Customer Service Call Center

JENNIFER SCHONFELD

**** * ***** **** ***** TX. **075 · 903-***-****

*******@****.***

Summary

Dedicated Customer Service Representative motivated to improve service satisfaction and contribute to companies success.

Diplomatic professional versed in applying strong communication, problem-solving skills and polite, professional demeanor to resolve customer issues and maximize satisfaction. Experienced in exceeding performance goals in a fast paced call center environment.

Skills

Call Center operations

Good attention to detail

Call Center Experience

Resolving Issues

Quality Control

Data Entry

Customer Communications

Focused and driven to completing assignments

Training/Coaching Experience

Performance Monitoring

Call Control Skills

Experience

Customer Service Associate- 06/2021-current

AXS – Dallas, TX

Deliver fast, friendly and knowledgeable service for routine questions and service complaints.

Support customer service goals and enhanced relations through friendly, knowledgeable and positive communication.

Maintained customer satisfaction with forward thinking strategies focused on addressing customer needs and resolving concerns.

Consulted with customers regarding needs and addressed concerns in a fast past, high call volume atmosphere.

Answered customer calls promptly to avoid on hold wait times.

Offered advice and assistance to customers, paying attention to special needs or wants.

Customer Service Representative- 02/2016 to 03/2020

Cornerstone Staffing – Addison, TX

Met or exceeded call speed, accuracy and volume on consistent basis

Asked probing questions to determine service needs and accurately input information into electronic systems.

Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

Helped to train and coach new employees.

Audited calls for Quality Assurance.

Auditor- 07/2010 to 01/2016

Medicare Recovery – Dallas, Tx

Prepared special audits and control reports

Evaluated nursing home operations data and produced relevant audit reports

Wrote reports, gathered documents and organized documentation.

Performed audits of operational and financial areas to check compliance

Communicated audit findings by preparing final reports for the company owner

Audited payment and receipt documentation to verify compliance with Medicare regulations.

Insurance Agent – 02/1996 – 06/2010

Famous Insurance Agency- Garland, Tx

Delivered outstanding customer service and built rapport with clients.

Coordinated appointments and consultations with clients to identify individual needs and gain better understanding of overall financial situations.

Wrote new policies, and serviced existing as well as renewed policies.

Collected payments

Worked directly with customer and insurance companies to resolve issues.

Education and Training

Lakeview Centennial High School – Garland, Tx

General Studies, 05/1995

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