Jacquelyn Kimmel
Mount Vernon,IN
Summary
Dynamic Customer Service Specialist with extensive experience at AT&T, excelling in problem resolution and customer retention. Proven ability to enhance satisfaction through effective communication and tailored solutions. Skilled in managing high call volumes while maintaining professionalism, resulting in increased loyalty and repeat business. Committed to delivering exceptional service and fostering long-term client relationships.
Overview
12
12
years of professional experience
Work History
Customer Service Specialist
AT&T
08.2022 - 02.2025
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Increased customer retention rates by providing exceptional problem-solving skills and personalized solutions.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Monitored quality assurance metrics regularly, identifying opportunities for personal growth and development within the role.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Representative
AT&T Mobility
01.2013 - 12.2020
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
Business Administration
Ivy Tech Community College of Indiana
Evansville, IN05-2016
Skills
- Customer service
- Good communication skills
- Customer relations
- Call center experience
- Excellent written and oral communication
- Customer relationship management (CRM)
- Telephone etiquette
- Data entry
- Problem resolution
- Customer relationship management
- Complaint resolution
- Customer retention
Timeline
Customer Service Specialist
AT&T
08.2022 - 02.2025
Customer Service Representative
AT&T Mobility
01.2013 - 12.2020
Business Administration
Ivy Tech Community College of Indiana
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