Jaien Shrew
West Jordan,UT
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Goldman Sachs Bank
12.2022 - 04.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handle incoming calls and incoming chats when account owner has issue with their Apple device, decline transaction, applications, final decisions on a dispute (not in their favor), APR to high, monthly installments, adding family member, technical issue with installing Wallet app, create claim, payment inquiry claim, and medical reimbursement.
- Assisted customers with special requests and last-minute changes, maintaining flexibility and adaptability under pressure.
- Streamlined scheduling processes for improved accuracy and reduced errors, ensuring timely service delivery.
Email Specialist
Optum Financial
08.2021 - 06.2022
- Created support documentation that empowered and enabled the user community to expand their skills, take advantage of system features, and find answers to questions without the need for assistance from the support team
- By providing high-quality and efficient support, I was able to keep existing clients and develop [Number] new accounts
- Followed up with clients to ensure optimal customer satisfaction following support engagement and problem resolution
- Demonstrated professionalism and courtesy to customers while working to resolve complaints, problems, or questions
- Interacted with customers and responded to their questions via email, phone, website live chat, and online forums
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Managed multiple simultaneous email campaigns from start to finish.
- Developed ongoing strategies to optimize for email performance and conversions.
- Strategized and implemented email personalization and dynamic content.
- Ensured compliance with CAN-SPAM regulations through diligent list management and adherence to best practices.
- Executed audience selection criteria by uploading audience lists and creating audience queries within marketing automation tool.
Customer Service Scheduling Specialist
Ken Garff
05.2021 - 08.2021
- Worked with members of the sales team to keep track of inventory levels, complete accurate orders, and resolve item issues
- Guided
- Routed incoming calls to the most qualified personnel and departments within the company
- Gave customers clear demonstrations of alarm systems so they could learn how to use each feature
- Followed standards and procedures to keep a safe working environment
- Ensured that all maintenance activities were completed in accordance with company standards.
- Coordinated closely with other departments for seamless integration of services across various touchpoints throughout the customer journey.
- Conducted regular quality checks on scheduled appointments, proactively identifying potential conflicts or discrepancies before they escalated into larger problems.
- Enhanced customer satisfaction by efficiently managing scheduling requests and promptly addressing concerns.
Disability Advocate
MedData
12.2019 - 05.2020
- Clinical documentation, treatment plans, and referrals were all organized by me
- Kept track of case notes on a daily basis and coordinated follow-up to ensure a smooth case management process
- Provided ongoing counseling to patients to assist them in dealing with various conditions and processes
- Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away
- Solved issues, improved operations, and provided excellent customer service
- Increased customer satisfaction by resolving Service issues.
Virtual Customer Service Representative
Willis Towers Watson
07.2019 - 10.2019
- Delivered information from a script about surveys for an on-demand phone project assignment
- Observed the participants and took notes on their responses
- Had an excellent attendance record and was always on time for work
- Collaborated closely with team members to meet project deadlines, develop solutions, and deliver project requirements
- Patients and their families met with me to discuss medical procedures, medications, treatments, and long-term care plans.
- Assisted customers in navigating online resources, guiding them toward self-service options when appropriate for quicker resolution times.
- Improved customer loyalty with personalized assistance, leading to increased repeat business and positive reviews.
- Participated in training sessions regularly to stay current on company offerings and customer service best practices.
- Investigated and resolved customer inquiries and complaints quickly.
Customer Service
HealthEquity
12.2018 - 12.2018
- Dealt with a wide range of customer service, operational, and administrative tasks every day
- Achieved top performance by strategically adapting to a rapidly changing, competitive environment
- Customer inquiries were handled via phone, email, and web-based platforms.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Responded to customer requests for products, services, and company information.
- Documented customer interactions and transactions for accurate, up-to-date records.
Freight Handler
United States Postal Service
09.2018 - 12.2018
- Planned daily work strategies and followed oral and written instructions to move and ship products correctly
- Kept track of how much time I spent on each assignment each day for productivity reporting
- Estimated weights, heights, and centers of balance to make precise placements
- Customers and supervisors were informed of all emergencies, weather delays, and carrier schedule changes.
- Inspected freight for any damage or faults prior to loading.
- Collaborated closely with team members to complete tasks quickly and efficiently, boosting overall productivity.
- Exceeded performance goals consistently while maintaining high-quality work standards in a fast-paced environment.
Education
High School Diploma -
West Jordan High
West Jordan, UT06.2014
Skills
- Empathy
- Scheduling
- Appointment Scheduling
- Research
- Account updating
- Patience
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
Timeline
Customer Service Representative
Goldman Sachs Bank
12.2022 - 04.2024
Email Specialist
Optum Financial
08.2021 - 06.2022
Customer Service Scheduling Specialist
Ken Garff
05.2021 - 08.2021
Disability Advocate
MedData
12.2019 - 05.2020
Virtual Customer Service Representative
Willis Towers Watson
07.2019 - 10.2019
Customer Service
HealthEquity
12.2018 - 12.2018
Freight Handler
United States Postal Service
09.2018 - 12.2018
High School Diploma -
West Jordan High
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