Jennifer Huntington
Summary
Experienced Tier 2 Customer Service Representative with a focus on product knowledge and team collaboration. Skilled in developing training materials and facilitating sessions, leading to improved customer service outcomes and team performance.
Overview
13
13
years of professional experience
Work History
Tier 2 Customer Service Representative / SME
TTEC
Remote
08.2021 - Current
- Trained new representatives on client products, policies, and procedures, enhancing their proficiency in customer interactions.
- Developed and maintained training materials for new representatives, ensuring consistent knowledge transfer and onboarding.
- Collaborated with team members to enhance service delivery and improve customer satisfaction.
- Resolved complex issues by analyzing customer needs and providing tailored solutions, leading to improved customer satisfaction.
- Resolved customer inquiries and requests via phone and email; ensured timely and effective solutions.
- Maintained accurate records of customer interactions using CRM software tools, such as Zendesk.
- Resolved customer complaints through active listening and effective problem-solving techniques.
- Exhibited advanced product knowledge to address front-line call representatives' inquiries for effective customer issue resolution.
3rd Shift Stocker & Cashier
Walmart
Big Rapids
04.2013 - 08.2016
- Handled cash, credit, and debit transactions securely.
- Resolved customer complaints to maintain satisfaction and foster positive shopping environment.
- Stocked shelves to maximize product availability and enhance customer shopping experience.
- Operated pallet jacks to safely transport heavy products, ensuring efficient stock replenishment.
- Supported new employees by sharing best practices in stocking procedures.
Education
High School Diploma -
Lakeview Community Schools
Lakeview, MI06-2008
Skills
- Customer service / subject matter expert
- Complex issue resolution
- Customer relationship management
- CRM software proficiency (Zendesk)
- Product knowledge and training development
- Product training
- Team collaboration
- Communication strategies
Timeline
Tier 2 Customer Service Representative / SME
TTEC
08.2021 - Current
3rd Shift Stocker & Cashier
Walmart
04.2013 - 08.2016
High School Diploma -
Lakeview Community Schools