Customer Service Center Agent
Resume:
Jenifer M. Bonfiglio
Wichita Ks 67203
*******.*********@*****.***
SUMMARY
Customer Service Professional with expertise in problem resolution, confidential information handling, documentation processing, building customer relations and generating profits. Known strengths in the areas of multitasking, time management, oral and written communications, critical thinking, detail oriented, decision making and team work.
Committed to carrying out employer’s mission, vision and core values with highest degree of integrity.
PROFESSIONAL EXPERIENCE
Ally Financial (formerly GMAC), Wichita, KS 2004-2015
Largest automotive financing company in the world with over $1Billion in assets.
Dealer Service Center Agent (2007-2015)
●Provided personalized customer service at the highest level by use of interpersonal skills, establishing rapport and presenting a positive, friendly attitude.
●Quickly recognized signals of disgruntled customers; diffused the situations and recovered customer loyalty.
or needs.
●Trained new hires to Ally the skills needed to provide excellent customer service to Ally’s customers and dealers.
●Used multiple forms of digital capabilities (phone, web, email) to solve customers’ and dealers’ needs through effective communication while delivering superior customer service.
●Accurately and thoroughly updated systems with status details and other information relating to customer concern Adapted and met the changing demands of the work environment to include flexible hours and overtime as appropriate or miscellaneous duties as assigned.
●Met or exceeded all assigned operational, customer-experience metrics and objectives on a consistent basis. Received repeated customer compliments and consistently met the following established performance metrics: Transactions per hour-8.42 Effectiveness-98.67% Compliance-95.42%
Lease Customer Service Agent (2006-2007)
●Answered calls regarding quotes and requests for documentation.
●Assisted customers in resolving issues concerning their lease obligations.
Received repeated customer compliments and consistently met the following established performance metrics: Insurance Customer Service Agent (2005-2006)
●Assisted customers in removing lienholder placed insurance from customers’ vehicles.
●Processed and requested required documentation from insurance agencies.
●Answered incoming calls from customers concerning insurance.
Retail Customer Service Agent (2004-2005)
●Processed document requests for customers.
●Updated customer account information.
●Assisted customers on incoming calls with account information.
●Received repeated customer compliments and consistently met the following established performance metric:
oQuality-98%
TECHNICAL PROFICIENCIES
●Windows 7
●CARS (Attachmate)
●Citrix
●SAM
●Salesforce
●Outlook
●MS Office Suite
Jenifer M. Bonfiglio Page 2
PROFESSIONAL DEVELOPMENT
●Identifying Identity Theft (2008-2015)
●Fair Credit Reporting Act (2008-2015)
●Insider Trading (2008-2015)
●Motivating Employees (2008-2015)
●Truth in Lending Act (2008-2015)
●Executive Leadership (2008-2015)
●Creating Your Own Leadership Development Plan (2008-2015)
EDUCATION
●Bachelor’s Degree (Anthropology/History), Wichita State University, Wichita KS
AWARDS AND RECOGNITION
●Received awards and recognition for meeting or exceeding performance requirements in the form of certificates of excellence, giftcards, bonuses, and raises.
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