Jennifer Hill
Nanty Glo,PA
Summary
Dynamic customer service professional with extensive experience at Concentrix, excelling in complaint resolution and client communications. Proven track record of enhancing customer satisfaction and training staff to optimize service delivery. Skilled in account updating and quality assurance, fostering strong relationships to drive business success.
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 and providing customized solutions to build loyalty.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Call Center Representative
Concentrix
07.2021 - Current
- Managed timely and effective replacement of damaged or missing products.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained new personnel regarding company operations, policies and services.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Implemented and developed customer service training processes.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Identified and resolved discrepancies and errors in customer accounts.
- Educated customers about billing, payment processing and support policies and procedures.
- Cross-trained and backed up other customer service managers.
- Investigated and resolved accounting, service and delivery concerns.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Trained staff on operating procedures and company services.
- Responded proactively and positively to rapid change.
- Delivered prompt service to prioritize customer needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Bakery Assistant
Walmart
10.1996 - 05.2005
- Washed dishes and sanitized prep area at end of each shift.
- Monitored counter and display inventory by replacing stock and requesting new products from kitchen to keep areas well-stocked for maximum sales.
- Packaged customer purchases with care and strong organizational skills to facilitate easy carrying and prevent product shifting.
- Arranged bakery displays to showcase baked goods, cakes, and pies to drive product sales.
- Stored, labeled, and replenished supplies in compliance with food safety regulations.
- Operated commercial kitchen equipment and tools.
- Decorated baked goods and designed visually appealing displays of finished products.
- Maintained clean, organized kitchen to maximize efficiency and food safety.
- Trained new bakery staff on company policies and POS system use to maximize job satisfaction, expertise, and team performance.
- Decorated and merchandised quality bakery goods to build business reputation and revenue base.
- Collected payments accurately with cash, debit and credit card, using Point of Sale system to process transactions.
- Recommended new bakery items to customers based on taste preferences, building rapport and boosting sales.
- Checked expiration dates and rotated products to verify freshness and avoid spoilage.
- Kept drawer balanced by accurately processing cash, credit and debit payments.
Education
GED -
Blacklick Valley Jr-Sr High School
Nanty Glo, PASkills
- Complaint resolution
- Call logging
- Account updating
- Customer service optimization
- Quality assurance
- Communicating with clients
- Customer account updates
- Answering questions
- Interpersonal skills
- Customer service
- Training experience
- Database research
- Inbound phone calls
- Quality control
- Call center operations
- Customer relationship management
- Resolving issues
- Documentation and reporting
- Customer support
- Performance monitoring
- Call controlling
- Gathering information
- Product knowledge
- Record preparation
- Verbal and written communication
- Customer communications
Certification
- Certified , Book keeping Certification -at Penn Highland Community College - 2021.
Timeline
Call Center Representative
Concentrix
07.2021 - Current
Bakery Assistant
Walmart
10.1996 - 05.2005
GED -
Blacklick Valley Jr-Sr High School
Bookkeeping Certification from Penn Highland Community college
I received my Bookkeeping Certificate from Penn Highland Community College in 2021 over Covid. I was on the Dean List for both semesters.