Jessica Murray
Dundalk
Summary
Achieved high customer satisfaction by effectively resolving issues in a timely manner. Delivered professional support through efficient management of inbound and outbound calls. Demonstrated exceptional data entry accuracy and advanced skills in Microsoft Office.
Overview
8
8
years of professional experience
Work History
Independent Contractor
Uber
09.2021 - Current
- Delivered prompt and professional customer service to riders, ensuring adherence to 5-star standards.
- Optimized route navigation to enhance efficiency while upholding safety and policy compliance.
- Oversaw scheduling, route optimization, and issue resolution processes independently.
Customer Service Representative
Integrity Staffing
08.2020 - 09.2021
- Managed scheduling of COVID-19 vaccination appointments in a high-volume call center environment.
- Facilitated client location searches, updates, and rescheduling processes.
- Exhibited professionalism while managing urgent, time-sensitive situations.
Customer Service Representative
Aerotek / Maryland Health Connection
03.2019 - 08.2020
- Handled incoming calls regarding Medicaid eligibility and enrollment, providing accurate information and support.
- Ensured accuracy of confidential data and maintained adherence to compliance protocols.
- Provided comprehensive support to callers by guiding them through applications and troubleshooting problems.
Account Specialist / Financial Aid Advisor
CMD Account Management Inc.
09.2017 - 02.2019
- Provided guidance and support to students and parents regarding billing and financial aid processes.
- Managed payment transactions and ensured timely updates to account information.
- Handled high call volumes to ensure efficient communication and support for clients.
Education
No Degree - Business Administration
Community College of Baltimore County (CCBC)
Baltimore, MDSkills
- Assisted customers with inquiries and issues to enhance satisfaction Supported clients in navigating services and resolving concerns Provided timely responses to client requests to maintain service quality
- Managed high-volume call handling operations to ensure efficient customer service delivery
- Facilitated issue resolution and implemented effective problem-solving strategies
- Performed data entry tasks at a speed of 97 wpm to support documentation processes Assisted in maintaining accurate records and files Contributed to the organization of documentation for easy retrieval
- Executed comprehensive account maintenance to ensure accuracy and compliance
- Assisted in creating documents using Microsoft Word Supported data organization and analysis through Excel Facilitated communication and scheduling with Outlook
- Assisted in organizing tasks to meet deadlines Supported team members in prioritizing workloads Coordinated schedules to enhance productivity
- Managed secure handling and storage of confidential information
- Facilitated effective communication through active listening techniques
- Applied critical thinking skills to analyze complex problems and develop effective solutions
- Demonstrated advanced proficiency in various computer applications and software
TECHNICAL SKILLS
- Typing: 97 WPM (96.6% accuracy)
- Software: Microsoft Word, Excel, Outlook
ADDITIONAL STRENGTHS
- Adapt quickly to new systems
- Strong independent and team performance
- Focused on customer satisfaction
Timeline
Independent Contractor
Uber
09.2021 - Current
Customer Service Representative
Integrity Staffing
08.2020 - 09.2021
Customer Service Representative
Aerotek / Maryland Health Connection
03.2019 - 08.2020
Account Specialist / Financial Aid Advisor
CMD Account Management Inc.
09.2017 - 02.2019
No Degree - Business Administration
Community College of Baltimore County (CCBC)