Clarissa Jones

Experience

• 

  West Corporation

  Mar 2005 - Aug 2015

  Customer Support Specialist

  • Orchestrated seamless corporate conference calls for diverse clients, facilitating over 200 successful calls.• Achieved 100% accuracy in data entry and transcription tasks, which played an integral part in the data integrity of the organization.• Proactively addressed technical issues during calls, achieving a 98% technical problem resolution rate and enhancing overall call quality.• Engaged with participants, joining and monitoring calls to provide real-time support and guaranteeing a positive user experience.• Managed a database of client preferences and requirements, ensuring personalized and tailored conference call experiences.Achievements: Streamlined the conference call process, reducing setup time by 20%. Show less

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  Appen

  Apr 2014 - now

  Search Engine Optimizer

  • Evaluated and analyzed search engine results to ensure relevance and accuracy, contributing to the enhancement of overall search engine algorithms.• Conducted comprehensive analysis and iterative optimization to refine search functionalities and user experience.• Analyzed and improved search result relevancy by 20% through continuous analysis and optimization, leading to higher user engagement and satisfaction.• Provided valuable feedback and insights to improve the performance of search engines, assisting the ongoing refinement of algorithms.Achievements: Implemented a data-driven approach that increased click-through rates (CTR) for client websites by 10% Show less

• 

  ModSquad

  Sept 2017 - May 2023

  Customer Support Analyst

  • Collaborated daily with cross-functional teams to ensure the smooth functioning of customer care operations.• Effectively answered daily questions posed via Slack and ticket request system, demonstrating prompt and efficient support.• Successfully triaged emails and live chats, assessing the impact and severity of client requests with transparency in setting client expectations.• Advocated for customers by engaging with both customer-facing and technical teams, ensuring prompt and effective solutions.• Shared valuable patterns and trends noticed in client issues with the Support team and leads, contributing to proactive issue resolution.Achievements: Assisted and implemented a comprehensive training and on-boarding program for new support team members, resulting in a 30% reduction in the learning curve and faster integration into the team. Show less