JESSICA JALBERT
Whitby,Canada
Summary
I am exceptionally well organized with a track record that demonstrates self-motivation and creativity. I can be counted on and will deliver what is expected of me while under pressure. I am great when it comes to team work and incredibly self sufficient when it comes to working alone or in a remote environment. I consistently demonstrate my commitment to learning new tasks and I am available immediately.
Overview
11
11
years of professional experience
Work History
Digital Live Chat Customer Service Agent
ROGERS COMMUNICATIONS
06.2017 - Current
- In My career at Rogers I was able to advance to supporting customers via Live Chat, I had to use 2 computer screens and speak with 3 customers and Support teams at the same time, I was able to effectively communicate to customers via a digital live chat system and ensure I understand their needs and make them feel supported while accessing their account
- I had to follow a certain set of steps while speaking with the customers and using 3 different systems at a time
- During this role I did have to type fast and ensure I convey correct details to customers under certain time frames ranging from 2-5 minutes
- I did have to ask many questions to understand their needs and make sure the correct support was provided to them
- During this role I gained extensive knowledge on Credit details and systems, Financial billing knowledge and how to de-escalate difficult conversations
Customer Service Phone Support
ROGERS COMMUNICATIONS
12.2016 - 06.2017
- My role as a customer service phone support agent was to quickly answer phone calls from customers via a headset and computer system, I had to connect emotionally and follow a solution funnel to understand the customers needs and help the customer with questions regarding their accounts related to cell phones, Home services such as Cable, Internet and Home phone services, along with Smart Home Monitoring services
- I did have to handle secure and important personal information with activating new services using credit details and opening accounts
Sales Associate/Third-Key Holder/Acting Assistant
ARDENE
12.2013 - 11.2016
- As my role of third key holder at Ardene I had a responsibility of closing and opening of the store, as third key I actively dealt with large amounts of money, handled and organized vast amounts of stock, memorized color orders, As well as provided assistance to customers and making sure the store was kept tidy
- I also provided assistance to the manager and assistant manager when needed
Education
Retention Training and Learning, Credit Operations Training, Smart Home Monitoring Training
Rogers Linkedin Learning
Ontario Secondary School Diploma - Advanced Placement Studio Art, Photography
All Saints Catholic High School
Whitby, Ontario01.2013
Skills
- Customer service
- Data entry
- Problem resolution
- Outstanding communication skills
- Call center experience
- Empathetic and genuine
- Active listening
- Customer complaint resolution
- File management
- Live chat support
- Payment processing
- Billing inquiries
- Typing speed
- Information verification
Languages
English
Native or Bilingual
Accomplishments
- Third Key, Ardene, 2014-2016, Accomplished becoming the third key and supported employees on the store floor.
- Co-Pilot Program, Rogers Communications, 2018-2019, Trained new hire employees and achieved the best customer survey responses in the training class.
- Connecting With Employees, Rogers Communications, 2018-2020, Had the opportunity to sit with corporate employees and managers to support customers.
References
Andrea Bugayong, Team Manager, ROGERS Communications
Contact- 416-843-4413
Taralyn Peet , Manager, ARDENE
Contact – 905-391-8272
Timeline
Digital Live Chat Customer Service Agent
ROGERS COMMUNICATIONS
06.2017 - Current
Customer Service Phone Support
ROGERS COMMUNICATIONS
12.2016 - 06.2017
Sales Associate/Third-Key Holder/Acting Assistant
ARDENE
12.2013 - 11.2016
Retention Training and Learning, Credit Operations Training, Smart Home Monitoring Training
Rogers Linkedin Learning
Ontario Secondary School Diploma - Advanced Placement Studio Art, Photography
All Saints Catholic High School
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