Jessica Caldwell
Atlanta
Summary
Dynamic customer service professional with extensive experience at Bakkt, excelling in data analysis and conflict resolution. Proven track record in enhancing customer satisfaction and first contact resolution rates. Adept at training development and implementing process improvements, ensuring compliance with privacy regulations while delivering exceptional support.
Overview
7
7
years of professional experience
Work History
Customer Care Representative
Bakkt
Atlanta
03.2023 - 11.2024
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
- Answered customer inquiries over the phone and via email.
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
- Ensured compliance with company policies regarding privacy laws and data protection regulations.
- Gathered customer feedback to suggest improvements for products and services.
- Utilized problem-solving techniques such as root cause analysis to identify recurring issues that could be addressed proactively.
- Maintained up-to-date knowledge of company products, services, and promotions.
- Provided accurate, valid, and complete information to customers.
- Assisted customers in navigating through website features and functions to locate desired information or products.
Call Center Representative
Maximus
Atlanta
02.2022 - 01.2023
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Analyzed data collected during each call in order to identify trends in customer feedback.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Attended regular training sessions on updates and changes within the industry or organization.
Call Center Team Lead
Southeastenterprises
Atlanta
12.2017 - 11.2021
- Provided technical support related to phone systems or software applications used by agents.
- Analyzed customer feedback surveys to identify areas of improvement.
- Developed strategies to increase first contact resolution rates.
- Collaborated with cross-functional teams to ensure customer satisfaction goals were met.
- Conducted regular performance reviews of team members.
- Implemented strategies to reduce wait times and improve agent productivity.
- Created training materials and facilitated new hire onboarding program.
- Identified opportunities for process improvements within the call center department.
- Resolved escalated customer inquiries in a timely manner.
- Recruited, interviewed, hired, trained, coached and evaluated staff performance.
- Ensured compliance with all applicable regulations regarding customer privacy and data security.
Education
High School Diploma -
Alonzo A Crim High School
Atlanta, GA05-2005
Skills
- Customer service
- Data analysis
- Technical support
- First contact resolution
- Customer relationship management
- Root cause analysis
- Problem solving
- Effective communication
- Conflict resolution
- Call monitoring
- Training development
- Upselling techniques
- Payment processing
- Mail sorting
- Data entry
- Package tracking
- Time management
- Distribution coordination
- Shipping and receiving proficiency
References
References available upon request.
Timeline
Customer Care Representative
Bakkt
03.2023 - 11.2024
Call Center Representative
Maximus
02.2022 - 01.2023
Call Center Team Lead
Southeastenterprises
12.2017 - 11.2021
High School Diploma -
Alonzo A Crim High School