Rosemary Jerome

I'm a dedicated and empathetic customer service professional with 3+ years of experience delivering exceptional support to clients across various industries. Proven track record of resolving complex issues, exceeding customer satisfaction targets, and consistently receiving positive feedback.

Key Skills

1. Excellent communication and interpersonal skills

2. Active listening and problem-solving abilities

3. Proficient in CRM software (e.g., Salesforce, Zendesk)

4. Strong analytical and troubleshooting skills

5. Ability to work in a fast-paced environment and prioritize tasks effectively

6. Knowledge of customer service metrics (e.g., CSAT, NPS, FCR)

7. Experience with phone, email, chat, and social media support channels

8. Strong attention to detail and ability to maintain accurate records

9. Ability to work independently and collaboratively as part of a team

10. Adaptable and flexible with a positive attitude

Responsibilities

1. Responded to customer inquiries via phone, email, and chat, resolving 95% of issues on the first contact

2. Utilized CRM software to manage customer interactions, track issues, and analyze trends

3. Collaborated with internal teams (e.g., sales, marketing, product) to resolve complex customer concerns

4. Developed and implemented effective solutions to improve customer satisfaction and reduce complaints

5. Maintained accurate records of customer interactions, including issue resolution and feedback

6. Participated in training and coaching sessions to enhance customer service skills and knowledge

7. Contributed to the development of customer service policies and procedures

Customer Service Metrics

1. CSAT: Consistently exceeded 90% customer satisfaction target

2. NPS: Improved Net Promoter Score by 15% through proactive issue resolution and customer engagement

3. FCR: Achieved a First Contact Resolution rate of 85% through effective troubleshooting and problem-solving

Tools and Software

1. CRM software (e.g., Salesforce, Zendesk)

2. Helpdesk software (e.g., Freshdesk, HelpScout)

3. Phone and email support systems (e.g., RingCentral, Outlook)

4. Chat and messaging platforms (e.g., LiveChat, Slack)

5. Social media management tools (e.g., Hootsuite, Sprout Social).