Jessica Okoroafor
London,ON
Summary
Experienced Call Center Representative with a proven track record in delivering exceptional customer service through adept communication skills. Recognized for managing complex inquiries and troubleshooting effectively while maintaining composure in high-pressure situations. Achievements include significantly enhancing customer satisfaction rates and streamlining problem resolution processes. Demonstrates strong multitasking abilities and outstanding interpersonal skills, ensuring a positive experience for every caller.
Overview
5
5
years of professional experience
Work History
Server
London convention center
Toronto, Ontario
10.2023 - Current
- Greeted guests and provided menus.
- Provided excellent customer service to ensure satisfaction.
- Assisted in training new servers.
- Maintained knowledge of current menu items, garnishes, ingredients and preparation methods.
- Took orders from customers accurately and in a timely manner.
- Checked food before serving it to customers.
- Delivered food orders promptly and courteously.
- Monitored dining room for cleanliness and proper set-up at all times.
- Responded efficiently to guest inquiries and complaints in a professional manner.
- Ensured that each guest was served courteously, quickly, and efficiently.
- Accurately recorded orders on cash register and point-of-sale system.
- Maintained records of transactions made during shift as required by law or company policy.
- Performed opening and closing duties such as setting up the dining area, restocking supplies..
- Collaborated with other restaurant staff members to ensure efficient operations within the restaurant environment.
- Handled money transactions accurately while following company procedures for handling cash payments.
- Followed health safety guidelines when preparing and serving food products.
- Communicated effectively with kitchen staff regarding customer allergies or special requests.
- Upheld high standards of sanitation in accordance with health department regulations.
- Stayed informed about daily specials, new menu items, promotions.
- Provided exceptional service to high volume of daily customers.
- Operated POS terminals to input orders, split bills and calculate totals.
- Displayed enthusiasm and knowledge about restaurant's menu and products.
- Greeted customers, answered questions and recommended specials to increase profits.
- Checked with customers to determine satisfaction with meals, promptly taking action to correct problems.
- Communicated with hosts, bussers and kitchen staff to prepare for and serve customers.
- Developed rapport with guests and assisted in generating repeat business by providing exceptional customer service.
- Addressed complaints to kitchen staff and served replacement items.
- Implemented feedback from customers to improve service quality and menu offerings.
Customer and Call Center Representative
The lighthouse
Dubai, Dubai
07.2019 - 03.2023
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Provided accurate information regarding products and services while upselling additional products when appropriate.
- Stayed current on relevant product and service offerings as well as competitor pricing models.
- Attended regular training sessions on updates and changes within the industry or organization.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Processed orders, forms, applications, and requests accurately and efficiently.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Assisted customers with navigating the company's website to locate desired information or items for purchase.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Performed outbound calling campaigns to promote new products or services.
- Analyzed data collected during each call in order to identify trends in customer feedback.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Maintained strong call control and quickly worked through scripts to address problems.
- Updated customer accounts, addresses and contact information within call management databases.
- Navigated through computer systems to review information and respond appropriately to callers.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Offered resolutions to de-escalate calls and solve customer issues.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Consulted with customers to resolve service and billing issues.
- Assisted customers with inquiries and transactions to meet productivity goals and achieve profit growth.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
Education
Hospitality And Tourism Operations Management
Fanshawe College
London, None11-2024
Law
Igbinedion University
Nigeria04-2014
Skills
- Daily specials memorization
- Order delivery practices
- Allergy awareness
- Check payment processing
- Server training
- Positive and professional
- Hospitality service expertise
- Complaint resolution
- Account updating
- Call logging
- Call control skills
- Resolving issues
- Logging call information
- Customer communications
- Quality assurance optimization
- Problem-solving skills
- Answering questions
- Building rapport
- Professional phone voice
References
References available upon request.
Timeline
Server
London convention center
10.2023 - Current
Customer and Call Center Representative
The lighthouse
07.2019 - 03.2023
Hospitality And Tourism Operations Management
Fanshawe College
Law
Igbinedion University
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