Jonny Innocent

 JONNY INNOCENT Phone:- Email:-Address: 1824 Adams St Hollywood, FL 33020 Professional Summary Dynamic and experienced Call Center Representative with a proven track record working remotely with LiveOps Nation and NexRep. Skilled in delivering high-quality customer service, handling inbound and outbound calls, and providing solutions in fast-paced environments. Proficient in using CRM tools and adept at meeting customer satisfaction targets while managing high call volumes and resolving complex inquiries efficiently. Key Skills - Excellent communication and interpersonal skills - High-level problem-solving abilities - Experience with CRM systems (Salesforce, Zendesk) - Proficient in call handling and data entry - Conflict resolution and de-escalation - Adaptable to fast-paced, remote work environments - Time management and multitasking - Technical troubleshooting and support - Strong sales and upselling abilities Work Experience *Call Center Representative LiveOps Nation (Remote) January 2017 – July 2019 Manage high call volumes, handling over 80 inbound calls daily for clients in various industries. - Provide real-time solutions to customer issues, including billing inquiries, product support, and service information. - Maintain a 90%+ customer satisfaction score by delivering fast, personalized support and empathy. - Handle technical troubleshooting calls, working with clients to resolve issues related to service outages and technical errors. - Accurately log customer interactions, using CRM tools to track issues and escalate cases when necessary. *Customer Service Representative Arise (Remote) April 2020 – October 2021 -Handled both inbound and outbound sales and service calls for e-commerce, retail, and service-based clients. - Resolved complex customer complaints with a 95% first-call resolution rate, improving customer loyalty. - Processed returns, exchanges, and refunds, adhering to company policies while ensuring customer satisfaction. - Consistently exceeded sales and upsell targets by offering tailored solutions to customer needs. - Worked collaboratively in a virtual team setting, participating in team meetings and ongoing training. *Sales Agent NEXREP Marketplace (Remote) December 2021- September 2024 I get Skilled in resolving complex customer inquiries and offering multilingual support in English, Spanish. Experienced interpreter with a strong focus on empathy, communication, and customer satisfaction, seeking a role where I can enhance the customer experience through exceptional service and language support. Education Associate of Business Administration South College Orlando, Orlando, FL Graduated: 2015 Certifications Customer Service Excellence (2021) Coursera CRM Software: Salesforce and Zendesk (2022) – Udemy Call Handling and De-escalation Techniques (2020) – NexRep Training *Certifications - Customer Service Excellence Certification - Proficiency in CRM Tools (Salesforce, Zendesk,) Languages English, French