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Jessica Norman

Expert Customer Service Representative


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

Work experience

Feb 2010Jan 2013

Contracted Virtual Call Center Representative


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


•Sales                                                  •Order Processing          

•Market Research                             •Lead Generation                    

•Service Interaction


•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 2006Jan 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


•Retail and Direct Response           •Sales Interactions

•Order Processing                             •Appointment Setting

•Email Processing                             •Customer Service

•Data Entry                                          •Transcription                                    

•Technical Support                            •Teleconference Operator


Feb 2009Present

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.