Customer Service Representative

Jennifer C. Jones

Remote Customer Service Representative

Chesterfield, VA 23838

Cell Phone: (757) 214–7539

Email: *****************@*****.***

Attention: Hiring Manager,

I am writing to express my interest in a remote customer service representative position at your organization. With over a decade of experience providing empathetic, fast, and effective customer support in remote environments, I bring a strong track record of problem-solving, multitasking, and delivering exceptional service.

In my most recent roles with CoverVA and Priceline, I consistently handled a high volume of customer inquiries, navigated multiple systems with ease, and resolved complex issues with professionalism, empathy and patience. I am highly proficient in using CRM platforms with multiple computer screens, Microsoft Office applications, and managing remote workflows efficiently. I am confident that my skills, reliability, and passion for helping others make me a strong fit for your team. I would welcome the opportunity to contribute to your organization's commitment to customer satisfaction. Thank you for considering my application. I look forward to the possibility of discussing how I can support your team's success.

Sincerely,

Jennifer C. Jones

Jennifer C. Jones

Remote Customer Service Representative

Chesterfield, Virginia 23838

Cell: 757-***-**** Email: *****************@*****.***

OBJECTIVE

Experienced remote customer service professional with over 10 years of expertise in delivering empathetic, efficient, and high-quality support. Seeking a rewarding role where I can apply my communication skills, problem-solving ability, and product knowledge to ensure exceptional customer experiences. PROFESSIONAL SUMMARY

Dedicated customer service expert with a proven ability to manage high-volume interactions, resolve complex issues, and build rapport with diverse customers. Skilled in CRM tools, order processing, technical troubleshooting, and maintaining accurate records. Committed to exceeding performance metrics while remaining calm, friendly, and solutions-focused.

WORK EXPERIENCE

Department of Medical Assistance Services - CoverVA Remote Customer Service Agent March 2022 – September 2024

• Provided detailed information on Medicaid application processes and eligibility.

• Educated callers on access to care policies and escalated concerns as needed.

• Processed verification documents, including income and identity records.

• Demonstrated professionalism and empathy through active listening and communication.

• Completed Medicaid applications via phone with high accuracy.

• Maintained thorough documentation of customer interactions. Priceline

Remote Customer Service Agent June 2020 – March 2022

• Managed high-volume inbound calls with professionalism and speed.

• Assisted customers with booking requests, itinerary changes, and travel-related inquiries.

• Identified customer needs and offered proactive solutions.

• Used scripts and probing techniques to clarify issues and deliver tailored support.

• Maintained productivity while navigating multiple systems and databases.

• Build rapport by going the extra mile to engage and satisfy customers. Comcast (Xfinity)

Customer Service Representative August 2013 – June 2020

• Handled inquiries related to services, promotions, billing, and technical issues.

• Delivered accurate product and service information to customers.

• Educated clients on features and benefits to improve service satisfaction.

• Maintained composure and professionalism when resolving complaints.

• Used technical tools and troubleshooting to resolve customer issues efficiently.

• Built long-term customer relationships through attentive service and support. SKILLS/MISCELLANEOUS

- Microsoft Office Suite (Word, Excel, Outlook, Internet Explorer)

- Strong written and verbal communication

- Active listening and conflict resolution

- Fast learner with strong attention to detail

- Technical troubleshooting and multi-system navigation

- Self-motivated, patient, and efficient in remote environments

- Reliable high-speed internet and organized home office setup, with multiple computer screens. EDUCATION

Prince George's Community College

Associate Degree in Business Administration, 1984

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