Jessica Ortega
Bell Gardens
Summary
Proven Account Manager and Customer Service Representative with a track record of enhancing client satisfaction and retention at Gloria Lance Inc. Leveraged critical thinking and Microsoft Excel proficiency to streamline account management and resolve complex issues, achieving top performance metrics. Skilled in fostering long-term client relationships and driving sales growth through strategic upselling.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Urban Expressions
11.2022 - Current
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Participated in training programs to enhance product knowledge and customer service skills.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Account Manager
Gloria Lance Inc
07.2010 - 10.2021
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
- Streamlined internal processes for better efficiency in account management tasks.
- Coordinated with product development teams to relay client feedback, influencing future product enhancements.
Education
General Studies - General Studies
Bell Gardens High School
Bell Gardens, CA06.2004
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Microsoft Excel
- Microsoft outlook
- Order processing
- Product sales
- Order fulfillment
- Account management
- Spreadsheets
- Shipping and logistics
- Sales closing
Languages
Spanish
Full Professional
Timeline
Customer Service Representative
Urban Expressions
11.2022 - Current
Account Manager
Gloria Lance Inc
07.2010 - 10.2021
General Studies - General Studies
Bell Gardens High School
Similar Profiles
SANDRA ROMANSANDRA ROMAN
SENIOR KEY ACCOUNT MANAGER at URBAN EXPRESSIONSSENIOR KEY ACCOUNT MANAGER at URBAN EXPRESSIONS
Chloe DrewryChloe Drewry
Team Lead at Glazed ExpressionsTeam Lead at Glazed Expressions
Miracle PriceMiracle Price
Dental Assistant at Great Expressions Dental CentersDental Assistant at Great Expressions Dental Centers