Jessica Torres
Philadelphia,PA
Summary
To seek a position in Customer Service where I can utilize my administrative skills and work experience to provide excellent service.
Experienced with customer interactions and service excellence. Utilizes active listening and problem-solving to address and resolve customer concerns effectively. Track record of maintaining customer satisfaction and fostering loyalty through clear communication and empathy.
Overview
11
11
years of professional experience
Work History
CSR
Department of Treasury
08.2022 - Current
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Answered constant flow of customer calls with minimal wait times.
- Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Investigated and resolved customer inquiries and complaints quickly.
- Streamlined the tax filing process by automating routine tasks, resulting in increased efficiency and accuracy.
- Communicated with external customers and taxing jurisdictions to clarify tax notices and resolve other inquiries.
PSR
Axion Healthcare
05.2020 - 12.2021
- Answering all incoming calls, creating claims for providers, along with searching for existing claims and updating providers upon request
Customer Service Data Entry Clerk
Planet Fitness
01.2014 - 01.2015
- Responsible for front desk operations: answering phone calls, assisting customers with questions and/or concerns, giving tours of the sports facility, selling fitness plans, cleaning the women’s restroom, handle cash and credit card transactions for gym membership payments, schedule fitness training sessions, entering customer data into computer
- Part Time Employee
Teacher’s Assistant
Amazing Creation Daycare
12.2018 - 02.2020
- Assist a teacher in a classroom of 6 to 12 children, monitor children’s safety, and prepare meals for breakfast, lunch, and afternoon snacks
- Assist teacher with putting children down for naps
- Assist teacher in developing weekly schedules for learning, arts and crafts projects, and playtime activities
Sales Associate/Cashier
Metro PCS by T-Mobile
03.2016 - 10.2018
- Sell Cellular, Hotspot, Smart Ride, and Internet wireless service plans
- Introduce customers to different plans of service, answer questions regarding service plans, contact other carriers to obtain customer’s pin and account information to switch service plans
- Meet monthly and quarterly sales goals and support team members in reaching their sales goals
- Ensure the store and the products are presentable prior to opening store and organizing products at the end of the day
- Responsible for handling the inventory of products
- Ensure that excellent customer service is provided at all times
- Process cash and credit card transactions
Education
High School Diploma -
Leadership Charter (Cyber High School)
Philadelphia, PA05.2013
Skills
- Strong interpersonal communication skills
- Proficient in MS Office Word, Excel, Outlook, and PowerPoint Presentation
- Detail oriented
- Organized
- Ability to multitask and work well under pressure
- Complaint handling
- Call center experience
- Critical thinking
- Professional telephone demeanor
- Conflict resolution
- Computer proficiency
- Documentation
Timeline
CSR
Department of Treasury
08.2022 - Current
PSR
Axion Healthcare
05.2020 - 12.2021
Teacher’s Assistant
Amazing Creation Daycare
12.2018 - 02.2020
Sales Associate/Cashier
Metro PCS by T-Mobile
03.2016 - 10.2018
Customer Service Data Entry Clerk
Planet Fitness
01.2014 - 01.2015
High School Diploma -
Leadership Charter (Cyber High School)
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