Jennifer Carroll
Colorado Springs,CO
Summary
Adept at problem-solving and active listening, I enhanced customer loyalty and reduced complaints significantly at Conduent by leading a team with a focus on critical thinking and efficient data entry. My background with T-Mobile and Progressive showcases a commitment to client relations and administrative excellence, driving satisfaction and repeat business.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
T-Mobile
10.2021 - 10.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 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.
Customer Service Representative
Charter Communications Inc
07.2021 - 10.2021
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
Customer Service Representative
Progressive
09.2019 - 06.2021
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
- Enhanced customer satisfaction by efficiently addressing and resolving their concerns and inquiries.
- Navigated multiple systems simultaneously for efficient information retrieval during live calls with customers.
- Maintained a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
Customer Service Manager
Conduent
01.2012 - 09.2019
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Education
No Degree - Medical Administration
Heritage College
Las Vegas, NV07.2005
Skills
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Money handling abilities
- Payment Processing
- Professional telephone demeanor
- Client Relations
- Follow-up skills
- Administrative Support
Timeline
Customer Service Representative
T-Mobile
10.2021 - 10.2024
Customer Service Representative
Charter Communications Inc
07.2021 - 10.2021
Customer Service Representative
Progressive
09.2019 - 06.2021
Customer Service Manager
Conduent
01.2012 - 09.2019
No Degree - Medical Administration
Heritage College