Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jennifer Brandt

Cañon City,CO

Summary

Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.

Overview

8
8
years of professional experience

Work History

CL Customer Care Specialist

Progressive Insurance
Remote, CO
06.2022 - Current
  • Assist customers via inbound and outbound calls as it pertains to their insurance policies. Gained proficiency in utilizing the two phone systems, Finesse and Jabber.
  • Provide excellent customer service while accessing customers policies to answer questions, complete endorsements, review and carry out customers billing needs; while navigating guidelines specific to Progressive's policies and state specific insurance requirements.
  • During my tenor, I was part of my team's Spirit Team. Responsible for meeting with others from the team to plan games and activities we'd lead in our monthly team meetings.
  • Contributed to team discussions regularly by giving support and sharing knowledge.

Front Desk Manager

Wyndham Mining Exchange
Colorado Springs, CO
11.2019 - Current
  • As a manager I have learned to focus more on the behind the scenes tasks
  • Keeping reports and other paperwork updated
  • Training new agents has helped me with communication, and honing my Opera skills
  • Most notably, being a manager has given me confidence in dealing with guest issues
  • Remaining calm, listening to their needs, and creatively coming to the best resolution possible
  • I have worked all shifts, which has allowed me to gain confidence in all areas of working front desk
  • During night audit included handling any late night guests, and non guest issues that arose
  • During the morning shift it has been crucial to be very self motivated and organized as this begins a new day for the hotel
  • This shift works closely with housekeeping to ensure all rooms and requests are prepared for the day
  • This shift also includes quick problem solving
  • As guests leave with any complaints or concerns, I want them feeling heard, and considering coming back in the future
  • Swing shift has heightened my prioritizing, and efficiency skills
  • This shift is the majority of check-ins, and can get quite busy.

Overnight Stock Associate

Walmart
Fountain, CO
09.2019 - Current
  • Organize grocery shelves, and general merchandise to company's zoning standards
  • After being given my assigned area for the night, I am also given a time in which all my duties are to be done
  • Work freight in a timely manner to it's proper location.

Central Claims Representative - Flex Team Loan Out

Progressive Insurance
Colorado Springs, CO
09.2024 - 01.2025
  • Established strong rapport with callers, gathering relevant information while setting clear expectations.
  • Effectively interpreted and communicated company guidelines, adapting to a dynamic and evolving environment.
  • Engaged with customers to provide support, answer questions, and collect information throughout the claims process.
  • Conducted interviews and corresponded with involved parties to assess coverage and liability, documenting findings and conclusions.
  • Collaborated with estimators to identify unrelated or suspect damages.
  • Investigated and analyzed claims related to animal and weather-related incidents, determining Progressive's liability and coverage.
  • Managed claims from multiple states within a centralized claims operation, handling inbound and outbound calls to facilitate claim resolution.
  • Coordinate the movement and routing of claims across the department, ensuring each case receives timely and appropriate attention.

Server

IHOP
Fountain, CO
06.2019 - 08.2019
  • Greeted guests by offering drinks
  • Prepared all drinks, including specialty drinks
  • Assisted with any menu questions, then made any necessary recommendations, and took the order
  • Used the Micros system to insert drink, and food orders
  • Created check, and took payment using this system as well
  • Throughout their time in the restaurant, I would check on my guests to ensure the best experience for them
  • My responsibility was also to bus, and reset all my tables to IHOP standards
  • Once table work was completed, completing side work was the end of our shift duties
  • Server

Mackenzie Place
Colorado Springs, CO
02.2019 - 05.2019
  • Greeted tables as they sat
  • Took drink orders, and their food orders
  • As this was a retirement community
  • I became close with my guests, so I was able to make suggestions
  • Bussed tables, to our semi- fine dining standard
  • Worked with our micros POS, inputting orders, and settling payments
  • Answered phones to take to go orders, and made deliveries
  • Ended each shift by cleaning, and completing all assigned side work.

Hostess

Kona Grill
Las Vegas, NV
03.2017 - 12.2017
  • I would greet and seat guests with a smile
  • At this location, the Open Table system is used to keep record, and fair rotation in seating
  • I am responsible for answering the phones in a timely manner, with proper etiquette
  • I am also proficient in using the Aloha system
  • This is used to place to-go orders, both in person and over the phone.

Hostess/ Busser/ Server

Squeeze
Henderson, NV
11.2016 - 05.2017
  • Here, I started as a hostess, and was quickly promoted to busser and then server
  • As hostess I would greet and seat guests as they entered, and thanked them for their visit
  • Once, promoted to busser
  • I would greet the table and place their drink order
  • Bussers also prepared the drinks (including cocktails), and deliver them to the table
  • As their meal was finished, I would clear all dishes, and reset the table
  • In order to get promoted to server, I became an expert on the menu
  • This allowed me to answer all my guests questions, and give suggestions while taking my tables orders
  • Then became adept in inputting orders in the computer, and then assisting guests with their payments
  • At the end of each shift, we were responsible for completing all of our sidework.

Education

High School Diploma -

Chaparral High School
Las Vegas, NV
06-2004

Skills

  • Customer service excellence
  • Payment processing
  • Call logging
  • Verbal and written communication
  • First call resolution
  • Call handling
  • Documentation and reporting
  • Claims monitoring
  • Security verification
  • Adaptability and flexibility
  • Inbound customer service
  • Multitasking and organization
  • Empathy and patience
  • Punctuality and reliability

Timeline

Central Claims Representative - Flex Team Loan Out

Progressive Insurance
09.2024 - 01.2025

CL Customer Care Specialist

Progressive Insurance
06.2022 - Current

Front Desk Manager

Wyndham Mining Exchange
11.2019 - Current

Overnight Stock Associate

Walmart
09.2019 - Current

Server

IHOP
06.2019 - 08.2019

Mackenzie Place
02.2019 - 05.2019

Hostess

Kona Grill
03.2017 - 12.2017

Hostess/ Busser/ Server

Squeeze
11.2016 - 05.2017

High School Diploma -

Chaparral High School

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Jennifer Brandt