Jennifer Edwards
Waterford
Summary
Dedicated Executive Call Center Manager with proven expertise in customer relations and operations management. Skilled in problem resolution and enhancing operational workflows, driving customer satisfaction and team performance.
Overview
19
19
years of professional experience
Work History
Executive Call Center Manager
Notary Bonding and Service Agency
Bloomfield Hills, MI
06.2016 - 02.2026
- Established long-term client relationships through consistent delivery of products and services.
- Reported issues to higher management with great detail.
- Identified customer needs.
- Resolved escalated customer issues.
- Established a positive workplace culture.
- Identified trends to improve processes.
- Enhanced operational workflow across multiple departments.
Member Service Representative/Teller
Affinity Group Credit Union
Pontiac, MI
03.2013 - 10.2014
- Facilitated member account inquiries and resolved issues efficiently.
- Educated members on credit union products and services to enhance engagement.
- Processed transactions accurately while ensuring compliance with policies.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Processed account transactions accurately, ensuring proper documentation and timely processing.
- Handled cash transactions securely, maintaining accurate cash drawer balances and preventing losses due to errors.
- Built rapport with members by engaging in genuine conversations and demonstrating a commitment to their financial wellbeing.
- Cross-trained and provided backup support.
Receptionist/Member Service Representative/Member Service Representative/Teller
Genisys Credit Union
Auburn Hills, MI
07.2007 - 01.2013
- Managed multi-line phone system, directing calls to appropriate departments efficiently..
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Resolved customer problems and complaints.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Corresponded with clients through email, telephone, or postal mail.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Increased customer satisfaction by warmly greeting visitors and promptly addressing their needs.
- Educated members on credit union products, enhancing overall member satisfaction.
- Participated in community outreach events as a representative of the credit union, promoting its mission and values within the local area.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Processed member requests and inquiries promptly, contributing to customer satisfaction and retention.
- Maintained accurate member records in database systems, enhancing data integrity and accessibility.
Education
Bachelor of Science - Science/Human Services
Adrian College
Adrian, MI12-2005
Skills
- Interpersonal skills
- Operations management
- Executive support
- Customer-oriented
- Customer relations
- Problem resolution
- Motivation
- Team player
- Financial management
Timeline
Executive Call Center Manager
Notary Bonding and Service Agency
06.2016 - 02.2026
Member Service Representative/Teller
Affinity Group Credit Union
03.2013 - 10.2014
Receptionist/Member Service Representative/Member Service Representative/Teller
Genisys Credit Union
07.2007 - 01.2013
Bachelor of Science - Science/Human Services
Adrian College