Customer Service Manager
Resume:
JACQUELINE A PENNIE
*** ************ ***** . *******, ** United States 28025 . 864-***-**** .
*********@*****.***
Objective
Customer Service Representative who maintains a high level
of professionalism, patience and efficiency to minimize
customer dissatisfaction and increase customer loyalty.
Call Center Representative versed in customer support in
high call volume environments.
Superior computer skills and telephone etiquette.
Customer-focused Representative with a proven capacity to
troubleshoot issues to ensure customer satisfaction.
Skilled Customer Service Representative
Committed to addressing customer concerns with speed,
accuracy and professionalism.
Qualifications
High customer service standards
Employee relations specialist
Service solutions expert
Call center management experience
Dedicated to process improvement
Training manual contributor
Proficient with Microsoft Office Suite
Proficient in customer account software
Avidian Technologies Prophet
Telemation e-CRM
Conflict resolution proficiency
Customer service management expertise
Devoted to data integrity
Strong problem solving ability
Negotiation competency
Troubleshooting skills
Telecommunications knowledge
Multi-channel contact center software
Customer Relationship Management software (CRM)
Adept in automated attendant systems
Work Experience
09/2009 - SAMSUNG, Greenville, SC USA
06/2010 Technical Support Specialist
Provided accurate and appropriate information in response
to customer inquiries.
Inbound call center.
Troubleshooting customer problems with cell phones
Processed request for repairs, battery request and accessory
replacements.
10/2007 - Gannett INC, Greenville, SC USA
09/2009 Customer Support Specialist
Built customer loyalty by placing follow-up calls for
customers who reported product issues.
Inbound customer service for national news paper
provider
Process customer payments, addressed billing issues and
customer issues.
01/2006 - Menu Works Inc, Greenville, SC USA
08/2007 Account Manager
Manage 40 Accounts.
Providing reorders along with information on new
materials.
Facilitated information flow between customer service,
account management operations, quality assurance, training
and payroll departments to guarantee call center objectives
were met.
Assisted the company in an administrative assistant role.
06/2005 - Mentor 4, Tucker, GA USA
10/2006 Benefits Verifications Specialist
Responsible for timely verifications of medical insurance
benefits
Calling private insurance companies to obtain benefits
information Determining insurance compatibility with health
care providers programs.
Updating and refilling claims
Coordinating with patients regarding their insurance
benefits and medical providers
Re-verifying existing patient insurance coverage
Determining and Evaluating if selected products are
appropriate for insurance benefit plan holders based on
their needs.
09/1998 - NuVox Communications, Greenville, SC USA
06/2005 Provisioning Specialist
Processed new accounts and existing phones lines for number
porting.
Daily contact with regional ILEC and CLECS
Sales support.
Worked as a team member to provide the highest level of
service to customers.
Exceeded targeted sales goals
Maintained friendly and professional customer interactions.
05/2013 Connextions, Concord, NC USA
Account Representative
Outbound/Inbound Call Center
Fielded an average of 60 customer service calls per day.
Provided timely customer service for FedEx Customers
Addressed customer service inquiries in a timely and
accurate fashion.
02/2011 - Convergys, Charlotte, NC USA
03/2012 Call Center Representative
Inbound Call Center
Collected customer feedback and made process changes to
exceed customer satisfaction goals.
Made reasonable procedure exceptions to accommodate unusual
customer requests.
Skills
45 WPM
Great phone etiquette
Great customer service skills,
Accomplishments
Managed call flow with up to 10 calls in queue per minute.
Exceeded corporate target for customer satisfaction for
7 months in a row.
Education
1993 Central Carolina Community College, Sanford, NC USA
Certificate in Office Administrative
1988 University of Maryland at Frankfurt, Frankfurt Germany
Bs In Marketing in Marketing
1982 Greenville High School, Greenville, SC USA
High School Diploma
1982 United States Army Quartermasters School, Fort Lee, VA USA
Army
Military Experience
United States Army: Rank-E-4 (1982 - 1990) Worldwide
References
Sitrena Tharrington
Customer Service Trainer
The Hartford
Malaika Townes
Sales Support Agent
WindStream Communications
Joyce Thompson
Production Manager(Retiree)
3M
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