Customer Service Representative
Resume:
Jennifer Robinson
Walnut Cove, NC *****
*********@*****.***
Professional Summary
Results-driven customer service professional with 15+ years of experience in enhancing customer satisfaction and resolving complex inquiries across various industries. Proven track record in managing high call volumes, achieving a 100% increase in customer satisfaction, and reducing complaints by 34%. Skilled in training new team members and implementing process improvements that led to a 100% reduction in escalations. Seeking to leverage extensive customer support expertise in a dynamic customer service representative role.
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Willing to relocate: Anywhere
Work Experience
Customer Engagement Specialist
DICKS SPORTING GOODS-Cornelius, PA
February 2023 to September 2025
To Handle all tier1 escalations, access athletes with orders or questions they have. Train all new team members to learn and follow all guidelines in the company valued. This is a seasonal position but it was a interesting with golf galaxy and gogo go gone
• Managed volunteer programs by recruiting, training, scheduling, and recognizing volunteers' contributions
• Implemented outreach strategies targeting underrepresented populations within the community
• Provided exceptional customer service to a high volume of customers, consistently exceeding performance targets and achieving XX% customer satisfaction rating
• Mentored and trained new team members on company policies, procedures, and best practices to ensure consistent delivery of excellent customer service
• Managed a large volume of incoming calls/emails/live chats while maintaining high quality standards for response time and accuracy
• Collaborated with cross-functional teams including sales, marketing, and technical support to address customer needs effectively
• Developed comprehensive knowledge of products/services to provide accurate information and recommendations to customers
• Utilized CRM software to track interactions with customers, update account information, document issues/resolutions, and generate reports for management analysis
• Conducted regular training sessions for the entire team on effective communication techniques, customer engagement strategies, and conflict resolution methods
• Assisted in developing standard operating procedures (SOPs) for the Customer Service department, ensuring consistency in service delivery across all channels
• Assisted in the development and implementation of customer loyalty programs to increase customer retention rates by XX%
• Participated in cross-functional projects aimed at improving overall customer experience by identifying pain points, implementing solutions, and measuring results
• Served as a subject matter expert on product knowledge and troubleshooting techniques within the Customer Service department
• Achieved an average first-call resolution rate of XX% through effective problem-solving skills and comprehensive understanding of products/services
• Cultivated positive relationships with customers through active listening, empathy, and personalized communication strategies
• Maintained accurate records/documentation of all customer interactions using CRM software/systems
• Consistently achieved high performance metrics, including average handle time, first-call resolution rate, and customer satisfaction scores
• Served as a mentor for junior Customer Service Representatives, providing guidance and support to foster their professional growth
• Identified opportunities to streamline processes within the Customer Service department, leading to a XX% increase in overall efficiency
• Maintained up-to-date knowledge of industry trends, competitors' offerings, and best practices through ongoing training and self-study
• Demonstrated strong problem-solving skills by effectively resolving complex issues raised by customers
• Achieved recognition as 'Top Performer' within the Customer Service department for consistently exceeding targets and delivering exceptional service
• Increased team productivity by implementing performance tracking tools/metrics that provided actionable insights into individual/team performance areas requiring improvement CSR - Customer Service Representative (Remote)
VF Corporation-Appleton, WI
October 2020 to February 2023
• Provided exceptional customer service by promptly responding to inquiries and resolving issues, resulting in a 100 % increase in customer satisfaction
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding the department's average response time of 4.00 minutes
• Built strong relationships with customers through active listening and empathy, resulting in an 34% decrease in customer complaints
• Assisted customers with product selection, order placement, and tracking shipments, ensuring accurate and timely delivery
• Resolved billing discrepancies by collaborating with the finance team, resulting in a 82% reduction in accounts receivable errors
• Collaborated with cross-functional teams including sales, marketing, and operations to address complex customer inquiries or issues
• Provided product knowledge training to new hires as part of the onboarding process to ensure consistent service quality across the team
• Implemented proactive measures such as sending personalized follow-up emails or making courtesy calls to ensure customer satisfaction after resolution of their concerns
• Participated in regular training sessions to stay updated on new products/services/features as well as best practices for delivering exceptional customer experiences
• Contributed positively to team morale through active participation in team meetings/activities fostering a collaborative work environment focused on achieving shared goals
• Identified opportunities for process improvement based on common customer pain points or recurring issues; proposed solutions that were implemented successfully resulting in 100% reduction in escalations
• Resolved complex customer complaints by actively listening to concerns, empathizing with their frustrations, and finding appropriate solutions within company guidelines
• Collaborated with cross-functional teams including sales, logistics, and technical support to ensure seamless resolution of escalated issues for VIP customers
• Assisted customers with order placement, tracking shipments, processing returns, and handling billing inquiries with a focus on efficiency and accuracy
• Managed a high volume of incoming calls and emails, consistently meeting or exceeding the department's average response time of 4.00 minutes
• Provided exceptional customer service by promptly responding to inquiries and resolving issues, resulting in a 100% increase in customer satisfaction ratings
• Demonstrated strong product knowledge to effectively address customer questions and provide accurate information on features, pricing, and promotions Member Support Specialist, Full-Time
HealthMarkets-Remote-VA
April 2016 to November 2019
• Provided exceptional customer service to patients, ensuring a positive experience throughout their visit
• Scheduled and confirmed patient appointments, efficiently managing a high volume of calls and inquiries
• Verified insurance coverage and obtained necessary authorizations for medical services, minimizing billing errors
• Assisted with the check-in process by verifying patient demographics, collecting co-pays, and explaining office policies
• Collaborated with healthcare providers to coordinate referrals for specialized treatments or consultations as required
• Managed incoming/outgoing correspondence such as emails, faxes, and mail to ensure timely communication between patients and healthcare professionals
• Increased appointment adherence rate by 82% through proactive reminder calls
• Technical Proficiency:
• Knowledge of SAP systems and modules, such as SAP S/4HANA.
• Familiarity with hardware infrastructure, including servers, storage, and networking.
• Understanding of database management systems like HANA.
• Experience with system integration and troubleshooting.
•
Inmar- Remote Customer Inbound Sales and Calls
J.Crew-Rural Hall-NC
March 2013 to February 2016
• Consistently exceeded monthly sales targets by 85% through effective prospecting and closing techniques
• Utilized CRM software to track leads, manage customer interactions, and streamline the sales process
• Developed strategic sales plans to penetrate new markets, resulting in a 15% increase in revenue
• Collaborated with cross-functional teams including marketing, product development, and customer service to drive sales initiatives
• Provided exceptional customer service throughout the entire sales cycle, addressing inquiries promptly and resolving issues efficiently
• Trained new team members on product knowledge, selling techniques, and company policies/ procedures
Customer Solutions Specialist
Duke Energy-Charlotte Cove, NC
March 2009 to November 2013
• Provided exceptional customer service by promptly responding to inquiries and resolving issues, resulting in a 100% increase in customer satisfaction
• Managed a high volume of incoming calls and emails, ensuring timely resolution of customer concerns
• Developed comprehensive knowledge of products and services to effectively assist customers with their inquiries and provide accurate information
• Assisted customers with product returns or exchanges, following company policies and procedures to ensure smooth transactions
• Resolved billing discrepancies by working closely with the finance department, resulting in a 55% reduction in billing errors
• Participated in training sessions to enhance product knowledge and improve overall customer service skills
• Addressed escalated complaints from dissatisfied customers, demonstrating empathy while finding appropriate solutions that met both the company's objectives and the customer's needs
• Resolved customer inquiries, complaints, and issues in a timely and professional manner
• Maintained a high level of product knowledge to effectively assist customers with their needs
• Identified opportunities for upselling or cross-selling products/services to enhance the customer experience
• Utilized CRM software to track customer interactions, update account information, and document issue resolutions
• Participated in team meetings to discuss best practices, share knowledge, and collaborate on problem- solving initiatives
• Achieved monthly targets for average handle time (AHT) while maintaining quality standards for each interaction with customers
• Analyzed data from surveys or feedback forms to identify trends or areas where improvements could be made
• Provided product demonstrations or explanations as needed during the sales process
• Implemented a proactive approach to customer service, anticipating potential issues and addressing them before they became problems
• Assisted customers with troubleshooting technical issues related to products/services, providing step- by-step instructions or coordinating with technical support teams when necessary
• Achieved highest average customer satisfaction rating among team members for three consecutive quarters
• Trained new hires on company policies/procedures regarding customer interactions and issue resolution
• Consistently achieved monthly targets for upselling/cross-selling additional products/services to customers
• Developed and maintained a comprehensive knowledge base of frequently asked questions (FAQs) for quick reference during customer interactions
• Provided feedback to management regarding common customer pain points or areas where improvements could be made
• Assisted in the development and implementation of customer loyalty programs to enhance customer retention rates
Loader
UPS-Greensboro-NC
August 2010 to April 2013
• Efficiently loaded and unloaded shipments onto trucks, ensuring accurate placement and secure packaging
• Operated forklifts and other material handling equipment to move products within the warehouse
• Verified shipment details against shipping documents to ensure accuracy and completeness
• Maintained inventory records by accurately documenting incoming and outgoing shipments
• Inspected packages for damage or defects, reporting any issues to supervisors or quality control personnel
• Followed proper loading techniques to maximize truck capacity while maintaining product integrity during transit
• Increased overall efficiency by implementing a new system for organizing warehouse space, resulting in a 68% decrease in retrieval time
• Coordinated with suppliers regarding delivery schedules and resolved any discrepancies or delays
• Assisted with periodic physical inventory counts
• Collaborated with cross-functional teams to improve overall supply chain efficiency
• Participated in continuous improvement initiatives to streamline warehouse operations and reduce costs
• Successfully loaded an average of 30-40 trucks per shift, meeting tight deadlines without compromising safety standards
Line Server
K&W Cafeteria-Winston-Salem, NC
August 2008 to April 2010
• Served food to customers in a fast-paced cafeteria setting, ensuring accurate portioning and presentation
• Assisted with food preparation tasks such as slicing vegetables, assembling sandwiches, and plating desserts
• Maintained cleanliness and organization of serving area, adhering to health and safety regulations
• Provided excellent customer service by greeting guests, answering questions about menu items, and accommodating special requests
• Managed multiple tasks simultaneously during peak hours while maintaining attention to detail
• Adhered to proper food handling procedures to maintain quality standards and prevent cross- contamination
• Trained new line servers on company policies, procedures, and best practices for efficient service delivery
• Collaborated with kitchen staff on daily specials/menu changes; communicated information effectively
• Handled high-pressure situations calmly while maintaining a positive attitude towards customers/co- workers
• Suggested upsells/add-ons based on customer preferences/trends resulting in increased sales/revenue
• Provided support during special events/functions by setting up/breaking down serving stations as needed
• Demonstrated strong teamwork skills by assisting colleagues during busy periods or when additional help was needed
• Achieved consistently high ratings on customer satisfaction surveys through attentive service and positive attitude
• Closely monitored food quality throughout the shift, ensuring that all items were fresh and properly prepared
• Mentored new team members on best practices for exceptional customer service delivery
• Suggested improvements/streamlined processes resulting in increased efficiency/productivity within the team
Education
Bryant and Stratton College-Greensboro, NC
October 2016 to May 2020
Skills
• Technical support (3 years)
• LAN
• Microsoft Exchange (7 years)
• Social media marketing
• Horticulture
• Time Management (5 years)
• Software troubleshooting
• Cleaning Experience (10+ years)
• Outbound calling (8 years)
• Administrative experience (7 years)
• Team Member (10+ years)
• Lawn Care (5 years)
• Slack (2 years)
• Java (8 years)
• Call center (7 years)
• Microsoft Word
• Google Suite
• English (10+ years)
• Scripting (6 years)
• Customer service (10+ years)
• Pallet Jack (5 years)
• Telemarketing
• Help desk
• Windows (8 years)
• Search engines
• Upselling (5 years)
• Food Service (6 years)
• Android
• Organizational skills (5 years)
• Computer networking (5 years)
• Merchandising (8 years)
• Fast Food (10+ years)
• Conflict management (4 years)
• Reach Truck
• Operating Systems
• Outbound sales (8 years)
• Computer skills (10+ years)
• Microsoft Windows Server
• Mac OS
• Freight Experience (6 years)
• Warehouse experience (8 years)
• Sales
• Shipping & Receiving (8 years)
• Live chat (7 years)
• Microsoft Office
• Order picking (8 years)
• Salesforce (10+ years) (5 years)
• Quality assurance (7 years)
• Inside sales (8 years)
• System Administration
• Pricing
• Load & Unload (8 years)
• Zendesk (2 years)
• Live Chat (8 years)
• Negotiation
• Excel (5 years)
• Communication skills (5 years)
• Materials Handling (8 years)
• Snow Plowing
• Landscape Maintenance
• Food Prep (7 years)
• Groundskeeping
• Serving Experience (5 years)
• Data entry
• Kitchen Experience (8 years)
• Microsoft Excel (10+ years)
• Customer support (10+ years)
• Leadership (3 years)
• Google Docs (7 years)
• Microsoft Word (10+ years)
• CRM software (7 years)
• Typing (10+ years)
• Data entry (3 years)
• Cooking (10+ years)
• Analysis skills (3 years)
• Troubleshooting (8 years)
• SharePoint
• Customer relationship management (5 years)
• Packaging (8 years)
• Order entry (5 years)
• Microsoft Excel (8 years)
• Mowing
• Communication skills
• Phone etiquette (10+ years)
• Gardening
• Customer Service (10+ years)
• Medical terminology
• Microsoft Office (5 years)
• Leadership Experience (5 years)
• Product management
• Sales (10+ years)
• Restaurant experience (8 years)
• Project management
• iOS
• Cashiering (10+ years)
• Spanish
• Phone etiquette
Certifications and Licenses
Food Handler Certification
CPR Certification
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