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Jessica Larkins

Senior customer service representative

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Intro
Dunlap, United States
Owner/ Operator at JTs House of Wares
Studied Criminal Justice *currently in school* at Strayer University
Studied at Tennessee Department of Labor and Workforce development
Telecommunications
Joined September 10, 2022

Skills

About
Diligent Customer Care Representative accustomed to working independently and collaboratively in direct response to customer care and support requirements. Strong ability to communicate and maintain accurate records. Decisive problem solver with an enthusiastic attitude and desire to please consumers. Previous business owner experience with the ability to successfully build a business from the ground up with many human resource skills.
Experience
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JTs House of Wares
May 2018 – Present
Work at home
Owner/ Operator
• Identified areas for expansion by analyzing market, consumer trends, and competition. • Implemented business development strategy focused on social media branding and launching an email marketing campaign, attracting new customers and expanding market penetration. • Increased revenue and reduced risk by enforcing company policies and improving operations. • Created a culture focused on customer service and satisfaction, resulting in improved customer loyalty and retention. • Met with prospective clients to present company offerings, discuss products, and showcase service solutions. • Managed business accounts by networking and communicating with crucial account decision-makers to review service delivery and explore opportunities to develop new business. • Monitored operations for cost-effectiveness, quality, and productivity, using quantitative data. • Directed the development, implementation, and management of products and services. • Founded startup that specialized in niche software development, meeting needs of end-users for billing and payment processing.
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Concentrix
Jan 2022 – Apr 2022
work at home
Sme/ Tier 2 supervisor
• Provide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert). • Assists in driving metrics of the team • Monitor closure of service levels regularly. • Ensure prompt escalations to Team Captain. • Supervise the team in the absence of the Team Captain. • Monitor performance and quality scores of the team. • Take production calls as well as escalated calls. *Seasonal Position with turbotax*
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Shady Acres
Feb 2020 – Dec 2021
Dunlap, TN
Administrative Assistant
• Sorted and distributed office mail and recorded incoming shipments for corporate records. • Welcomed office visitors and alerted staff to arrivals of scheduled appointments. • Produced accurate office files, updated spreadsheets, and crafted presentations to support executives and boost team productivity. • Responded to emails and other correspondence to facilitate communication and enhance business processes. • Put together new contracts for new tenants
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Onesupport
Oct 2020 – Nov 2021
Work at home
Account Services Representative
• Recommended products and services to members and educated customers about relevant offerings. • Managed inbound and outbound calls to respond to inquiries and resolve concerns. • Provided solutions, recommendations, and replacements, using an empathetic approach and demeanor. • Used upselling and cross-selling techniques to provide solutions to customer issues. • Coordinated with team members to reach sales targets by supporting the complete sales cycle. • Responded to questions and followed up on customer interactions. • Responded to customer questions and complaints and documented consumer communications. • Responded to concerns or complaints of members by taking prompt action, investigating, and resolving a wide range of issues. • Acted as a company ambassador, professionally delivering a high level of service and high-quality support to every customer. • Validated data and resolve problems related to system-generated information. • Assisted members by coordinating responses involving multiple departments and personnel. • Exceeded requirements in always providing products and services to customers. • Provided expert service by communicating information to customers and following up on promises. • Documented detailed notes in CRM system to track customer interactions.
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Mom & Pop Mechant solutions
May 2019 – Apr 2020
Work at home
Commercial Loan Officer
Managed loan portfolio and responsible for new loan production as well as a comprehensive approach to financial services. Analyzed financial statements and pertinent information to determine creditworthiness of prospective and existing clients.
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Bestshop USA
May 2019 – Feb 2020
Shipping and Receiving Specialist
Maintain records of all outgoing and incoming shipments from and to the warehouse. Prepare shipments with the correct mailing labels and ensure that all orders and withdrawal requests from the warehouse are correctly fulfilled. Consolidate shipping orders.
Education
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Strayer University
Sep 2019 – May 2022
Bachelors, Criminal Justice *currently in school*
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Tennessee Department of Labor and Workforce development
Jun 2018 – Jul 2018
GED
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