Jennifer Irwin
Acushnet,Massachusetts
Summary
Dynamic customer service professional with over 25 years of experience in delivering exceptional support. Known for having a strong background in verbal and written communication. Excellent at building rapport with clients and collaborating with teams to address complex concerns, ensuring high levels of customer satisfaction. Experienced with team collaboration, adaptability to changing environments, and achieving measurable results.
Overview
27
27
years of professional experience
Work History
Customer Service Professional
Comcast
Work From Home
11.1999 - Current
- Employed comprehensive understanding of products and effective communication techniques to swiftly resolve customer inquiries and challenges.
- Provided customized solutions and support during service interactions to enhance customer satisfaction, handling over 20 calls each day.
- Analyzed and streamlined service request procedures to achieve faster response times and greater efficiency in handling customer inquiries.
- Utilized active listening and empathetic communication to build rapport with customers, contributing to improved satisfaction levels as reflected in employee net promoter scores.
- Consistently met performance standards through proactive goal-setting and ongoing collaboration with supervisors for constructive feedback.
- Managed competing priorities under pressure by effectively multitasking to ensure exceptional customer support delivery.
- Improved first-call resolution rates by proactively identifying common issues and finding effective solutions that could be applied across multiple cases.
- Guided new team members through training programs, promoting rapid integration into organizational culture and standards for customer satisfaction.
- Exhibited enthusiasm and professionalism while collaborating with clients and team members.
- Demonstrated proactive engagement and a positive attitude in response to evolving circumstances.
Education
Associate of Science - Clinical Laboratory Science
Bristol Community College
Fall River, MASkills
- Customer service excellence
- De-escalation techniques
- Quality assurance
- HIPAA compliance
- Appointment scheduling
- Payment collection
- Office administration
- Data entry proficiency
- Conflict resolution
- Reception management
- Verbal and written communication
- Front desk supervision
- Phone and email etiquette
- Problem-solving
Timeline
Customer Service Professional
Comcast
11.1999 - Current
Associate of Science - Clinical Laboratory Science
Bristol Community College