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Jezelle
Administrative Assistant
Contato
Competências
Demonstrated experience with Able to speak and write English fluently.
Demonstrated experience with Excellent interpersonal and communication skills both orally and written.
Demonstrated experience with Excellent organization, report writing, and documentation skills.
Demonstrated experience with Excellent critical and analytical thinking and problem-solving skills.
Demonstrated experience with Outstanding performance in teams as well as individual level.
Formação acadêmica
Idiomas
Resumo
Administrative Assistant open to new opportunities
Experiência
Customer Service Rep (Temporary Seasonal Campaign)
Answer phone calls, chats, emails, and SMS in a timely manner. Answering customer questions about the company, products, or services. Show empathy and understanding of the customer's concerns. Sound professional and brand the name of the company. Assist in customizing orders and processing payment. Make changes to customers' account. Keep records of customer interactions. Handling returns and exchanges. Process refund/credit on customer card on file. Going the extra mile. Connect with customers in real-time
Quality Assurance Agent
Responsible for grading agents' calls and providing feedback for areas of improvement. Responsible for ensuring that the products/service produced by the company meet specific standards of quality. Tap into calls to make sure the agents is relaying the right information and good service to our Customer
T1/T2
Answer escalation calls. Handle customer complaints. Provide appropriate solutions within the time limits. Keep records of customer interactions. Make changes to customers' account. Process customer accounts and file documents. Provide information in regards to finding a new home
Customer Retention/ Customer Service Representative
Reviewed customer accounts and maintained accurate records through data entry and account updates.. Contacted customers regarding overdue balances and advised them on payment options to help prevent accounts from progressing to legal or collections status.. Followed up with customers to discuss account standing, answer questions, and provide exceptional customer service.. Worked with customers to identify solutions that met their financial needs while supporting account retention goals.. Educated customers on refinancing opportunities and available account options once their accounts returned to good standing.. Built positive customer relationships through effective communication, problem-solving, and proactive follow-up.. Assisted customers with account inquiries, payment arrangements, and resolution of concerns in a professional and timely manner.
Teamlead/ QA Supervisor
Monitor and lead an entire group. Hold your team (and yourself) accountable. Honesty, Integrity, and Humility. Motivating my team members as well as inspiring positive communication with them. Work together toward achieving goals. Managing the workflow and training new employees on how they can best serve customers and teams of employees. Create schedules that keep everyone busy with deadlines met to prevent gaps or downtime. Do coaching sessions with my team/agents on what we need to improve on. Fix time cards and make sure all sheets provided to us is up to date. Communicating in a transparent and constructive manner.. Enabling each employee to realize his or her own potential and advance within the organization. Conducted QA audits of agents based on phone calls and chat interactions to ensure compliance with company policies and service standards.. Evaluated customer interactions for quality, accuracy, professionalism, and proper handling of inquiries.. Reviewed chat transcripts and call recordings to assess performance and adherence to procedures.. Provided feedback and coaching recommendations to improve agent communication and customer experience.. Identified trends and areas for improvement to support overall team performance and quality assurance goals.. Conducted interviews and evaluated candidates for campaign positions.. Assisted with recruitment and hiring efforts for seasonal staffing needs.. Facilitated onboarding and orientation for new employees.. Developed and delivered training materials to support employee readiness.. Educated team members on company policies, procedures, and job expectations.. Provided guidance and knowledge-sharing to help employees adapt and perform effectivel