Customer Service Experience

Jennifer Drummond

Customer Experience Specialist

702-***-**** ***********@*****.*** Las Vegas, NV 89144 PROFESSIONAL SUMMARY

Proven leader in customer service with expertise in conflict resolution and client relations, leveraging strong problem- solving and communication skills to enhance customer experiences. Adept at staff training and managing accounts, ready to drive success as a Customer Experience Specialist. Committed to fostering team collaboration and delivering exceptional service.

SKILLS

Active listening Critical thinking CRM software Microsoft Office Suite Adaptability and flexibility EXPERIENCE

CUSTOMER SERVICE REPRESENTATIVE, Las Vegas, NV

USAA Bank, May 2024-Present

• Supporting one of the largest providers in the U.S. for military service members and their families.

• Handled customer complaints and inquiries in a courteous and efficient manner.

• Responded to telephone inquiries and complaints following standard operating procedures.

• Utilized problem-solving techniques to identify solutions for complex customer inquiries. Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues.

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Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions.

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IMPLEMENTATION MANAGER, Las Vegas, NV

Rakuten Super Logistics, November 2016-February 2020

• Leading Implementations while Onboarding new customers.

• Managing the project from start to finish as account Manager.

• Communicated regularly with clients throughout the implementation process providing updates on progress.

• Provided technical support to end users, troubleshooting issues and resolving customer queries.

• Analyzed complex problems, identified root causes and proposed effective solutions.

• Familiarized new clients with products and services by providing training on new systems.

• Coordinated implementation of new software or systems with external vendors or internal departments.

• Collaborated with product development teams to improve software usability based on user feedback.

• Monitored user feedback and usage data to identify areas for post-implementation optimization.

• Defined project scope, timelines, and budgets, aligning with client needs and business objectives. OPERATIONS PROJECT SPECIALIST, Las Vegas, NV

Rakuten Super Logistics, March 2019-February 2020

• Ensured compliance with organizational policies and procedures when managing projects.

• Utilized advanced problem-solving skills to resolve issues affecting delivery timelines.

• Facilitated communication between various teams throughout the organization regarding project updates.

• Collaborated with external vendors to obtain necessary materials or services needed for projects.

• Communicated project updates, deadlines, and changes to stakeholders effectively.

• Planned, scheduled and coordinate project activities to meet deadlines.

• Scheduled and facilitated project meetings.

• Requested and reviewed project updates to meet deadlines. SALES COORDINATOR III, Las Vegas, NV

CORT Tradeshow & Events, August 2011-November 2016

• Worked with management teams to develop annual sales plans, goals, and targets.

• Generated leads and maintained lists of prospective customers. Attended scheduled training sessions, department meetings, and company events to build expertise and promote company image.

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• Resolved customer complaints in a timely manner while maintaining strong customer relationships.

• Processed all paper flow in and out of sales offices.

• Developed and maintained strong customer relationships and networks within designated sales territory.

• Collaborated with other departments to develop successful sales campaigns.

• Tracked customer orders from initial placement through delivery utilizing internal software systems.

• Managed inventory levels by monitoring stock levels, ordering new supplies as needed.

• Coordinated product demonstrations, presentations and trade shows to promote products and services.

• Adapted to and remained flexible in changing, fast-paced work environment.

• Managed sales team to consistently achieve growth and hit sales targets. SALES COORDINATOR, Las Vegas, NV

Milspec Services, September 2011-August 2012

• Support Australian Defense Department through military contract bidding. Review, organize pricing and synchronize information to meet military, ITAR and Homeland Security requirements as well as maintain accurate database.

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• Report to multiple salesmen in AU office to assist in managing multiple accounts. VOLUNTEER EXPERIENCE

ALZHEIMER'S ADVOCATE, Las Vegas, NV

Alzheimer's Association, January 2013-Present

Being an Alzheimer's advocate involves raising awareness, providing support, and influencing policy related to Alzheimer's disease and other forms of dementia. Advocates work to educate the public about the challenges faced by those affected by Alzheimer's, including patients, caregivers, and families.

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