Jennifer Abney
Dayton
Summary
Dynamic customer service professional with proven expertise at Total Loan Services, adept at resolving conflicts and enhancing client loyalty. Skilled in Salesforce CRM and problem resolution, I excel in high-pressure environments, ensuring compliance and meticulous record-keeping while fostering strong customer relationships. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
7
7
years of professional experience
Work History
Customer Service Representative II
Total Loan Services
05.2021 - 04.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Home Health Aide
6 Roses
03.2019 - 04.2021
- Improved patient well-being by providing compassionate and attentive personal care.
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
- Assisted disabled clients to support independence and well-being.
- Promptly responded to emergency situations such as falls or medical crises providing immediate care and contacting appropriate personnel when necessary.
- Completed medical and program reports and maintained records following clinic standard operating procedures.
Customer Service Representative
Assurant
06.2018 - 01.2019
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
- Assisted clients in filing claims, coordinating with adjusters to expedite the process and secure fair settlements.
- Fielded customer complaints, escalating complex issues to management for resolution.
Education
High School Diploma -
Wayne High School
Dayton06-2007
Skills
- Salesforce CRM system proficiency
- Service standard compliance
- Paperwork processing
- Customer relationship management (CRM)
- Microsoft Office
- Microsoft PowerPoint
- Microsoft Excel
- Microsoft Outlook
- Information security
- Product knowledge
- Problem resolution
Timeline
Customer Service Representative II
Total Loan Services
05.2021 - 04.2025
Home Health Aide
6 Roses
03.2019 - 04.2021
Customer Service Representative
Assurant
06.2018 - 01.2019
High School Diploma -
Wayne High School
Similar Profiles
PATRICIA MORRISPATRICIA MORRIS
SR. NATIONAL REO TITLE COORDINATOR at COMPUTERSHARE LOAN SERVICES NKA NEW REZ LOAN SERVICINGSR. NATIONAL REO TITLE COORDINATOR at COMPUTERSHARE LOAN SERVICES NKA NEW REZ LOAN SERVICING
Jacquline LindsayJacquline Lindsay
Collections Agent at Sallie Mae Student Loan ServicesCollections Agent at Sallie Mae Student Loan Services
MICHELLE TITERAMICHELLE TITERA
High Risk Analyst at Computershare Loan ServicesHigh Risk Analyst at Computershare Loan Services