Customer Service Management

JENN I FER HENDR IX

*** **** ***** ***** ******, Riverdale, Illinois 60827 C: 708-***-**** *****************@*****.***

PROFESSIONAL SUMMARY

Experienced Customer Service professional. Able to handle a high volume of customer calls in a fast-

paced environment, with minimum supervision, while maintaining emphasis on the highest quality of

customer service. 6Excellent listening skills, oral and written communications. Comfortable in interacting

with all levels of the organization and public. Excellent problem solving and negotiating skills. Able to

make decisions independently and quickly with sound reasoning.

SKILLS

Exceptional communication skills. Quick learner.

MS Windows proficient. Strong client relations.

Creative problem solver. Excellent time management skills.

WORK HISTORY

Quality Assurance, 05/2014-Present

Innovation Group – Schaumburg, IL

• Participates and assists with call monitoring formats and quality standards.

• Performs call monitoring and provides trend data to site management team.

• Uses quality monitoring data management system to compile and track performance at team and

individual level.

• Accurately audits calls and selected faxed in claims for specific clients.

• Participates in customer and client listening programs to identify customer needs and expectations.

• Provides feedback to call center team leaders and managers.

• Assist management with the operations of the call center, queuing, and staffing needs.

• Calls out to adjusters to assist with customers needs in cases regarding time sensitive escalations.

• Accurately logs and input data regarding employees’ attendance, meetings, training, and skills sets.

• Conducts one on one training with employees’ to ensure advancement in each individual’s personal and

professional advancement.

• Assists management with performance plans to ensure each employee is meeting each client’s standards.

• Assists managers with new training classes as well as assisting new employees on the phone while giving

personal feedback in areas that may or may not need improvement.

Customer Service Specialist, 09/2013- 05/2014

• Accurately answers and handles incoming calls from policy holders and claimants reporting accidents.

• Provides correct information to callers regarding the procedures of the claims process.

• Provides superior customer service to callers while documenting and inputting the correct information to

ensure proper handling of claims.

• Utilizes claim tools to analyze and make accurate assessments of coding during the claims process.

• Maintains up-to-date knowledge of all clients, client specifics and recent changes to the call flow to

ensure the proper procedures are met in regards to clients and management team.

• Accurately logs and inputs data for records of altered claims.

Barista, 08/2012 to 06/2013

Rehabilitation Institute of Chicago – Chicago, IL

Consistently provide friendly guest service and heartfelt hospitality.

Greets customers and provides excellent customer service.

Prepares beverages and serves pastries in a timely manner.

Handle currency and credit transactions quickly and accurately.

Restocks the work stations and display cases.

Prep items for later use to save staff time during busy hours.

Accurately performs inventory on all products.

Communicate with vendors regarding back order availability, future inventory and special orders.

Open and close the store in a timely manner.

Customer Service Supervisor, 04/2011 to 08/2012

Shopper's World – Calumet City, IL

Investigated and resolved customer inquiries and complaints in an empathetic manner.

Cross-trained and backed up other customer service managers.

Promptly responded to inquiries and requests from prospective customers.

Strong leader of customer support staff.

Provided accurate, specific and timely performance feedback for CSRs.

Identified individual development needs with appropriate training.

Maintained accurate records of past due customer account activity.

Maintained up-to-date knowledge of product and service changes.

Managed work flow to exceed quality service goals.

Served as the main liaison between customers, management and sales team.

Monitored cash drawers in multiple checkout stations to ensure adequate cash supply.

Balanced drawers and the end of each shift and handled the bank deposit at the end of each work day.

EDUCATION

A+ Network Technician, Current

South Suburban College - South Holland, IL

References upon Request

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