Jessica Harper

As a Customer Service Representative for the SUFS program, I managed inbound customer inquiries while maintaining strict adherence to established quality and performance metrics. My responsibilities include:

• Managing high-volume inbound calls for the SUFS program while consistently meeting client service agreement standards for quality, efficiency, and customer satisfaction
• Following prescribed call flow structures and accurately documenting customer information in real-time while maintaining professional conversation flow
• Employing strategic problem-solving techniques to resolve complex customer issues, resulting in positive resolution rates and enhanced customer satisfaction
• Utilizing advanced listening and questioning skills to identify customer needs quickly and provide appropriate solutions
• Demonstrating exceptional telephone etiquette and professional conduct to protect client and company interests across diverse customer interactions
• Participating in cross-training opportunities to expand program knowledge, resulting in increased versatility and advancement opportunities
• Optimized call handling efficiency while maintaining quality standards, leading to consistent achievement of service level agreements and customer satisfaction targets
• Developed comprehensive knowledge base of program guidelines, enabling accurate real-time information delivery and improved first-call resolution rates
• Cultivated positive customer relationships through active listening and empathetic problem-solving, resulting in enhanced customer experience metrics

• Delivered exceptional support for emergency tire breakdowns and services for commercial fleet customers across the USA and Canada, ensuring swift and efficient resolution.
• Managed multiple communication streams, dispatching road service while assigning drivers to specific routes based on real-time customer demands and driver availability.
  
• Maintained constant communication with drivers via radio and phone, providing real-time updates on traffic conditions, route changes, and customer requests to optimize service delivery.
  
• Proactively respond to inquiries, resolving issues or concerns related to deliveries or pickups, thereby enhancing customer satisfaction and retention.
  
• Utilized advanced computer software systems for data entry and tracking, contributing to improved operational workflows.
  
• Monitored GPS tracking systems to assess vehicle locations in real time, making necessary adjustments to optimize delivery efficiency.
  

• Supervised the dispatch board, overseeing the activities of 100+ drivers and customer accounts while providing critical technical support for time-sensitive, life-saving medication deliveries.
• Processed essential documents, adjusted miles and pay for drivers, and served as the primary point of contact for clients via phone and email, ensuring seamless communication.
  
• Proactively identified and resolved account and billing issues in a timely manner, fostering strong relationships with clients and ensuring business continuity.
  
• Initiated and developed a comprehensive training handbook that streamlined the onboarding process for new employees, enhancing team productivity.
  
• Built exceptional rapport with customers by understanding their unique needs and delivering personalized service.
  

• Managed sensitive documents and acted as a liaison between clients and legal representatives, ensuring confidentiality and compliance with regulations.
  
• De-escalated potentially challenging situations to deliver satisfactory outcomes, enhancing overall client relationships.
  
• Processed checks and other financial documents, while ensuring the security and accuracy of all transactions.
  

• Communicated with customers to discuss pet medication requirements while effectively collaborating with veterinarians for precise and prompt delivery.
• Researched and provided effective solutions while adhering to high safety and regulatory standards, contributing to compliance and customer safety.
  
• Oversaw team meetings, organized team-building exercises and guided fellow employees in a fast-paced environment to boost morale and efficiency.
  

• Demonstrated comprehensive product knowledge to effectively answer customer inquiries and provide accurate information.
  
• Cultivated positive relationships with clients through active listening, empathy, and personalized interactions, resulting in improved customer satisfaction.
  
• Investigated root causes of complex complaints and implemented appropriate solutions to enhance the customer experience.
  
• Maintained detailed records of customer interactions in the CRM system for future reference and analysis, identifying opportunities for process improvement.