Mary Jeffries
Orangevale
Summary
Accomplished Customer Service Representative and Testing Technician with a proven track record at AT&T and Covered California. Excelled in high-stress situations, enhancing customer loyalty through empathetic conflict resolution and critical thinking. Skilled in data entry and customer relations, significantly improving service quality and operational efficiency.
Overview
28
28
years of professional experience
Work History
Customer Service Representative
Covered California
10.2014 - 09.2022
- 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.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Testing Technician
AT&T
10.1999 - 06.2003
- Recorded and documented test results accurately for review.
- Conducted routine testing on various products to ensure quality standards.
- Calibrated testing machines to ensure proper functionality.
- Collaborated with team members to identify issues during testing phases.
- Provided technical support to the production team, resolving issues promptly and minimizing downtime.
Customer Care Representative
AT&T
06.1994 - 10.1999
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Navigated multiple computer systems and applications to find information.
Education
Associate of Arts - Paralegal Studies
American River College
Sacramento, CA06-2007
High School Diploma -
Mercy High School
Burlingame, CA06-1991
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Computer proficiency
- Conflict resolution
Timeline
Customer Service Representative
Covered California
10.2014 - 09.2022
Testing Technician
AT&T
10.1999 - 06.2003
Customer Care Representative
AT&T
06.1994 - 10.1999
Associate of Arts - Paralegal Studies
American River College
High School Diploma -
Mercy High School
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