Customer Service Agent
Resume:
JENNETTE
MITCHELL
PROFESSIONAL SUMMARY
Dedicated professional driven to exceed customer expectations and maximize satisfaction. Bringing 20 years of experience in dynamic roles with success in both autonomous, team, and leadership contexts. I am highly skilled in conflict resolution and diplomatic communication. Offers strong analytical and problem-solving abilities. SKILLS
• Staff Management • Employee Coaching • Training and Development
• Documentation and reporting • Performance Appraisals • Customer Complaint Resolution
• Workflow management • MS Word • Excell
EXPERIENCE
Owner Operator Nov 2023 – Present
Lovely Remnant LLC Raleigh, NC
Oversees core company functions and customer relations for retail and clothing design. Financial Service Agent May 2022 – Jan 2024
Fidelity Investments Raleigh, NC
• Assisted participants with enrollment and maintenance of 401k and Pension benefits.
• Comply with department and company policies, procedures, audit guidelines and regulations.
• Assisted participants with enrollment and maintenance of employer 401k and Pension Plan benefits. Customer Service Trainer January 2021 - January 2022 Convergent Outsourcing Jacksonville, FL
• Developed and implemented Customer Care Specialist training programs and reference materials for over 300 in-office and virtual agents to maintain high quality standards.
• Evaluated new employees' success and retention through one-on-one coaching and regular development exercises and reviewed quality of work.
• Created and introduced Presentations that successfully integrated new policies into the curriculum. Facilitated virtual on- boarding classes with PC and phone setup for virtual and in-office employees. CSR/Training Assistant July 2020 - January 2021
Randstad USA / Conduit Global Jacksonville, FL
• Mentored new hires, resulting in stronger staff development and increased productivity. Sacramento, CA 95818
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• Eliminated process gaps by implementing new methods of standardized training. Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
• Scheduled and taught in class and online courses to increase learning opportunities. Recorded and edited videos for use in later courses or by remote learners. Developed and implemented training programs related to Non-Emergency Medical Transportation.
Property Manager January 2019 - May 2020 Property
Host, Airbnb Jacksonville, FL
• Manage property including housekeeping & maintenance. Resolve problems regarding property, improved operations and provided exceptional client support.
• Drive operational improvements which resulted in savings and improved profit margins. Manage quality assurance program, including on-site evaluations, internal audits and customer surveys. Account Specialist September 2018 - December 2018
Starr Staffing/Ameritech Financial El Dorado Hills, CA
• Research, compile, and prepare enrollment applications on behalf of student borrowers, for approval by Department of Education for Student Loan Forgiveness programs.
• Reviewed account activity to assess financial status and evaluate discrepancies. Call Center Supervisor January 2015 - May 2017
Advanced Call Center Technology North Highlands, CA
• Supervised 25 customer service agents in providing excellent customer service to callers requiring assistance for student loans and billing issues.
• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement. Developed, designed and updated Inbound Call Modeling template and collections checklist for employees. Transaction Coordinator February 2013 - November 2014 Equity Zone Mortgage Elk Grove, CA
• I interviewed applicants to assess loan requirements. Prepared documents for customers, submitting and overseeing each step of closing process.
• Assisted credit officers with loan applications to originate 24 loans over a month. Reviewed and edited loan agreements to promote efficiency and accuracy. Developed and maintained relationships with local real estate agents. Financial Service Representative December 2011 - March 2012 Merrill Lynch Wealth Management/Randstad Staffing Jacksonville, FL
• Assisted clients with brokerage and bank account maintenance for all inquiries regarding stocks, dividends, fees and penalties.
• Offered competitive commercial banking solutions and retail financing options.
• Answered telephone inquiries on banking products including checking, savings, loans and lines of credit.
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