Jessa DeCarlo
College Park
Summary
Dynamic and results-oriented professional with extensive experience in customer service and project support, notably at Maintenance Supply HQ/Lowe's Pro Supply. Excelled in critical thinking and Microsoft Excel, enhancing customer satisfaction and retention through effective problem resolution and data management. Proven track record in improving operational efficiency and fostering team development.
Overview
12
12
years of professional experience
Work History
Project Support Customer Service Representative
Maintenance Supply HQ/Lowe's Pro Supply
10.2018 - Current
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Processed Returns, credits, and orders as needed and in a timely manner
- Answered customer phone calls promptly to avoid wait times
- Worked with Project Support Outside Sales Reps to ensure customer needs were met
- Created Image Quotes and complex matrix documents for customers
- Complete tasks given by management in a timely manner without interfering with daily tasks
- Conducted countertop training for coworkers
Project Support Customer Service Representative
Central Wholesalers
05.2018 - 10.2018
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Worked with Project Support Outside Sales Reps daily to ensure customer needs were met
Sandwich Maker
Potbelly's Sandwich Shop
12.2015 - 04.2017
- Kept workstations well-organized and sanitized throughout shifts, promoting cleanliness and reducing cross-contamination risks.
- Organized freezers, refrigerators and storage rooms by receiving, recording, and moving food and beverage supplies and products.
- Supported fellow employees through effective communication and teamwork during busy periods or staff shortages.
- Collaborated with team members to optimize workflow, resulting in better overall performance during peak hours.
- Enhanced customer satisfaction by consistently preparing high-quality sandwiches and maintaining a clean workspace.
- Greeted guests, promoted specials, and took orders.
- Handled catering orders accurately and within specified timeframes, contributing to successful events for clients.
- Maintained strict adherence to food safety guidelines and regulations, ensuring a safe dining experience for customers.
- Managed cash transactions efficiently while adhering to company policies for financial security measures.
- Properly labeled and stored food and fresh ingredients in cooler or freezer to optimize freshness.
- Performed serving, cleaning and stocking to high standards and provided excellent customer satisfaction.
- Kept drawer balanced by accurately processing cash, credit and debit payments.
- Readied customers' take-out orders in secure bags with appropriate amounts of condiments, silverware and napkins.
- Upheld high standards of customer service at all times to enhance client loyalty and satisfaction.
Package Handler
United Parcel Services, UPS
11.2012 - 08.2014
- Followed safety regulations to maintain safe work environment.
- Improved package handling efficiency by implementing proper sorting and organizing techniques.
- Maintained a safe work environment by adhering to company policies and guidelines for proper lifting techniques.
- Reduced damage rates for packages through careful handling and adherence to safety protocols.
- Proved successful working within tight deadlines and a fast-paced environment.
- Followed verbal and written instructions to properly move and ship products.
- Supported team morale by fostering positive communication and collaboration among coworkers.
- Boosted team performance with consistent punctuality, maintaining a strong attendance record throughout employment tenure.
- Enhanced customer satisfaction by ensuring timely delivery of packages through efficient processing methods.
- Maintained high levels of accuracy in package scanning to ensure proper tracking, leading to fewer lost packages.
- Streamlined package sorting process, enhancing operational efficiency by organizing parcels by size and destination.
- Increased team morale with consistent encouragement and recognition for meeting daily targets.
- Supported peak season demands by volunteering for extra shifts, ensuring no delays in package processing.
- Maintained clean, orderly work environment free of hazards.
Education
High School Diploma -
Parkdale High School
Riverdale, MD05-2012
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Complaint handling
- Microsoft Excel
- Payment processing
- Professional telephone demeanor
- Microsoft outlook
- Follow-up skills
- Call management
- Product knowledge
- Order processing
- Team development
- Administrative support
- Microsoft PowerPoint
- Customer relationship management (CRM)
- De-escalation techniques
- Building rapport
Languages
English
Full Professional
Timeline
Project Support Customer Service Representative
Maintenance Supply HQ/Lowe's Pro Supply
10.2018 - Current
Project Support Customer Service Representative
Central Wholesalers
05.2018 - 10.2018
Sandwich Maker
Potbelly's Sandwich Shop
12.2015 - 04.2017
Package Handler
United Parcel Services, UPS
11.2012 - 08.2014
High School Diploma -
Parkdale High School
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