Jessica Norman

Jessica Norman

Expert Customer Service Representative

Objective

To collaborate with a well-respected organization that will profit from my comprehensive customer service experience, including sales, technical support, and payment processing.

Work History

Work History
Feb 2010 - Jan 2013

Contracted Virtual Call Center Representative

LiveOps

As an independant contractor with LiveOps I operated a virtual call center from my home office, utilizing in LiveOp's cloud contact center platform to efficiently handle a wide array of clients' customer service needs.

Responsibilities included:

•Customer Care                                •Technical Support                       

•Live Chat

•Email Support

Outbound:

•Sales                                                  •Order Processing          

•Market Research                             •Lead Generation                    

•Service Interaction

Inbound:

•Retail and Direct Response            •Financial Services

•Sales Interactions                            •Order Processing        

•Appointment Setting                       •Email Processing    

•Inbound Sales Professional           •Customer Service Interaction

•Data Entry                                          •Lead Generation

Apr 2006 - Jan 2013

West at Home Customer Service Agent

West at Home

As an employee of West At Home I run a virtual call center to handle inbound calls support clients' needs such as: obtaining, entering and verifying customer information; answering customer questions and resolving issues; adhering to scripts; and explaining sales features and offering additional products or services.

Responsibilities included: 

•Customer Care                           •Mobile Carrier Live Advisor (account management, 

•Live Chat                                              payments, technical support, disputes

•Email Support

Inbound:

•Retail and Direct Response           •Sales Interactions

•Order Processing                             •Appointment Setting

•Email Processing                             •Customer Service

•Data Entry                                          •Transcription                                    

•Technical Support                            •Teleconference Operator

Education

Education
Feb 2009 - Present

Colorado Technical University

Enrolled in Bachelor of Science in Business Administration, major in Business Process Management.

Professional Development Highlights:

  • Professional Communication
  • Principles of Business
  • Spreadsheed Applications
  • Multiple Call Center Platform Experience
  • Information and Technology Literacy

Polished, professional customer service rep offering:

  • 8+ years experience in providing excellent customer service 
  • Expert in recording customer information and inquiries 
  • Skilled in processing all aspects of Personal Lines business 
  • Proficient with MS Office software (Outlook, Word, Excel) 
  • Strong diplomacy and teamwork skills 
  • Ability to work independently and resolve site issues 
  • An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.
  • Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes.