Jocelyn M.

Hotel and Restaurant Management Graduate / BPO Expert / Quality Expert

I have been doing freelance work for the past 9 years and worked for several clients already. I know how to use Zendesk proficiently and other tools like Intercom, Slack, Greenrope, Freshdesk, Asana and others My background includes serving as a customer service associate within both call-center and hotel and restaurant environments. Most recently, I worked on the customer service desk for CPG, where my responsibilities included handling customer issues, providing back-up cashiering during busy periods and some administration work Previously, I worked within two high-volume customer-support call centers for a major telecommunications carrier and a satellite television services provider. In these positions, I demonstrated the ability to resolve a variety of issues and complaints (such as billing disputes, service interruptions or cutoffs, repair technician delays/no-shows and equipment malfunctions). I consistently met my call-volume goals, handling an average of 56 to 60 calls per day. In addition to this experience, I gained considerable customer service skills during my part-time employment as a waitress and restaurant hostess while in college. I also bring to the table strong computer proficiencies in MS Word, MS Excel and CRM database applications and a degree in college (HRM major). I am confident that I can offer you the customer service, communication and problem-solving skills you are seeking. Feel free to contact me to arrange an interview. Thank you for your time -- I look forward to learning more about this opportunity!