Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
ProjectManager

Jennifer Dickerson

Customer Service

Summary

  • Proactive customer service representative with expertise delivering support services and resolving customer complaints. Trained in support software and deescalation techniques. Demonstrated competencies in operating multi-line phone systems, taking orders and updating documentation.
  • Motivated new hire trainer of 2 years which thrives in fast-paced environments. Works independently, with minimal supervision, and pitch in to complete tasks. Demonstrated consistently strong work ethic and adherence to company policy and procedures,
  • Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.

Overview

22
22
years of professional experience

Work History

Cashier

Harts Food And Gas
American Fork, UT
03.2019 - 02.2021
  • Answered questions about store policies and addressed customer concerns.
  • Helped customers complete purchases, locate items and join reward programs.
  • Restocked and organized merchandise in front lanes.
  • Monitored self-checkout systems and provided assistance or intervention where required.
  • Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Worked closely with shift manager to solve problems and handle customer concerns.

Cashier Assistant Manager

Harts Food And Gas
Highland, Utah
06.2017 - 12.2018
  • Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
  • Built positive relationships with customers to increase repeat business.
  • Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
  • Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback and rewarding superior performance.
  • Monitored areas for security issues and safety hazards.
  • Multiplied earnings through sales goal achievement, customer service improvements and commitment to team objectives.

Technical Support Specialist

Teleperformance/Dell Computers
Orem, UT
09.2009 - 06.2012
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Developed and tested new product offerings prior to release to assist development team in bug identification.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Configured hardware, devices and software to set up work stations for employees.

Customer Care Representative

Roche Diagnostics/Convergys
Orem, UT
08.2006 - 08.2009
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Eliminated inefficiencies by educating and training new employees on best practices and customer care procedures.
  • Logged call information and solutions provided into internal database.
  • Assisted call-in customers with questions and orders.
  • Coordinated logistics and verified equipment shipment pricing and availability.

Cashier

Smiths Grocery
Saratoga Springs, UT
05.2005 - 06.2006
  • Answered questions about store policies and addressed customer concerns.
  • Helped customers complete purchases, locate items and join reward programs.
  • Restocked and organized merchandise in front lanes.
  • Monitored self-checkout systems and provided assistance or intervention where required.

Front Desk Clerk

Rose Garden Inn
San Luis Obispo, CA
03.2002 - 05.2005
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
  • Used internal software to process reservations, check-ins and check-outs.
  • Maintained files and records by implementing effective filing systems that boosted efficiency and organization.

Hotel Front Desk Clerk

Shelter Cove Inn
Shell Beach,, CA
04.2003 - 11.2004
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Collected room deposits, fees and payments.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.
  • Prepared weekly employee work schedules for team members.

Secretary

Variety Artists International
San Luis Obispo, CA
03.2000 - 01.2003
  • Responded to emails and other correspondence to facilitate communication and enhance business processes.
  • Produced accurate office files, updated spreadsheets and crafted presentations to support executives and boost team productivity.
  • Entered data into system and updated customer contacts with information to keep records current.
  • Scheduled appointments and conducted follow-up calls to clients.
  • Handled daily scheduling tasks and provided administrative support for entire department.
  • Provided clerical support to company employees by copying, faxing and filing documents.

Bank Teller

Westamerica Bank
San Luis Obispo, CA
05.1996 - 01.2000
  • Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
  • Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
  • Educated customers on use of banking website and mobile apps.
  • Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
  • Placed orders for customer checks and verified starting numbers.
  • Counted and packaged currency and coins.
  • Reconciled cash drawer and resolved discrepancies.
  • Logged cashier's checks and other transactions to maintain accurate account records.

Education

Bachelor of Science - Computer Science

Steven Henager College
Orem, UT

Skills

  • Reliable and Responsible
  • Payment Processing
  • Customer Transactions
  • Cash Handling
  • Inventory Stocking
  • Merchandise Packaging
  • Work Task Prioritization
  • Product Scanning
  • Customer Relations
  • Complaint Resolution
  • Honest and Ethical
  • Policies and Procedures
  • Problem Solving
  • Cooperative Attitude
  • Employee Training
  • Feedback Acceptance
  • Corporate Bill Payment
  • Team Collaboration
  • Service Minded
  • Active Listening
  • Adaptable and Flexible
  • Team Leadership

Accomplishments

  • Awards for Customer service
  • Awards for Employee of Month
  • Promotions within 6 months
  • Supervised team of 8 staff members.
  • Promoted to Head trainer after only 6 months for exceptional performance.

Timeline

Cashier

Harts Food And Gas
03.2019 - 02.2021

Cashier Assistant Manager

Harts Food And Gas
06.2017 - 12.2018

Technical Support Specialist

Teleperformance/Dell Computers
09.2009 - 06.2012

Customer Care Representative

Roche Diagnostics/Convergys
08.2006 - 08.2009

Cashier

Smiths Grocery
05.2005 - 06.2006

Hotel Front Desk Clerk

Shelter Cove Inn
04.2003 - 11.2004

Front Desk Clerk

Rose Garden Inn
03.2002 - 05.2005

Secretary

Variety Artists International
03.2000 - 01.2003

Bank Teller

Westamerica Bank
05.1996 - 01.2000

Bachelor of Science - Computer Science

Steven Henager College

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