Summary
Overview
Work History
Education
Skills
Timeline
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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
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
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
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
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
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
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
Jennie Washington