Coordinator Customer Service Representative
Resume:
Jennifer L. Hanks
Madisonville, KY
***********@*****.***
Work Experience
Wayfair – Virtual
*-** – 8-22
Customer Service Representative, Business Support
As a Virtual Customer Service Representative, I received inbound calls and emails from customers mostly from the business environment usually having to do with concerns on existing orders. Utilizing system tools, I was able to process customer returns or replacement items due to damage or lost in shipping. The incoming emails received would require the same process; utilizing templates I would reply to emails from customers.
Verizon Wireless
7-08 – 9-09
Coordinator Customer Service
West Valley, UT
9-09 - 5-11
Technical Support Representative
West Valley, UT
Provided exceptional customer service and first level of technical support for internal and external voice and data customers. Verified provisioning and diagnosed device or network issues. Preformed troubleshooting for PC Operating systems, specifically Device Manager and TCP/IP Configuration. Used various administrative department tools and online resources for customer resolution on a first call basis. Used trouble ticket system for tracking customer interactions and problem resolution. Evaluated customer’s concerns and resolved problems to customer satisfaction. Demonstrated and practiced regularly the skills necessary to handle any customer service and/or technical support call types that were routed through the center in this function. Followed up with customers to ensure first call resolution and achieve and deliver a world class customer experience.
Jennifer Hanks
Page 2
Verizon Wireless, cont.
5-11-2-12
Coordinator Business Government Customer Operations Center West Valley, UT
2-12-8-18 Transferred to same position to Ohio Hilliard, Ohio The role of Business and Government Coordinator in Verizon Wireless I was responsible for providing quality customer service to business customers, including major national and government accounts. Responsibilities included call handling specific to technical support for advanced products and devices, billing and services related to account inquires, recommendations for purchasing decisions along with customer questions and transactions. As a Verizon Wireless Business Coordinator, I managed all customer transaction, and I was expected to resolve the customer’s reason for calling utilizing call sequencing and taking care of the customer’s needs on a “first call” basis. I was able to utilize troubleshooting guides to solve issues with all mobile devices, with the idea of eliminating unnecessary return calls or reducing transfers to tech support. I was also required to review all customer accounts to identify opportunities to improve revenue and providing the customer with a world class customer experience. GMS Mine Repair & Maintenance
Bookkeeper
Madisonville, KY
7-07 - 6-08
In this role I kept the records for the coal miners as they were assigned to the different mines, sent the reports for their timesheets, managed the store, bookkeeping for all accounts payables using QuickBooks.
Jennifer Hanks
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Fort Knox National Company
Customer Service Rep/Supervisor
Madisonville, KY
1-05 – 1-07
When this company opened the doors in Madisonville, I was in the first class of reps that was trained to be customer service representatives in the brand-new facility. Within 2 months, I interviewed and was hired to be the first supervisor for the new location. The center received incoming calls to take payments for various companies. Azteca Milling LP
HR Assistant/Payroll Processing
Henderson, KY
8-04-1-05
Processed weekly payroll and kept up with union information and FMLA paperwork. This position was moved to Texas in January.
American Medical Response
HR/Operations Assistant
Evansville, IN
10-02-8-04
Administered the pre-hire testing for paramedics and EMT basics. Maintained personnel records for employees, with focus on the required license updates that must be kept current. Processed weekly timesheet Processed accounts payables. Education
Secretarial Science at the Medina County Career Center, Medina OH
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