Gentry Winter
Summary
A dedicated, solutions-oriented professional with over 10 years of experience in customer service, problem solving, and team leadership. Known for my ability to build strong relationships and drive results, I am passionate about delivering an exceptional experience for both the customer and the company. As a mom of three, I understand the importance of time management, empathy, and balancing priorities. With a strong knack for creative problem-solving and a love for the arts, I bring a unique perspective to my professional work, consistently finding innovative ways to address challenges and enhance customer satisfaction.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service and Claim Specialist
Pandion Pro
11.2023 - 01.2025
- Investigate and assess incoming claims for completeness before processing
- Handled disputes promptly while maintaining excellent customer service.
- Analyze claims to determine company liability and make informed approval or denial decisions based on policy provisions
- Manage Zendesk tickets daily, consistently maintaining a service level agreement of under 12 hours
- Balance multiple shipper portals, addressing customer concerns, inquiries, and claims
- Resolve time-sensitive customer escalations to ensure timely and effective resolutions
- Collaborate with internal and external stakeholders to maintain high-quality customer service
- Lead team efforts through active listening, problem-solving, and follow-up communication to ensure resolution of complex cases
Assistant Manager
Zales
11.2015 - 12.2016
- Hired, trained, and developed a high-performing team focused on delivering exceptional customer service
- Managed all jewelry repairs, ensuring attention to detail and quality craftsmanship
- Oversaw cash handling, deposits, and accurate branch record-keeping
- Trained team members on Zales’ brand standards, consistently achieving sales goals and maintaining a focus on customer satisfaction
- Delivered high-quality service and support to customers, building trust through personalized care
Sales Associate
Kay Jewelers and Siebke Hoyt Jewelers
05.2013 - 08.2014
- Managed maintenance orders and communicated with clients via phone and in person
- Gained hands-on experience with watch repairs, jewelry design, and stone setting
- Assisted with rhodium plating, final polishing, and the overall refinement of jewelry items
- Worked alongside experienced jewelers, gaining expertise in the trade and contributing to the business’s success
Education
Bachelor of Arts - Fine Art
Iowa State University
Ames, IA05-2015
Skills
- Adobe Photoshop
- Adobe Lightroom
- Zendesk
- Google Suite
- Excellent written and oral communication
- Customer relationship management
- Problem resolution
- Order management
- Active listening
- Business relations
- Leadership & team development
Certification
- DCA diamontologist certified
References
References available upon request.
Timeline
Customer Service and Claim Specialist
Pandion Pro
11.2023 - 01.2025
Assistant Manager
Zales
11.2015 - 12.2016
Sales Associate
Kay Jewelers and Siebke Hoyt Jewelers
05.2013 - 08.2014
Bachelor of Arts - Fine Art
Iowa State University
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