Summary
Overview
Work History
Education
Skills
Timeline

JENNIFER DANIELS

Bryans Road,MD

Summary

Motivated to secure a position as a Passport Specialist for the Bureau Of Consular Affairs; eager to excel in a position that encourages professional development that would allow for advancement. With over 15 years’ of experience providing excellent customer service. Demonstrated knowledge working with customers in a timely, accurate and professional manner. Results oriented team player, seeking to join a collaborative and positive environment. Works efficiently and documents meticulously per protocol guidelines in a fast-paced setting. Known for having the ability to lead, think critically/ independently, handle pressure, maintain professional integrity, and adapt to any environment. Customer Service Skills Flexible/ Adaptable Accuracy/ Attention to detail Collaborator/ Team Player Strong Analytical Skills Effective Decision Making Effective Oral/ Written Communication Ability to learn quickly Punctual Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

12
12
years of professional experience

Work History

Customer Service Specialist

MONTGOMERY COUNTY GOVERNMENT
10.2016 - Current
  • Responsible for answering large amount of inbound calls
  • Listening to customers concerns, identifying and assessing customers' needs to achieve customer satisfaction; Efficiently handle inbound phone calls with diverse clients, ensure all calls are handled with effective customer service; Properly transfer internal and external calls to appropriate departments and give referrals as needed to utilize other county benefits; providing accurate, valid and complete information by using right tools and methods
  • Daily average consists of answering 50+ civilians and county client calls, responding with detailed, accurate, and thorough information within recommended time limits; Maintains positive, empathetic, and professional attitude towards all callers
  • Coordinate with internal departments to process new hire employee packets and process new badge request; Collaborates with hiring managers to schedule new hiring orientation for new employees; Assist with developing standard of procedures for new hire orientation; Conducts onboarding for new hire employee within Call Center department; Experience with handling complex calls by using de-escalation techniques; Responds promptly to civilian’s complaints via fax, emails and incoming calls; Accurately follows communication guidelines, policy, and procedures;
  • Proficient with operating in call center under metric system evaluating performance and productivity; Contacts management to raise interpersonal or compliance concerns; Demonstrates knowledge in various forms of call center software.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Complied with company policies and procedures by encouraging positive and effective work environment among employees.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

Special Police Officer/ Customer Service

DMV SECURITY SERVICES
04.2019 - 01.2022
  • Worked as Special Police Officer; Ensured safety of residents, staff and property of Woman’s Shelter facility;
  • Enforced District of Columbia law as well as Shelter rules and regulations; Responsible for patrolling assigned areas of property and personnel by maintaining high visibility to prevent any illegal or inappropriate actions;
  • Monitored and controlled access of building entrances and vehicle gates; Reported any suspicious or unusual occurrences to authorities and management; Secured premises by patrolling property during tour of duty; Alarm and disarming security systems in facility; Monitored multi camera surveillance/video camera equipment; Conducted hourly inspections of building, and permit guess entry
  • Participated in annual trainings to uphold and maintain privacy rules of residents, staff, and personnel proprietary information; Documented incidents and administrative reports in complete, clear and concise manner; Conducted basic investigations; Exhibited proficient verbal and written communication skills; Conducted trainings for new hires on position protocols, computer systems, and customer service; Collaborated with team members to ensure assigned posts are appointed effectively, to exceed in performance and reduce liability
  • Effectively received/transmittal radio communications, electronic messages and receive and relay information via landline phone; Maintained complete and accurate logs and records; Able to adjust to fluctuating situations, and act intelligently in emergency situation whether acting independently or collaboratively; Certified and performed first-aid or CPR if needed.

Customer Service Agent

FEDEX, RANDSTAD STAFFING, FedEx Home Delivery
01.2013 - 12.2015
  • Worked as a Customer Service Agent for, services; Effectively and timely addressed concerns related to FedEx Home Delivery services, pricing, shipment tracking, and delivery status; Resolved issues by identifying immediate concern, such as lost or damaged packages, delivery delays, and billing discrepancies, by coordinating with other departments or escalating issue to higher authority; Monitored and tracked packages through delivery process;
  • Provide customers with updates on their shipments, and assisted with address changes or delivery rescheduling;
  • Responded to customer inquiries through phone, email, and online chat
  • Processed customer transactions such as placing orders, creating shipping labels, and processing payments, ensuring accuracy and compliance with FedEx policies and procedures; Maintained customer records by accurately documenting customer interactions, orders, and resolutions in appropriate systems, ensuring data integrity and confidentiality;
  • Supported internal operations by collaborating with other FedEx departments, such as dispatch, drivers, and warehouse personnel, to ensure timely and accurate delivery of packages; Upheld company policies by adhering to FedEx's policies and procedures, Maintained elevated level of professionalism, and protect customer privacy and information;
  • Continuously engaged in ongoing training and development programs to stay up-to-date with FedEx processes, industry trends, and best practices in customer service.

Bus Operator

FIRST TRANSIT METRO ACCESS
01.2012 - 01.2014
  • Worked as Shuttle Bus Operator; Operated company vehicle following set schedule and route; Remained in constant contact with dispatchers and kept track of passenger pickups and drop-offs; Trained on stand operating procedures of wheelchair operation and securing all clients within care; Assisted with luggage/bags as needed also provided door to door services.

Education

MD - Business Management Associate

Prince Georges Community College, Did Not Graduate

General Diploma -

Ballou High School
06.2003

Skills

  • Windows All Editions, Microsoft Office Suite 2021 - Excel, Word, PowerPoint, Outlook, Microsoft Teams
  • Policy and Procedure Adherence
  • Quality Deliverables
  • Senior Leadership Support
  • Customer service understanding
  • Customer service specialist
  • Customer service abilities
  • Customer service professional
  • Customer service and support

Timeline

Special Police Officer/ Customer Service - DMV SECURITY SERVICES
04.2019 - 01.2022
Customer Service Specialist - MONTGOMERY COUNTY GOVERNMENT
10.2016 - Current
Customer Service Agent - FEDEX, RANDSTAD STAFFING, FedEx Home Delivery
01.2013 - 12.2015
Bus Operator - FIRST TRANSIT METRO ACCESS
01.2012 - 01.2014
Prince Georges Community College - MD, Business Management Associate
Ballou High School - General Diploma,
JENNIFER DANIELS