Jena Love
Atlanta,GA
Summary
Experienced Customer Care Specialist brings 4+ years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.
Professional Customer Specialist motivated to provide highest quality customer experience. Strong administrative and organizational skills. Dedicated to increasing customer satisfaction and retention through efficient and accurate problem resolution.
Overview
11
11
years of professional experience
Work History
Customer Care Specialist
Kits And Bundles LLC.
Decatur, GA
08.2018 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Defused customer concerns with exceptional conflict and problem resolution skills.
- Used exceptional communication to connect with customers, assess needs and present solutions.
- Verified accuracy of customer account information and updated when necessary.
- Responded to customer inquiries via phone, email, and web-based platforms.
- Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions.
Front Office Manager
Cut Creaters
Atlanta , Ga
05.2016 - 03.2020
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Managed files and records for clients and adhered to safety procedures to prevent breaches and data misuse.
- Coached employees through day-to-day work and complex problems.
- Prepared reports to assist business leaders with key decision making and strategic operational planning.
- Utilized client and staff feedback to maintain customer partnerships and increase revenue.
Front Desk Manager
Atlanta Metropolitan Auto
Atlanta , Ga
09.2015 - 08.2018
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Handled tasks and responsibilities for front office employees during periods of understaffing.
- Prepared weekly employee work schedules for team members.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
- Increased customer service ratings through personable service.
Education
Criminology
LeMoyne-Owen College
Memphis, TN08.2005
Skills
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Information Updates
- Call Documentation
- Courteous with Strong Service Mindset
- Customer Retention Strategies
Timeline
Customer Care Specialist
Kits And Bundles LLC.
08.2018 - Current
Front Office Manager
Cut Creaters
05.2016 - 03.2020
Front Desk Manager
Atlanta Metropolitan Auto
09.2015 - 08.2018
Criminology
LeMoyne-Owen College
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