Dynamic Customer Care Professional with 10 Years Experience

Jennifer Schaefer

Parma Heights, OH ***** *********@*****.*** 216-***-****

Professional Summary

Efficient and dedicated Customer Care Representative with 10 years of experience in delivering exceptional customer service across various industries. Proven track record in managing high volumes of inquiries while maintaining a strong customer satisfaction rating. Skilled in problem-solving, CRM software utilization, and team leadership, consistently exceeding performance metrics and enhancing customer experiences. Seeking to leverage expertise in a dynamic customer service environment.

Work Experience

Customer Care Representative (CCR)

TTEC Ohio

August 2024 to January 2026

• Provided exceptional customer service by promptly addressing and resolving customer inquiries, concerns, and complaints

• Achieved an average customer satisfaction rating of XX% through effective problem-solving and communication skills

• Managed a high volume of incoming calls, emails, and live chats from customers in a fast-paced environment

• Utilized CRM software to accurately document customer interactions, issues, and resolutions for future reference

• Resolved billing discrepancies by investigating payment records, issuing refunds or credits when necessary

• Consistently met or exceeded individual performance metrics including call handling time targets and customer satisfaction goals

• Participated in ongoing training sessions to stay updated on product features/updates that directly impacted customers

• Demonstrated strong problem-solving skills by analyzing customer issues and providing accurate and timely resolutions Costumer Service Representative

Liveops Ohio

February 2022 to August 2024

• Provided exceptional customer service by promptly addressing and resolving customer inquiries, concerns, and complaints

• Maintained a high level of professionalism and empathy while interacting with customers to ensure a positive experience

• Utilized CRM software to accurately document customer interactions, issues, and resolutions for future reference

• Developed strong product knowledge to effectively address product-related questions or concerns from customers

• Resolved billing discrepancies by investigating payment records, issuing refunds or credits when necessary

• Maintained a high level of patience, empathy, and professionalism when dealing with frustrated or upset customers

• Managed a large volume of inbound/outbound calls while maintaining a high level of accuracy in documenting customer interactions

Cashier/Stocker Associate

7-11 Convenience Store Parma, OH

October 2019 to October 2021

· Operated cash register, collected payments and provided accurate change.

· Completed daily recovery tasks to keep areas clean and neat for maximum productivity.

· Wiped down counters and conveyor belt to remove debris and maintain cleanliness.

· Helped customers find specific products, answered questions and offered product advice.

· Worked closely with front-end staff to assist customers. dollar general Parma, Ohio Assistant Lead

Dollar General

October 2016 to June 2018

· Built relationships with participants through positive attitude and communication.

· Instructed participants by offering detailed directions to lead [Type] activities.

· Delegated daily tasks to team members to optimize group productivity.

· Directed and led employees, supervising activities to drive productivity and efficiency.

· Maintained inventory accuracy by counting stock-on-hand and reconciling discrepancies.

· Completed inventory audits to identify losses and project demand.

· Initiated inventory control measures to manage and replenish stock, maintain cost levels and meet customer demand.

· Secured revenue, accurately monitoring transactions and deposits to eliminate discrepancies. Education

Paraprofessional Education (Associate of Arts)

University of Phoenix

May 2011

Skills

Office phone management Cash Handling Problem Solving Store opening/closing procedures Customer Relations Cooperative Attitude Honest and Ethical Goal Setting and Achievement Google Workspace Customer Transactions Inventory Stocking Phone etiquette Sweeping and Mopping Retail sales English Customer service Communication skills Return and Exchange Processing Feedback Acceptance Phone answering Policies and Procedures Phone call management Front desk Team leadership Reliable and Responsible Complaint Resolution Check Cashing Detail-Oriented Appointment scheduling Cleaning and Sanitizing Cash register operations

Additional Information

Authorized to work in the US for any employer

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