Summary
Overview
Work History
Education
Skills
Languages
Timeline
Hi, I’m

Jessica Ahura

Regina
Jessica Ahura

Summary

Proven professional with a track record of enhancing customer loyalty and streamlining processes at SMILE COMMUNICATIONS NIG. Leveraged excellent communication and computer skills to resolve high-stress situations and improve service delivery. Demonstrated a friendly, positive attitude, fostering teamwork and collaboration. Achieved significant improvements in customer satisfaction and retention.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

12
years of professional experience

Work History

Wascana Rehabilitation Centre

CCA
03.2022 - Current

Job overview

  • Passionate about learning and committed to continual improvement.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked well in a team setting, providing support and guidance.
  • Excellent communication skills, both verbal and written.
  • Proven ability to learn quickly and adapt to new situations.
  • Skilled at working independently and collaboratively in a team environment.
  • Worked effectively in fast-paced environments.
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Paid attention to detail while completing assignments.
  • Strengthened communication skills through regular interactions with others.
  • Developed and maintained courteous and effective working relationships.
  • Demonstrated strong organizational and time management skills while managing multiple projects.

SMILE COMMUNICATIONS NIG

Customer Service Representative
03.2013 - 11.2015

Job overview

  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Conducted training sessions for new hires, ensuring consistent level of service across team.
  • Coordinated with logistics department to expedite shipping for urgent customer orders.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Developed feedback system for customers to share their service experience, leading to actionable improvements.
  • Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
  • Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Delivered prompt service to prioritize customer needs.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Implemented and developed customer service training processes.
  • Created and maintained detailed database to develop promotional sales.
  • Identified and resolved discrepancies and errors in customer accounts.

Education

Saskatchewan Polytechnic
Regina, SK

Graduate Certificate from CONTINUING CARE ASSISTANCE
08-2018

University Overview

FANSHWE COLLEGE
London, ON

Graduate Certificate from COPORATE COMMUNICATIONS-PUBLIC RELATIONS
08-2016

University Overview

Skills

  • Friendly, positive attitude
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Time management
  • Attention to detail
  • Flexible and adaptable
  • Excellent communication
  • Computer skills
  • Critical thinking
  • Calm under pressure
  • Active listening
  • Verbal communication

Languages

English
Full Professional

Timeline

CCA
Wascana Rehabilitation Centre
03.2022 - Current
Customer Service Representative
SMILE COMMUNICATIONS NIG
03.2013 - 11.2015
Saskatchewan Polytechnic
Graduate Certificate from CONTINUING CARE ASSISTANCE
FANSHWE COLLEGE
Graduate Certificate from COPORATE COMMUNICATIONS-PUBLIC RELATIONS
Jessica Ahura