Jennifer Faust
Customer Service Representative
REMOTE
Summary
Customer Service Rep 20 Years' Experience in Call Center Settings polished, professional customer service rep offering: 20 years' experience providing customer support in busy call center environments Proficient in Microsoft Office, Word, Excel, Power Point Excellent written and verbal communication skills Experience Customer Relations Nissan Motor Acceptance Corporation Process retail, lease, portal, and total loss accounts. Extremely adaptable in a changing environment. Well versed in all state specific requirements and terms. Follow policy and procedures to the best of my ability. Excel at helping keep unhappy customers calm to repair trust. Proven problem solving and decision making, with strong communication skills. Customer Service Representative 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. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
24
24
years of professional experience
Work History
Customer Service Representative
GEICO INSURANCE COMPANY
03.1998 - 01.2009
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Promoted available products and services to customers during service, account management and order calls.
Customer Service Representative
North Texas Tollway Authority
03.2010 - 03.2012
- Handle customer inquiries, complaints, billing questions and payment extension/service requests
- Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions
- Key Accomplishments:
- Manages a high-volume workload within a deadline-driven environment
- Resolved average of 500 inquiries in any given week and met performance benchmarks in all areas
- Document requests for vacation/sick time/personal leave, process shift bids, and work closely with management to maintain service level compliance
- Provide general clerical support by assisting DFW/DAL customers with parking issues, refund requests
- 3 years' experience in a consultative client facing environment
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Lease Customer Network Representative
Nissan Motor Acceptance Co
03.2012 - 12.2022
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Recommended products to customers, thoroughly explaining details.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Effective liaison between customers and internal departments.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
Education
Bachelor of Science - Human Relations & Business
Amberton University
Skills
- Credit Card Payment Processing
- Microsoft Word
- Microsoft Excel
- Multi-Line Telephone Operation
- Technical Support
- Problem-Solving Ability
- Calm and Professional Under Pressure
- Typing Proficiency
- Active Listening
- Customer Relations
- Call Center Operations
- Network Wiring
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Do not go where the path may lead, go where there is no path and leave a trail.
Ralph Waldo Emerson
Timeline
Lease Customer Network Representative
Nissan Motor Acceptance Co
03.2012 - 12.2022
Customer Service Representative
North Texas Tollway Authority
03.2010 - 03.2012
Customer Service Representative
GEICO INSURANCE COMPANY
03.1998 - 01.2009
Bachelor of Science - Human Relations & Business
Amberton University