Jennifer Fairley
Ocean Springs,MS
Summary
Customer Service Professional bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
15
15
years of professional experience
Work History
Digital Marketing Strategist
Self Employed
09.2022 - Current
- Boosted brand awareness by developing and implementing comprehensive digital marketing campaigns.
- Conducted market research to identify trends, competitor strategies, customer needs, and potential opportunities for growth in the digital landscape.
- Analyzed campaign performance using Google Analytics, identifying areas of opportunity for growth and improvement.
- Managed social media platforms for optimal engagement, sharing relevant content that resonated with the target audience.
- Monitored online trends, conversations and innovations to optimize strategies.
- Managed campaigns for various clients that consistently exceeded sales goals.
Technical Support Specialist
Conduent
08.2021 - 08.2022
- Assisted customers with various types of technical issues via email, live chat and telephone
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements
- Supported customers with online billing, access and account issues
- Used remote login tools to assist clients with technical and product questions
- Demonstrated advanced product knowledge to solve customer issues
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis
- Managed high volume of inbound and outbound customer calls.
Retention Specialist
Full Potential Solutions
04.2020 - 08.2021
- Performed customer negotiations to reach fair conclusion for both business and customer
- Managed high-volume of inbound and outbound customer calls
- Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situation and resolving problems to maximize efficiency
- Reviewed files, records and other obtained documents to respond to customer requests
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
Billing Specialist
Spectrum (Charter Communication LLC)
08.2018 - 04.2020
- Answered, screened and processed high volume of calls daily with call management system and web-based communications
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks
- Offered resolutions to de-escalate calls and solve customer inquiries
- Navigated through computer systems to review information and respond appropriately to callers
- Assisted customers with inquiries and transactions to meet productivity goals and achieve profit growth.
Administrative Assistant
Knightdream Transportation
04.2013 - 08.2018
- Coordinated appointments, meetings and conferences
- Answered calls and emails to provide information, resulting in effective business correspondence
- Composed correspondence, reports and meeting notes
- Responded effectively to sensitive inquiries or complaints
- Provided secretarial and office management support while building cooperative working relationships
- Processed financial documents, contracts, expense reports and invoices.
Customer Account Representative
US Bank
08.2012 - 04.2013
- Established accounts for new customers and updated existing accounts with current demographic and order information
- Updated customer accounts, addresses and contact information with call management databases
- Consulted with customers to resolve service and billing issues
- Documented customer correspondence in CRM to track request, problems and solutions
- Navigated through computer systems to review information and respond appropriately to callers
- Met or exceeded call speed, accuracy and volume benchmarks.
Career Advisor
Platform Advertising
05.2009 - 10.2011
- Provide individuals with information on such topics as college degree programs and admission requirements, financial aid opportunities, trade and technical schools, and apprenticeship programs
- Evaluate students' or individuals' abilities, interests, and personality characteristics using tests, records, interviews, or professional sources
- Refer students to degree programs based on interests, aptitudes, or educational assessments
- Trained new employees on communication skills and key-role responsibilities.
Education
GED -
Mississippi Gulf Coast Community College
Gautier, MS10.2023
Skills
- Keyword Research
- Marketing strategy
- Computer Skills
- Quality Assurance
- Influencer Marketing
- Content Strategy
- Mobile marketing
- Instagram Ads
- Problem-solving skills
- Inbound phone calls
- Call Center Customer Service
- Payment Processing
Additional Information
Call Center Operations, Technical Troubleshooting, Multitasking and Prioritization, Attention to Detail, Issue and Resolution Tracking, Interpersonal Skills, Resolving Problems and Incidents, Customer Retention Strategies, Data Entry and Maintenance, De-Escalation Techniques
Timeline
Digital Marketing Strategist
Self Employed
09.2022 - Current
Technical Support Specialist
Conduent
08.2021 - 08.2022
Retention Specialist
Full Potential Solutions
04.2020 - 08.2021
Billing Specialist
Spectrum (Charter Communication LLC)
08.2018 - 04.2020
Administrative Assistant
Knightdream Transportation
04.2013 - 08.2018
Customer Account Representative
US Bank
08.2012 - 04.2013
Career Advisor
Platform Advertising
05.2009 - 10.2011
GED -
Mississippi Gulf Coast Community College