- Fundraising Events
- Advocacy Campaigns
- Community Cleanup
- Youth Development Programs
Crystal Jena
Emporia,VA
Summary
Proven Customer Service Specialist with a track record of enhancing customer satisfaction and loyalty at Chapman Tile Service. Expert in conflict resolution and problem-solving, adept at managing high-stress situations with professionalism. Demonstrated critical thinking and active listening skills, significantly improving customer relations and repeat business. Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Chapman Tile Service
01.2021 - 03.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Service Representative
Best Buy
01.2020 - 01.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Manager
Alrenco
04.2016 - 04.2019
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
Accounting Representative
Texas Roadhouse
02.2008 - 03.2010
- Streamlined accounting processes for increased efficiency by implementing new software solutions.
- Performed detailed account activity analysis as required for month-end financial variance reporting.
- Facilitated clear communication between finance teams and other departments, ensuring consistent understanding of relevant figures and processes.
- Answered vendor inquiries and followed up in quickly by phone and email.
- Assisted in the development of internal controls, reducing instances of fraud or discrepancies in financial reporting.
- Prepared weekly accounts payable aging schedules and ran payment selection and reports for payment requirements weekly.
Car Salesperson
Hannan Oldsmobile, Perkins Motors
03.1996 - 02.2006
- Negotiated purchase prices and explained sales, warranty, and optional products.
- Cultivated strong relationships with clients, resulting in numerous referrals and repeat customers.
- Answered telephone and email inquiries from potential customers.
- Followed-up on warm Internet leads and responded to customer questions about vehicle availability, price, and options while fielding inquiries from various marketing websites.
- Collaborated with finance team to secure optimal financing options for customers, ensuring a seamless purchasing process.
- Boosted customer satisfaction by providing comprehensive information on vehicle features and options.
- Closed sales by overcoming objections, asking for sales, negotiating price, and completing purchase contracts,
- Demonstrated exceptional product knowledge, allowing for personalized recommendations based on customer preferences and requirements.
- Greeted customers on lot and in showroom to answer questions about brand and available inventory.
Education
GED -
Silver Creek High School
Sellersburg, IN03-1986
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Customer Relations
- Problem Resolution
- Call center experience
- Conflict Resolution
Accomplishments
- Cashier - Achieved highest Number of new credit accounts opened within one-month period.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Certification
- HubSpot Sales Software Certification – HubSpot Academy.
Interests
Timeline
Customer Service Representative
Chapman Tile Service
01.2021 - 03.2024
Customer Service Representative
Best Buy
01.2020 - 01.2021
Manager
Alrenco
04.2016 - 04.2019
Accounting Representative
Texas Roadhouse
02.2008 - 03.2010
Car Salesperson
Hannan Oldsmobile, Perkins Motors
03.1996 - 02.2006
- HubSpot Sales Software Certification – HubSpot Academy.
GED -
Silver Creek High School
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