Open To Work
Jennifer Leo
Nawmishkoda Designs
Round Rock,TX
Work Preference
Desired Job Title
Business OwnerCustomer Service SpecialistMember ServicesCustomer Care SpecialistCustomer Service Representative
Work Type
Full TimePart TimeContract WorkGig WorkConsultingVolunteerSeasonal Work
Location Preference
Remote
Important To Me
Career advancementWork-life balanceFlexible work hoursHealthcare benefitsWork from home optionPaid time offPaid sick leave
25
years of professional experience
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals
Work History
Business Owner
11 Years 7 Months- Designed floral and jewelry products tailored to client needs, enhancing overall customer experience
- Led marketing and sales initiatives that attracted new customers and expanded business reach
- Trained and supervised helpers to ensure smooth operations during large events and weddings
- Coordinated large events, ensuring timely execution and high levels of client satisfaction
Customer Service Specialist
6 Months- Resolved mortgage client inquiries promptly, ensuring consistent customer care in call center environment
- Collected funds for delinquent accounts using effective sales and negotiation techniques
- Proposed process improvements that enhanced service efficiency and increased customer satisfaction
Member Services
5 Months- Educated members on retirement options, providing clear and accurate information to support decision-making
- Addressed coworker questions and shared knowledge to strengthen team collaboration
- Implemented process improvements to streamline service delivery and elevate customer satisfaction
Customer Care Specialist
2 Years 8 Months- Provided expert customer care by answering incoming mortgage calls and resolving client inquiries promptly
- Utilized sales and negotiation techniques to collect on delinquent accounts, enhancing overall recovery rates
- Trained and coached new employees to uphold high-quality customer service standards
Customer Service Representative
3 Months- Assisted members during call center interactions, delivering timely and accurate support that resolved inquiries
- Delivered high-quality service, contributing to customer satisfaction and retention rates
- Upsold credit card products to align with customer needs, driving additional revenue
Customer Service Claim Representative
2 Years 6 Months- Provided exceptional customer service to internal and external customers, fostering positive relationships
- Clarified insurance policy details for customers regarding their claims, enhancing understanding of coverage and benefits
- Handled calls with high accuracy and speed, supporting seamless claim processing
Default Recovery Specialist
3 Years 3 Months- Negotiated and monitored repayment agreements for defaulted accounts, resulting in increased recovery rates
- Maintained sales pipeline for effective tracking and management of accounts, facilitating smoother operations
- Fielded questions from coworkers and new team members, fostering a collaborative environment and enhancing team knowledge
- Conducted skip tracing to locate debtors effectively to locate debtors and facilitate collections
Elite Servicing Specialist
6 Years 11 Months- Managed a $27 million portfolio of 85 business customers, ensuring account accuracy and satisfaction
- Performed credit adjudication and supported credit risk analysis to uphold financial integrity
- Executed collection strategies on delinquent accounts, utilizing effective negotiation techniques to recover funds
- Provided training and guidance for new hires, including monitoring customer service calls to uphold quality standards
Sr. Operations Specialist
3 Years 3 Months- Assisted program manager in root cause analysis of nightly batch exceptions, enhancing operational efficiency
- Developed training documentation and facilitated training sessions for new employees on batch exception procedures
- Implemented improvements to balance portfolios and mitigate credit exposure and risk for business customers
Asset Protection Specialist
3 Years 9 Months- Provided exceptional customer service to fraud victims and partnered with law enforcement for case resolution
- Conducted in-depth research and investigations of fraud claims, ensuring validity and accuracy
- Developed and implemented training documentation for fraud call center procedures to enhance operational consistency
- Trained new employees on fraud investigation and customer service protocols
Education
Bachelor of Arts - Communications
Skills
Customer retention
Client engagement
Negotiation and resolution
Problem-solving
Issue resolution
Process Improvement
Organizational skills
Technical proficiency
Team leadership
Attention to detail
Communication skills
Entrepreneurial mindset
Timeline
Customer Service Specialist
Loancare
02.2026 - 08.2026Read More
Member Services
TCDRS
10.2024 - 03.2025Read More
Customer Care Specialist
New American Funding
02.2022 - 10.2024Read More
Customer Service Representative
United Heritage Credit Union
01.2021 - 04.2021Read More
Customer Service Claim Representative
Progressive
07.2018 - 01.2021Read More
Default Recovery Specialist
Trellis Co
04.2015 - 07.2018Read More
Business Owner
Nawmishkoda Designs
01.2015 - CurrentRead More
Elite Servicing Specialist
Dell Inc
05.2008 - 04.2015Read More
Sr. Operations Specialist
Dell Inc
02.2005 - 05.2008Read More
Asset Protection Specialist
Dell Inc
05.2001 - 02.2005Read More
Michigan State University
Bachelor of Arts from Communications
Read More