Jennifer Kalinovski
Clermont,United States
Summary
Highly motivated, dedicated and committed Customer Support Specialist with over 20 years of experience. I look forward to bringing my passion for customer care to your company to deliver outstanding experiences to your customers through a variety of channels including phone, email, SMS, and chat. I handle all aspects of customer service with empathy, creativity, a problem-solving mindset, and sincere care from the heart for a resolution that not only serves the customer, but your company as well. Presently studying Spanish to become a bilingual Customer Service Representative.
Overview
32
32
years of professional experience
Work History
Customer Relations Specialist
Southeast Media Group
Geneva, FL
01.2014 - 01.2024
- Improved customer satisfaction by addressing concerns promptly and providing effective solutions.
- Conducted regular performance reviews for continuous improvement in customer service delivery
- Responsible for addressing escalated complaints, resulting in higher resolution rates.
- Communicated with customers to assess and address individual needs.
- Maintained records of client interactions, tracking progress towards resolution.
Customer Service Representative Specialist
DEBCO INC.
West Palm Beach, FL
06.2007 - 09.2013
Responsible for communication between the owner of the company and the residents of several South Florida Rehabilitation Facilities for the elderly with Dementia. Handled inbound and outbound calling, scheduling appointments, data entry and processing payments. Additionally I would work closely with the clients one on one to instill comfort and reassurance when needed by accompanying them to their appointments and addressing any fears and concerns they may have had. My empathy and patience were great assets that made the job less stressful.
Guest Service Agent/Concierge
Attractions & More
Orlando, FL
06.1998 - 10.2004
- Assisted hotel guests with their vacation needs.
- Sold attraction tickets and made dinner theater reservations.
- Booked transportation such as rental cars, taxis and limousines.
- Booked timeshare tours.
- Upsold additional tourist destination items
- Resolved disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Handled cash transactions accurately, balancing daily reports at the end of each shift.
Customer Service Representative
Cape Canaveral Cruise Lines
Orlando, FL
02.1992 - 06.1996
- Addressed Inbound & outbound calls from across the country.
- Sold vacation packages by explaining the 4 day 3 night cruise and additional destinations included in the package.
- Processed credit card transactions.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
Diploma - STEM
Upper Merion High School
King Of Prussia, PA06.1990
Skills
- Multi-tasking
- Attention to detail
- Communication
- 60 wpm typing skills
- Computer/Windows/Microsoft Suite
- Creativity
- Adaptability
- Empathy
Accomplishments
When starting my early career at Cape Canaveral Cruise Lines as a customer service sales agent, I quickly climbed the ladder into the number one position in the call center, raising profits by a 20 percent margin in my first 2 months of employment. Shortly after, I was awarded the title trainer of the Tampa office via intercom. My sales pitch was also adopted by the company and given to all employees to utilize.
Hobbies
- Touch typing is very relaxing to me. I find it to be a great stress reliever & it's exciting to see just how fast I can type when participating in typing tests and typing games online.
- Language learning is something that is a great exercise for the mind and also very beneficial in the work place. Currently I’m learning Spanish which will make me an even greater asset in my next professional role.
- Mindfulness & yoga is something I’ve been practicing for the past year. I find it very beneficial to slow down your system before taking on the day.
Timeline
Customer Relations Specialist
Southeast Media Group
01.2014 - 01.2024
Customer Service Representative Specialist
DEBCO INC.
06.2007 - 09.2013
Guest Service Agent/Concierge
Attractions & More
06.1998 - 10.2004
Customer Service Representative
Cape Canaveral Cruise Lines
02.1992 - 06.1996
Diploma - STEM
Upper Merion High School