Jennifer Bruce-Bailey
Covington,GA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
17
17
years of professional experience
Work History
Call Center Representative
Puretalk USA
11.2023 - Current
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty.
- Identified opportunities for upselling products or services, resulting in increased revenue generation for the company.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
Call Center Representative
Carolyn's Communications LLC
05.2023 - 09.2023
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Proficient in medical terminology, HIPAA
- Answered calls for doctor's offices, patched calls to doctors on call, took messages for after hours practices.
Warranty Coordinator
Britt's Home Furnishings
09.2021 - 05.2022
- Processed flooring warranties, billing, and claims for retail customers and for builder-occupied homes.
Camera Monitor
Eyemax Security
08.2014 - 09.2021
- Implemented video surveillance, motion detection, and closed circuit television systems
- Monitored entire facilities while simultaneously dispatching law enforcement to crime scenes
- Issued criminal trespass warnings to crime suspects, assisted police in apprehending criminals.
Office Assistant
Capital Improvement Group
05.2019 - 11.2019
- Oversaw front desk
- Greeted visitors, answered phones, scheduled jobs, created work orders, updated company digital camera, cold called referrals, processed payroll, filed and organized all records.
Service Representative
Builders Wholesale Flooring
05.2018 - 07.2018
- Created and implemented work orders, provided direct assistance to homeowners and builders
- Completed billing for building projects.
Administrative Assistant
Waste Management
02.2018 - 05.2018
- Answered all phone calls, completed all data entry and tag inspections.
Cashier
What a Deal
01.2014 - 07.2015
- Stocked shelves and assisted customers.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Streamlined checkout process for increased efficiency and reduced waiting times.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Exceeded productivity goals through consistent attention to detail and organization during busy shifts.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
Cleaner
Faithful Cleaning
01.2007 - 01.2008
- Cleaned residential homes
- Removed construction debris
- Made newly-built homes presentable for showings.
Education
Diploma -
Tabernacle Christian School
Covington, GA01.1994
Skills
- Proficient in Quickbooks
- Microsoft Office
- RFMS Flooring Software
- Time Management
- Warranty Analysis
- Computer Proficiency
- Attention to Detail
- Teamwork Abilities
- Quality Assurance
- Decision Making
- Conflict Resolution
- Interpersonal Skills
- Customer Service
- Multitasking Abilities
- Critical Thinking
- Telephone Etiquette
- Eligibility Determination
- Product Upselling
- Report Preparation
- Technical Support
References
- Cindy King, Lucinda.king@gmail.com, 276-970-0985
- Alyson Galipeau, alysongalipeau@comcast.net, 603-566-7639
- Jennifer Wade 770-568-2289
- Luke Harp 678-327-8987
Timeline
Call Center Representative
Puretalk USA
11.2023 - Current
Call Center Representative
Carolyn's Communications LLC
05.2023 - 09.2023
Warranty Coordinator
Britt's Home Furnishings
09.2021 - 05.2022
Office Assistant
Capital Improvement Group
05.2019 - 11.2019
Service Representative
Builders Wholesale Flooring
05.2018 - 07.2018
Administrative Assistant
Waste Management
02.2018 - 05.2018
Camera Monitor
Eyemax Security
08.2014 - 09.2021
Cashier
What a Deal
01.2014 - 07.2015
Cleaner
Faithful Cleaning
01.2007 - 01.2008
Diploma -
Tabernacle Christian School
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