Customer Service Experience

Jennifer Asmus

Shenandoah, IA 712-***-**** ************@*****.***

Professional Summary

Dedicated and award-winning customer experience professional with 30+ years of expertise in customer service, dispatch operations, and employee training. Recognized as a five-time Apex Award winner for outstanding performance and commitment to service excellence. Skilled at building strong relationships with teams and customers, optimizing workflows, and solving complex problems under pressure. Seeking to leverage proven experience and leadership in a Customer Experience Representative role.

Core Skills

• Customer Experience & Support

• Dispatch Operations & Scheduling

• Team Training & Coaching

• Problem Solving & Conflict Resolution

• Relationship Management

• Systems Proficiency: Salesforce, Genesys, IEX, Slack, Microsoft Office, and multiple CRM/dispatch platforms

Professional Experience

DirecTV – Dispatcher

Red Oak, IA Jul 2014 – Present

• Manage daily routing and scheduling for Southwest and Western regions, ensuring on-time service delivery and customer satisfaction.

• Partner with area and field managers to resolve escalations, balance workloads, and maintain smooth daily operations.

• Identify and correct routing errors, preventing delays and improving technician efficiency.

• Maintain strong professional relationships with cross-functional teams, fostering collaboration and seamless issue resolution.

Complete Call Solutions – Customer Service & Trainer

Omaha, NE Oct 2012 – Apr 2014

• Handled inbound customer support for multiple companies, adapting to diverse client needs.

• Trained and coached new hires, improving team performance and retention.

• Independently managed overnight operations, ensuring consistent service quality.

Achievements

• 5x Apex Award Winner – Recognized for outstanding customer service performance at DirecTV.

• Over 30 years of proven customer service excellence across industries.

• 10+ years of training, coaching, and mentoring new employees.

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