Jennifer Henriksen
Antioch,TN
Summary
Customer service professional seeking new opportunity. Nearly twenty years in technical and banking support with a focus on cross-selling, upselling, sales coaching, and mentoring.
Overview
17
17
years of professional experience
Work History
Lead CSR
Fifth Third Bank
Brentwood, TN
03.2023 - 12.2023
- Prioritize and organize tasks to efficiently accomplish service goals.
- Identified cross-sell opportunities through conversations with customers and partnering with other job families.
- Completed monthly audits for tellers, vault, and ATM to ensure operational compliance.
- Managed branch scheduling.
- Conducted daily enforcement of bank policy and procedure.
Verizon Tech Coach and Peer Advisor
Asurion
Antioch, TN, TN
11.2016 - 01.2023
- Answer a high volume of phone calls in a call center and work at home environment.
- Assist customers by providing timely resolutions for technical problems with phones, iPads, tablets, smart watches, and jetpacks.
- Exceeded company standards for call time, transfer rate, resolve rate, customer surveys, offer rate, and sales metrics.
- Assistant trainer of new employees in the United states and globally.
Customer Service Representative
Verizon Wireless
Murfreesboro, TN
11.2011 - 01.2013
- Demonstrated exceptional customer service handling a high volume of inbound calls while efficiently resolving inquiries and complaints.
- Maintained excellent scores on customer surveys while exceeding standards for call time and other metrics.
- Collaborated to develop strategies for customer retention.
Teller
SunTrust Banks Inc
Antioch, TN
11.2010 - 06.2011
- Handled cash transactions including deposits, withdrawals, and payments while providing excellent customer service.
- Identified opportunities to refer customers to other areas of the bank for additional services.
- Built and maintained client relationships through personalized interactions.
- Maintained a 93% score on customer surveys.
Teller Manager
Wachovia Bank
Nashville, TN
07.2006 - 04.2010
- Managed human resource issues including discipline, hiring, and termination.
- Performed monthly cash audits for the teller team.
- Executed daily auditing of bank records to ensure operational compliance.
- Partnered with other job families to effectively serve clients.
- Responsible for maintaining goals for personal and teller team survey scores as measured by Gallup Poll.
Education
Some College (No Degree) - Business Management
Columbia State Community College
Franklin, TNSome College (No Degree) - Law and Business
Charles Stewart Mott Community College
Flint, MISkills
- Customer Service
- Coaching and Mentoring
- Relationship Development
- Retail Banking and Call Center Operations
- Sales and Upselling
- Product Education
- Problem Resolution
- Teamwork and Collaboration
- Customer Retention Strategies
- Staff Management
- Technical Support
Timeline
Lead CSR
Fifth Third Bank
03.2023 - 12.2023
Verizon Tech Coach and Peer Advisor
Asurion
11.2016 - 01.2023
Customer Service Representative
Verizon Wireless
11.2011 - 01.2013
Teller
SunTrust Banks Inc
11.2010 - 06.2011
Teller Manager
Wachovia Bank
07.2006 - 04.2010
Some College (No Degree) - Business Management
Columbia State Community College
Some College (No Degree) - Law and Business
Charles Stewart Mott Community College