Jennie Merisier
Haitian-Creole, Winter Haven,FL
Summary
Support professional with over 10 years of experience in customer service, excelling in problem-solving and time management. Proven ability to implement effective decisions that align with both immediate and long-term objectives. Expertise in managing high-volume customer interactions through inbound and outbound calls, online requests, and emails. Committed to delivering exceptional support and consistently exceeding customer expectations.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
Customer Care Representative
Southstate Bank
Winter Haven, Florida
09.2024 - Current
- Delivered exceptional customer service via inbound calls, emphasizing accuracy and professionalism.
- Assisted customers with account inquiries, online banking access, and debit/credit card issues.
- Maintained high first-call-resolution rate by actively listening and efficiently addressing concerns.
- Processed account maintenance requests including address changes, card replacements, and PIN resets.
- Guided customers through digital banking tools like mobile deposits and bill pay features.
- Verified customer identity through secure authentication processes to safeguard accounts.
- Achieved departmental KPIs in call quality, handle time, and customer satisfaction metrics.
- Cultivated positive relationships by maintaining a calm tone in escalated situations.
Auto Claims Adjuster
State Farm Insurance Company (WFH)
Bloomington, IL
12.2022 - 08.2024
- Investigated and analyzed auto insurance claims to determine validity, accuracy, and coverage. Contact customers by phone, email, and mail for information.
- Analyzed policy language to ensure compliance with state regulations and company policies.
- Collect incentive information while processing payments according to terms outlined in policy contracts.
- Prepared detailed reports summarizing all aspects of the claims process.
- Evaluated repair estimates for reasonableness and accuracy prior to authorizing repairs.
- Reviews and adjusts claims by claim processing guidelines.
- Utilized claims software and databases for tracking and managing active claims.
Customer Service Advocate
All Wood Cabinetry
Bartow, FL
10.2020 - 11.2022
- Worked closely with other departments to ensure quality customer service delivery.
- Assisted management with the development of new strategies for improved customer satisfaction.
- Utilized problem solving skills to resolve customer issues quickly and efficiently.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Customer Service Sales Representative
Spectrum
Auburndale, FL
11.2016 - 09.2020
- Conducted market research surveys to gain insights into customer preferences.
- Created detailed proposals for clients outlining products and services offered by the company.
- Monitored market trends and competitive activity to inform sales strategies.
- Attended weekly team meetings to discuss upcoming projects and challenges.
- Answered customer inquiries regarding product features, availability, and pricing.
- Performed administrative tasks such as data entry, filing, and document preparation.
- Developed strong relationships with clients through effective communication.
Trainer/Team Leader
StayWell Medicaid
Winter Haven , FL
03.2012 - 10.2016
- Provided feedback on employee performance based on observed results during training sessions.
- Documented all training activities including attendance records, feedback forms, surveys.
- Recommended changes or improvements in existing training processes as needed.
- Provided constructive feedback and positive reinforcement to keep trainees motivated.
- Trained newly hired top talent to fill key positions and maximize productivity.
- Explained goals and expectations required of trainees.
- Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats.
- Created and offered additional materials to enhance training.
Customer Care Representative
Southstate Bank
Winter Haven, FL
Education
Medical Assistance - Medical Assisting
Southern Technical College
Winter Haven, FL09-2019
High School Diploma -
Auburndale Senior High School
Auburndale, FL05-2011
Skills
- Policy Interpretation
- Claims Investigation
- Bookkeeping
- Claims investigations
- Fraud detection knowledge
- Damage Assessment
- Efficient in excel
- Payment Process
- Analysis Skills
- Handles outbound and inbound calls efficiently
- Customer research
- Call center background
- Debt management
Certification
Florida Department of Financial Servies - 0620, Adjuster - ALL LINES
Languages
4
Education and Training
other,other
Timeline
Customer Care Representative
Southstate Bank
09.2024 - Current
Auto Claims Adjuster
State Farm Insurance Company (WFH)
12.2022 - 08.2024
Customer Service Advocate
All Wood Cabinetry
10.2020 - 11.2022
Customer Service Sales Representative
Spectrum
11.2016 - 09.2020
Trainer/Team Leader
StayWell Medicaid
03.2012 - 10.2016
Customer Care Representative
Southstate Bank
Medical Assistance - Medical Assisting
Southern Technical College
High School Diploma -
Auburndale Senior High School