Jennifer Chavez
Waddell,AZ
Summary
Dynamic leader with extensive experience in customer service management, notably at Auto Glass Excellence. Excelled in enhancing customer satisfaction and loyalty, implementing innovative training programs, and streamlining operations to boost productivity and profitability. Skilled in call center management and workforce planning, coupled with a proven ability to solve problems creatively and lead teams with integrity.
Overview
8
8
years of professional experience
Work History
Customer Service Representative/Manager
Auto Glass Excellence
05.2023 - 07.2024
- Established strong relationships with clients, promoting trust and loyalty in our brand.
- Developed and implemented customer service policies and procedures.
- Improved customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Enhanced team productivity by implementing effective training programs tailored to individual needs.
- Professionally answered incoming calls from policyholders, insurance agents, and/or insurance companies.
- Performed data entry and using glass software program (Omega)
- Invoiced completed jobs, billed insurance companies.
- Handled OEM approvals and ordering of all parts.
- Resolved rejected invoices and resubmitted to ensure payment.
- Responsible for training and developing peers within and outside of the department.
- Routing of jobs in the most efficient manner and utilizing GPS to gauge installer productivity.
- Create and implement improvements to operations to minimize company profitability and achieving company sale goals.
Customer Service Representative
Safelite Auto Glass
11.2022 - 04.2023
- Welcome in-shop customers and resolve customer concerns quickly and efficiently.
- Manage incoming calls, emails for service issues, pricing, warranties, commercial, dispatch,. repair, cash, wholesale and same-day reschedules/cancellations.
- Keep all the moving parts running smoothly by confirming and completing work order information, including verification, additional parts and missing information.
- Handle buyouts, invoices, work orders, manage deleted work orders and processing credit memos and rebills.
- Assist with receiving and returning parts
- Trained and developed new team members
Customer Service Representative
Reliable Glass
03.2022 - 11.2023
- Professionally answer incoming calls from policyholders, insurance agents, and/or insurance companies.
- Dealer parts coordinator
- Dispatch
- Order all parts required for installation
- Used Omega Software
Customer Service Representative
Select Glass
08.2016 - 03.2022
- Answer phones and emails from agents, customers, commercial accounts.
- Data entry using glass software.
- OEM approvals and ordering all parts.
- Scheduling
- Invoicing and resolve rejected claims.
- Receive and return all parts
Education
High School Diploma -
Peoria High School
Peoria, AZ06.2019
Skills
- Call Center Management
- Workforce Planning
- Complaint Handling
- Customer Satisfaction Measurement
- Self-Motivated
- Team Player with impeccable integrity
- Proven problem solving ability with thinking outside the box solutions
- Superior customer service
- Process Improvement
- Leadership Skills
- Inventory Control
- Claims Experience
- Invoicing and Billing
- Dispatch and Routing
- Call Center Experience
Timeline
Customer Service Representative/Manager
Auto Glass Excellence
05.2023 - 07.2024
Customer Service Representative
Safelite Auto Glass
11.2022 - 04.2023
Customer Service Representative
Reliable Glass
03.2022 - 11.2023
Customer Service Representative
Select Glass
08.2016 - 03.2022
High School Diploma -
Peoria High School
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