Customer Service Representative

Jodie Whiteside

**** **** ***. **** *** 262-***-****

Pleasant Prairie, WI 53158 *****.***********@*****.***

CUSTOMER EXPERIENCE REPRESENTATIVE

Experienced customer service professional with extensive and diverse experience with small, medium and large organizations. Highly proficient in customer escalation management with proactive engagement to ensure positive interactions with each customer. Consistently recognized for effective interpersonal and communication skills. Results driven leader with 15 years of proven success in building strong customer and coworker relationships. Professional expertise in customer service management with proactive approach to high-volume customer interactions on a daily basis. Excels in a fast-paced environment with an enthusiastic, customer first approach. Ability to actively listen while being empathetic to customer’s needs. Adept at building and sustaining effective customer and coworker relationships at an executive level. Recognized on yearly basis for being a top ranked leader for growing customer satisfaction scores and overall customer experience.

CORE COMPETENCIES

> Proactive Problem Solving > Critical Thinking

> Customer/Partner Loyalty > Interpersonal Communication

> Organization Skills > CRM Expertise

> Solution Oriented > Creative Approach

PROFESSIONAL EXPERIENCE

Level 2 Customer Service Representative (Oct 2019 – Present)

Volkswagen Credit, Inc.: Libertyville, IL

Average 40 calls a day

Assist customer with inquiries regarding financing, registration, payments and lease end

Perform follow-up, setting accurate expectations

Customer Service Representative, VW Credit, Inc. (Nov 2018 – Oct 2019)

Aerotek: Libertyville, IL

Determine caller’s needs, providing accurate, concise and complete resolutions

Average 50 calls a day

Answer inquiries regarding customer financing, registration, payments, etc.

Processed Violations of leased vehicles using multiple systems

Senior Customer Service Representative (Sept 2008-July 2011)

Antioch Dodge: Antioch, IL

Managed free cash flow

Implemented inventory control best practices

Proactively organized financial records

Developed customer engagement best practices

Multitasked throughout several different roles on a daily basis

Authorized return merchandise

Customer Service Specialist (June 2000-Dec 2005)

Commonwealth Edison: Chicago, IL

Dedicated customer account management for regional customer base

Managed customer outage troubleshooting

Proactively engaged customers to avoid collections

Owned team escalation

Mentored new coworkers throughout onboarding process

Dispatch Specialist (May 1990-Aug 1996)

Winthrop Harbor Police Department: Winthrop Harbor, IL

Assisted in detaining and searching of female detainee's

Managed hundreds of calls to police and fire departments

Coordinated and monitored emergency response activities

Determined location and severity of emergencies

Achieved LEADS and medical 911 certification for Illinois state PD

Commissioned to Police Officer

Assistant Radiation Protection Technician (April 1989-April 1990)

Zion Nuclear Power Plant: Zion, IL

Investigated radiation incidents on facility grounds

Processed rehires, transfers, terminations, garnishments and withholding's

Assisted in payroll, and living accommodations for approximately 700 employees.

EDUCATION AND PROFESSIONAL TRAINING

College of Lake County – Criminal Justice/Psychology

Grayslake, IL

Coursework in Counseling and Psychology

Law Enforcement and Justice Administration coursework

Awards

Customer Excellence Award 2001, 2004

Community Service Commendation 1994

Excellence in Emergency Response Commendation 1994

Radiation Safety Management Award 1990

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