JENNIFER ABERNETHY
Maiden,USA
Summary
Dedicated and results-driven Contact Center Supervisor with over 10 years of progressive experience in customer service, team leadership, claims processing, and operational support. Known for improving performance metrics, mentoring staff, and delivering exceptional customer service in fast-paced environments. Skilled in Microsoft Office Suite, reporting, and cross-functional communication
Overview
19
19
years of professional experience
Work History
Contact Center Supervisor
On Point Warranty
05.2018 - 07.2025
- Lead and mentor a team of agents handling claims, adjudication, and account support.
- Monitor agent performance through QA scores, CSAT, and real-time metrics.
- Conduct coaching sessions, provide feedback, and maintain service level agreements (SLAs).
- Collaborate with management to improve workflow efficiency and customer satisfaction.
AP Data Specialist
Guardian Protection Products
05.2015 - 05.2018
- Generated daily performance and departmental reports.
- Processed and managed invoices, mattress pad, and cleaning kit orders.
- Handled escalated calls and liaised with distributors and retailers.
- Assisted with refunds, waivers, and quality control of submitted claims.
Customer Service Representative
Guardian Protection Products
03.2012 - 05.2015
- Managed inbound/outbound calls for furniture damage claims.
- Registered customers and assessed claim eligibility through photo review.
- Maintained accuracy in data entry of payables and invoices.
Customer Service Representative
Convergys
10.2011 - 04.2012
- Delivered AT&T customer service, achieving sales and service goals.
- Promoted additional home and cellular services.
General Manager
Domino's Pizza
08.2007 - 01.2009
- Oversaw daily operations, hiring, training, and budgeting.
- Met food/labor goals and maintained high customer satisfaction.
Assistant Manager
Domino's Pizza
10.2006 - 07.2007
- Managed operations in absence of General Manager.
- Ensured high service quality and employee performance.
Education
High School Diploma -
North Mecklenburg
Huntersville, NCSkills
- Microsoft Excel & Word (Intermediate)
- Microsoft Outlook
- Customer Satisfaction (CSAT) Reporting
- Quality Assurance Monitoring
- Team Leadership & Coaching
- Adaptability
- Project Management
- Oral and Written Communication
- Critical Thinking
- Time Management
Timeline
Contact Center Supervisor
On Point Warranty
05.2018 - 07.2025
AP Data Specialist
Guardian Protection Products
05.2015 - 05.2018
Customer Service Representative
Guardian Protection Products
03.2012 - 05.2015
Customer Service Representative
Convergys
10.2011 - 04.2012
General Manager
Domino's Pizza
08.2007 - 01.2009
Assistant Manager
Domino's Pizza
10.2006 - 07.2007
High School Diploma -
North Mecklenburg
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