Jessica Morrison
Miramichi
Summary
Proven Customer Service Representative with a track record of enhancing customer loyalty and streamlining service operations at Pet Valu. Excelled in active listening and critical thinking, achieving top performance metrics. Skilled in Microsoft Excel and adept at de-escalation, consistently exceeded service standards by fostering positive client relationships and implementing efficient problem-solving strategies.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Pet Valu
02.2023 - Current
- 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.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Participated in training programs to enhance product knowledge and customer service skills.
Customer Service Representative
GameStop
08.2019 - 02.2020
- Resolved customer inquiries and concerns promptly, ensuring a positive service experience.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Improved resolution time with effective problem-solving for customer complaints.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Customer Service Representative
Sykes Enterprises, Incorporated
05.2014 - 08.2014
- 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.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Education
James M. Hill Memorial High School
Miramichi, NB06.2014
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Computer proficiency
- Microsoft Excel
- Product knowledge
- De-escalation techniques
- Technical support
- Live chat support
- POS systems expert
- Key holder experience
Languages
English
Native or Bilingual
Japanese
Native or Bilingual
Korean
Limited Working
Timeline
Customer Service Representative
Pet Valu
02.2023 - Current
Customer Service Representative
GameStop
08.2019 - 02.2020
Customer Service Representative
Sykes Enterprises, Incorporated
05.2014 - 08.2014
James M. Hill Memorial High School
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