Customer Service Representative

JEANNIE E CADE

**** ****** *****, ********* ** Columbus, OH 43220

PHONE : 614-***-**** • EMAIL : *************@*****.***

Career Statement: I’m a very personable Customer Service Professional with over 20 +years of

experience, dedicated to providing the highest quality of service possible, without hesitation nor reservation.

Background Summary: For the last twelve years, I’ve enjoyed working in travel, financial and

health care industries. Providing superior service and exceeding company expectations and maintaining a

perfect Attendance and performance record are my main focus. I’ve also secured numerous Company

Achievement awards for delivery of exceptional customer service.

Key Qualifications

Customer Service Self Starter Communication Motivating Time Management

Active Listening Creative Focused Preparation Quality Assurance

Goal Motivated Resilient Dependable Leader Decision Making

Detail Oriented Responsible Innovative Adaptive Team Building

Problem Solving Confident Integrity Energetic Process Improvement

Work Experience

JP Morgan Chase 06/2008 – 09/2011 Columbus, OH

Dispute Advisor/Customer Service Representative

Promoted to Dispute Advisor after 10 months.

Recognized for maintaining a 0% error and 100% accountability.

Continuously commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and

dependability in performance evaluations.

Managed a high volume workload within a deadline driven environment, handling inbound and outbound

claims with personal and professional clients.

Resolved an average of 400+ inquiries in any given week and consistently met performance benchmarks in

speed, accuracy and volume.

Performed account analysis and bank to bank transfers for clients.

Affinion Group xx/2006 to xx/2008 Columbus, OH

CSR Trainer Supervisor/ Customer Service Representative

Coached and mentored new employees during initial probation periods.

Promoted to CSR Trainer Supervisor after 1 year.

Became the lead "go to" person for new reps and particularly challenging calls as one of the company’s

primary mentors/trainers of both new and established employees.

Helped company attain higher customer service ratings and earned dozens of awards for attaining 100%

marks in communication skills, listening skills, problem resolution and politeness.

Received 250+ inbound calls weekly and provided customers with the best service possible.

Researched/Gathered information to assist exhibitors with arranging shipments

Enhanced service experience by resolving cases, quickly and accurately.

Call Tech Communications xx/2004 – xx/2006 Columbus, OH

Customer Service Representative

Handled inbound telephone calls and email cancellations of services.

Improved customer satisfaction ratings with customer testimonies.

Received positive feedback from team members on peer reviews and from senior management personnel on

employee reviews.

Assisted in many operational duties in order to provide most accurate information to customers.

Assisted with special projects and cross trained in other departments as needed.

Helped company attain higher customer service ratings and earned dozens of awards for attaining 100%

marks in communication skills, listening skills, problem resolution and politeness.

NanaCade Daycare Services 6/2001 – 01/2004 Columbus, OH

Daycare Manager / Teacher

Created a Family Outreach & Engagement program to identify and provide childcare services to families in

need of childcare services.

Provided childcare services to 27 families, 36 total children (ages 3 14) throughout 3 year period.

Started, maintained and developed my own licensed childcare facility

Scheduled a daily educational curriculum, 4 meal times and indoor/outdoor physical activities.

Imperial Cleaning Services 6/1990 – 10/1992 Youngstown, OH

District Manager

Received positive feedback from team members on peer reviews and from senior management personnel on

employee reviews.

Managed over +150 clients and companies throughout tenure.

Increased client list from 86 150 over 2 year span.

Education

October 2011 – Present, University of Phoenix Enrolled full time (Online) Pursuing AA in Health and

Human Services

SKILLS

Skill Name Skill Level Last Used/Experience

Customer Service Expert Currently used/21 years

Call Center Service Operations Expert Recently used/10 years

Complaint Handling/Dispute Expert Recently used/20 years

Resolution

Sales Lead Generation Expert Recently used/9 years

Data Entry/Records Management Expert Currently used/16 years

Multiline Phone Use Expert Currently used/30years

MS Office Suite (Word, Excel and Intermediate Currently used/12 years

Access XP 2008)

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