Jennie Washington
Las Vegas,NV
Summary
Professional Customer Care Specialist with extensive knowledge of customer service principles, practices, and procedures. Ability to respond to customer inquiries in a timely and efficient manner. Dedicated Field Service Representative with 10+ years of experience providing technical support to various industries. Expertise in troubleshooting, diagnosing, and resolving hardware and software issues. Possess excellent customer service and communication skills.An administrative professional with a detail-oriented, energetic, hardworking, and reliable work style plus a "can-do" and respectful attitude. Able to learn new processes procedures quickly and accurately, solve problems in a fastpaced work environment, and maintain a high level of productivity.
Overview
11
11
years of professional experience
Work History
Communication Center Representative
ComplexCare Solutions
Las Vegas, NV
04.2025 - Current
- Facilitated remote assistance through chat support or email correspondence when appropriate, offering alternative service channels for customers'' convenience.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries related to products and services.
- Collaborated with fellow representatives to optimize workflows, streamline processes, and share insights for continuous improvement efforts.
- Maintained up-to-date knowledge on company policies, procedures, and offerings to provide accurate information to customers.
- Managed high call volumes, prioritizing tasks based on urgency and ensuring a timely response to customers.
- Exceeded personal performance metrics consistently by maintaining focus on quality interactions over quantity alone.
- Prepared for and responded to unforeseen events and challenges.
- Formulated and communicated new ideas and suggestions that improved overall operation.
- Supported sales goals by identifying cross-selling opportunities during customer interactions and presenting relevant product options.
- Served as a reliable point of contact for customers during high-stress situations, demonstrating professionalism and empathy to defuse tense encounters.
- Strengthened relationships with stakeholders and mobilized support.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Identified and resolved discrepancies and errors in customer accounts.
- Investigated and resolved accounting, service and delivery concerns.
Customer Service Representative
24/7 Intouch
Las Vegas, NV, USA
10.2023 - 03.2025
- Assisted with customer service initiatives to increase customer satisfaction
- Resolved customer complaints in a professional and timely manner
- Trained new customer service representatives on customer service best practices
- Provided timely follow-up to ensure customer satisfaction
- Monitored customer service trends and developed strategies to improve customer experience
- Investigated and resolved customer complaints in a timely and efficient manner
- Assisted customers with account setup and product activation
- Managed customer service escalations and provided resolutions
- Maintained customer loyalty by providing exceptional customer service
Head Cashier
Home Depot
Antioch, CA, USA
06.2020 - 10.2023
- Maintained a clean and organized checkout area to enhance the overall shopping experience for customers
- Mentored new hires to ensure understanding of company values and customer service standards
- Collaborated with the finance department to streamline cash flow processes and reduce wait times for customers
- Collaborated with team members to create a positive work environment that fostered productivity and teamwork
Personal Care
Personal Care
01.2018 - 12.2018
- Manage all household accounts; financial accounts, house bills, and activity expenses
- Prepare and distribute meals
- Provide educational reviews; one on one bonding time and tutor as necessary
- Participate with Employment Services programs to refresh and add to job skills
- Schedule and attend doctor visits and follow up appointments
Administrative Assistant/ Receptionist
East Bay Works
Antioch, CA, USA
01.2017 - 12.2017
- Greeted clients entering the establishment, answered clients questions and provided information
- Answered Multi-Line telephones and provided information to clients, transferred calls to appropriate individuals
- Operated office equipment, such as fax machine, copier and scanner, and phone system and arranged for repairs when equipment malfunctions
- Maintained scheduling and event calendars, scheduled and confirmed appointments for clients, customers, or supervisors
- Completed forms in accordance with company procedures and made copies of correspondence or other printed material
- Conducted searches to find needed information, using such sources as the internet, company databases, and internal references
- Managed projects or contributed to committee or teamwork
- Agenda Creation
- Calendaring / Scheduling
- Event Management
- Expense Reporting
- Filing
- Mail Distribution
- Meeting Planning and Coordination
- Multi-Line Phone Operation
- Office Administration
- Office Equipment Operation
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft Word
Customer Service
KMART/ Sears Holdings
Antioch, CA, USA
01.2016 - 12.2017
- Greeted customers entering establishment, answered customers' questions, and provided information on procedures or policies
- Assisted customers by providing information and resolving their complaints
- Computed and recorded totals of transactions
- Received payment by cash, check, credit cards, vouchers or automatic debits
- Issued receipts, refunds, credits, or change due to customers
- Maintained clean and orderly checkout areas and completed other general cleaning duties, such as mopping floors and emptying trashcans
- Stocked shelves, and marked prices
- Counted money in cash drawers at the beginning of shifts to ensure that amounts were correct and that there was adequate change
- Monitored checkout stations to ensure that they had adequate cash available and that they were staffed appropriately
- Supervised others and provided on-the-job training
- Bagged, boxed, wrapped, or gift-wrapped merchandise, and prepared packages for shipment
Custodial
Franco Cleaning Service
Walnut Creek, CA, USA
01.2015 - 12.2016
- Performed light cleaning duties to maintain private households or commercial establishments, such as hotels and hospitals, in a clean and orderly manner
- Emptied wastebaskets and transported other trash and waste to disposal areas
- Kept buildings in clean and orderly condition, performing heavy cleaning duties, such as cleaning floors, shampooing rugs, washing walls and glass, and removing rubbish
Education
High School Diploma -
Deer Valley High School
06.2015
Skills
- Performance Reviews
- PC Proficient
- Cash Register
- Planning and Scheduling
- Training & Development
- Selling
- Compliance Management
- Persuasive Speaking
- Customer service
- Call handling
- Complaint resolution
- CRM software
- Inbound phone calls
- Customer support
- Gathering information
- Data entry
Timeline
Communication Center Representative
ComplexCare Solutions
04.2025 - Current
Customer Service Representative
24/7 Intouch
10.2023 - 03.2025
Head Cashier
Home Depot
06.2020 - 10.2023
Personal Care
Personal Care
01.2018 - 12.2018
Administrative Assistant/ Receptionist
East Bay Works
01.2017 - 12.2017
Customer Service
KMART/ Sears Holdings
01.2016 - 12.2017
Custodial
Franco Cleaning Service
01.2015 - 12.2016
High School Diploma -
Deer Valley High School