Customer ServiceCustomer Service
Jenessa
$1,000
per month
($6/hour)
Profile Description
13 years of BPO experience specializing in customer service, travel sales, financial services, and sales training. Travel Sales Expert with experience at Expedia, handling travel-related customer inquiries, sales opportunities, reservations, and customer relationship management. Sales Trainer Experience since 2014, supporting new-hire training, facilitating learning sessions, assisting with nesting, and developing training materials to improve employee performance and readiness. Financial Servic...
Top Skills
Skills & Expertise
Skill Levels Explained:
💡 Hover over any skill level to see exact years of experience
Customer Success
Finance & Accounting
Sales & Business Development
Virtual Assistance & Admin
Specialized Skills
Work Experience
Customer Service Banking/Credit Cards
JP Morgan Chase
Sep 2020 - Present
Key Achievements:
Handled customer inquiries related to credit cards and bank accounts at J.P. Morgan Chase Bank. Provided accurate information and effective solutions while maintaining professionalism and customer satisfaction. Built strong customer relationships through active listening, clear communication, and problem-solving. Ensured accuracy when handling account-related concerns and following established banking procedures. Strengthened expertise in financial services, customer support, and handling sensitive account information. Demonstrated adaptability and a commitment to delivering quality service in a fast-paced banking environment.
Training Lead
Teleperformance
Feb 2014 - Sep 2020
Key Achievements:
Facilitated training sessions for new hires in the travel account, ensuring readiness for production. Developed and updated training materials, presentations, and learning resources to support employee development. Conducted product, process, systems, and customer service training to strengthen agent knowledge and performance. Guided and coached trainees during nesting to improve confidence, communication, sales techniques, and customer handling. Monitored trainee progress, assessed performance, and provided constructive feedback to address learning gaps. Reinforced sales strategies, upselling and cross-selling techniques, objection handling, and customer experience standards. Collaborated with operations and support teams to align training delivery with business goals and performance expectations. Applied coaching and facilitation skills to help employees adapt to account processes and meet quality standards. Demonstrated leadership and adaptability through training responsibilities and experience serving as an Interim Team Leader. Contributed to employee engagement and performance improvement through coaching, guidance, and recognition initiatives.
Travel Sales
Teleperformance
Jan 2013 - Jan 2014
Key Achievements:
Assisted customers with travel bookings, reservations, itinerary changes, cancellations, and travel-related inquiries. Delivered consultative sales support by identifying customer needs and recommending suitable travel options. Applied upselling and cross-selling techniques to maximize sales opportunities and enhance customer satisfaction. Resolved customer concerns professionally while maintaining a positive travel booking experience. Built customer rapport through effective communication, active listening, and relationship management. Managed multiple customer requests efficiently while maintaining accuracy and adherence to company policies. Demonstrated strong sales, negotiation, and objection-handling skills in a fast-paced BPO environment. Developed extensive expertise in travel sales, customer service, and client retention through years of industry experience. Contributed to business goals by balancing sales performance with excellent customer service.