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Jene Giannola
Customer Service Representative
FL
Work Preference
Summary
Dedicated customer service expert with strong communication and critical thinking skills. Known for resolving customer complaints empathetically, leading to increased loyalty and repeat business.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Redemptorist Fathers of Baltimore
New Smyrna Beach, FL
05.2018 - Current
- Enhanced customer satisfaction by providing personalized support and follow-up services.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed multi-line phone system to ensure timely response to client requests.
- Trained new staff on customer service protocols and operational procedures.
- Collaborated with team members to streamline workflow and improve service delivery efficiency.
- Analyzed service trends, contributing to strategic decision-making for process enhancements.
- 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.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Conducted training sessions for new hires, ensuring consistent level of service across the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across the company.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Customer Care Representative
Penn Treaty
Laguna Woods, CA
06.2010 - 02.2016
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Coordinated with cross-functional teams to enhance customer satisfaction and service delivery.
- Documented customer interactions accurately within CRM systems to maintain comprehensive records.
- Trained new team members on customer service protocols and company policies for consistent support.
- Identified opportunities for process improvements, streamlining workflows to increase response efficiency.
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Logged call information and solutions provided into internal database.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
- Participated in ongoing training sessions to enhance skills and stay current on industry best practices.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
Education
No Degree - Diagnostic Medical Sonography
Keiser University
Daytona Beach, FLHigh School Diploma -
L'Anse Cruese High School North
Macomb, MISkills
- Customer service
- CRM proficiency
- Data analysis
- Microsoft Office Suite
- Microsoft Excel
- Microsoft Outlook
- Microsoft PowerPoint
- Problem resolution
- Microsoft outlook
- Workflow optimization
- Active listening
- Critical thinking
- Professional telephone demeanor
- CRM management
Timeline
Customer Service Representative
Redemptorist Fathers of Baltimore
05.2018 - Current
Customer Care Representative
Penn Treaty
06.2010 - 02.2016
No Degree - Diagnostic Medical Sonography
Keiser University
High School Diploma -
L'Anse Cruese High School North