Jocelyn Abrego
Avondale
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
7
7
years of professional experience
Work History
CSR
XPO Logistics
Phoenix
01.2024 - 03.2025
- Provided customer service support to customers over the phone and by email.
- Participated in team meetings or training sessions when necessary.
- Processed orders, forms, applications, and requests.
- Followed up with customers to ensure their satisfaction.
- Maintained records of customer interactions, transactions, comments and complaints.
- Demonstrated excellent verbal communication skills when interacting with customers.
- Processed customer account changes with proprietary software.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Recruiter
Surge Staffing
Las Vegas
01.2023 - 12.2023
- Developed job descriptions and postings to attract qualified applicants.
- Assisted in onboarding of new hires by providing orientation materials and training sessions.
- Collaborated with hiring managers to understand position requirements.
- Reviewed resumes, conducted phone screens, and managed candidate pipelines.
- Sourced and screened potential candidates for open positions.
- Coordinated background checks on successful candidates prior to offer acceptance.
- Organized recruitment activities such as career fairs, campus visits.
- Explained job duties, compensation and benefits to potential candidates.
- Assisted with the onboarding process for new hires.
- Conducted initial phone screens and coordinated interview schedules with hiring managers.
- Maintained candidate pipelines for high-volume roles, ensuring a constant flow of talent.
- Scheduled or conducted new employee orientations.
Administrative Assistant
Ceaser Palace Entertainment
Las Vega
12.2019 - 04.2021
- Conducted research on various topics as requested by management.
- Updated contact lists regularly when changes occur in employee status or contact information.
- Processed invoices for payment using accounting software applications.
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
- Managed database systems containing customer contact information.
- Ensured efficient operation of office equipment such as printers, copiers and fax machines.
- Handled confidential documents in an organized fashion according to established protocol.
- Managed incoming calls while providing information or transferring callers to appropriate personnel.
- Created travel arrangements and distributed travel details to appropriate personnel.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Responded to customer issues to provide immediate resolution and improve retention.
- Raised funds by organizing multiple events and diligently managed details to meet deadlines.
Receptionist Administrator
Avanna Personal Care Llc
Las Vega
10.2017 - 04.2019
- Assist with bookkeeping tasks using QuickBooks and support administrative functions as needed.
- Ensure a professional and welcoming office environment
- Maintain organized filing systems and perform data entry tasks accurately.
- Manage daily office operations, including answering multi-line phone systems and greeting visitors at the front desk
- Handle calendar management by scheduling appointments, meetings, and events for team members
- Assist with clerical duties including filing, scanning, and organizing documents
Education
High School Diploma -
Eldordo High School
Las Vegas, NV05-2020
Skills
- Customer service
- Order processing
- Database management
- Proprietary software
- Conflict resolution
- Team collaboration
- Onboarding new hires
- Active listening
- Data entry
- Adaptable learning
- Verbal and written communication
- Office equipment proficiency
- Customer retention strategies
Timeline
CSR
XPO Logistics
01.2024 - 03.2025
Recruiter
Surge Staffing
01.2023 - 12.2023
Administrative Assistant
Ceaser Palace Entertainment
12.2019 - 04.2021
Receptionist Administrator
Avanna Personal Care Llc
10.2017 - 04.2019
High School Diploma -
Eldordo High School