Customer Service Representative

TIMOTHY S. JEFFERS

Indian Trail, NC 704-***-**** ************@*****.***

OBJECTIVE

Dedicated and customer-focused Customer Service Representative with 20+ years of experience in the customer relations industry. Known for strong communication abilities, problem-solving skills, and attention to detail. Seeking to leverage my expertise in customer relations and knowledge of the collision repair process to deliver outstanding service and ensure a seamless experience for all clients. Passionate about building future relationships with clients by consistently delivering strong written and verbal communication elements.

EXPERIENCE

Customer Service Representative

Classic Collision Matthews, NC Aug 2024-Present

Provide exceptional customer service by addressing client inquiries regarding collision repairs, insurance claims, and vehicle status updates. Assist customers in scheduling estimates, repair appointments, and post-repair follow-ups to ensure a seamless experience. Handle customer complaints with empathy, ensuring resolutions are found while maintaining the company's reputation for quality service. Collaborate with technicians and management to provide accurate timeframes and status updates to customers.

Customer Retention Specialist

Spectrum Charlotte, NC April 2023-Aug 2024

Assist customers with product inquiries, order processing, and issue resolution. Monitor customer accounts and proactively identify opportunities for upselling and cross-selling. Provide personalized solutions to customers, ensuring their needs are met effectively. Analyze customer feedback and trends to recommend process improvements and enhance customer satisfaction.

Customer Service Representative

Lending Tree/Ovation Credit Services Charlotte NC Sept 2014-April 2023

Consistently a top ten performer for customer care calls year over year. Collaborated with cross-functional teams to identify opportunities for improving customer experience. Maintained a high level of product knowledge to address customer questions and concerns. Educated customers on the company's credit products and services, identifying cross-sell opportunities to increase customer engagement and retention.

Customer Service Manager and Senior Representative

Carlson Wagonlit Travel Charlotte NC Jan 2023-Aug 2014

Dedicated Customer Service Manager with annual travel expense savings to clients exceeding $200k. Responsible for managing offsite travel meetings, domestic and international airlines, hotels, and car vendor bookings for client. Managed onboarding new travel client accounts and relocation project management.

Operations Manager & Senior Travel Floater Manager

WorldTravel BTI Charlotte NC July 1993-Jan 2003

Managed operational functions and staffing for travel office with $15+ million in annual sales. Managed a team of travel consultants, overseeing daily tasks, performance, and providing training on best practices for corporate travel management. Coordinated with travel suppliers, airlines, hotels, and car rental agencies to secure competitive rates and negotiate corporate discounts for clients. Provided exceptional customer service by addressing client concerns, resolving issues, and delivering proactive communication regarding travel changes, cancellations, and delays.

EDUCATION

Superior School of Real Estate Charlotte NC

Oral Roberts University Tulsa OK

Lucas Travel School Charlotte OK

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