Jennifer Lohss
Phoenix,Arizona
Summary
I am a high school graduate with twenty plus years of experience working in various fields of customer service. I enjoy helping others and even leading others as well. I have excellent verbal and written communication skills and great time management skills as well. I am great at conflict resolution and I am able to work under pressure. I can easily adapt to changing environments and can work well either within a team or on my own as I am self-motivated. I am detail oriented and efficient. I always aspire to do the best that I can do and achieve excellence in all areas of my life. I am always eager to try new experiences and I do not shy away from challenges. I would be a great fit to any job that allows me to utilize my excellent customer service skills, presents challenges, and allows me to grow within the company.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Supervisor of Quality Assurance and Training
Spireon
07.2023 - Current
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
- Maintained compliance with company policies, objectives, and communication goals.
- Evaluated employee performance and coached and trained to improve weak areas.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Achieved results by working with staff to meet established targets.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Boosted team performance by developing customer service training materials and conducting service training.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Educated staff on organizational mission and goals to help employees achieve success.
- Generated reports detailing findings and recommendations.
- Devised and implemented processes and procedures to streamline operations.
Customer Support Supervisor
Spireon
12.2022 - Current
- Enhanced team performance by conducting regular training sessions and offering constructive feedback.
- Analyzed customer feedback to identify areas for improvement.
- Streamlined support processes for increased efficiency and reduced response times.
- Established clear expectations for the team regarding performance metrics, holding them accountable for meeting established goals while rewarding exceptional achievements accordingly.
- Mentored junior team members, helping them develop essential customer service skills and advance their careers.
- Evaluated agent performance through quality assurance monitoring, identifying areas for improvement and providing targeted coaching as needed.
- Managed escalations from customers, ensuring they received prompt attention from the appropriate team member or department head.
- Collaborated with other departments on initiatives aimed at enhancing overall customer experience across all touchpoints within the company.
- Verified accurate data entry and maintenance of information in SAP CRM system.
- Continuously monitored team performance through KPIs, addressing any areas of concern promptly and effectively.
- Monitored employees' productivity, accuracy and adherence to defined processes by using dashboards and other reporting tools to enable proactive action on delays compromising customer care.
- Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
ATS Customer Service Representative
Spireon Inc via Ianario Fullen Group
03.2022 - Current
- Responsible for case creation in order to assist customers with their GoldStar GPS products and account concerns
- Making outbound calls in order to complete cases
- Taking inbound calls from customers regarding issues raised by customers and consumers
- Basic troubleshooting of GPS devices
- Assisting Spireon installers and sales reps with issues related to devices and account concerns
- Responsible for following up on cases in order to close cases in a timely manner
- Created a training outline document to assist in future training classes
- Assisted in training new hire classes for ATS side
- Assisted in creating a training schedule for New Hire classes
- Provided feedback on training progress for new hires
Help Desk Representative
PSCU Inc
04.2020 - 03.2022
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Assisted call center representatives with general questions including such tasks as: locating information to assist customers, ensuring proper procedures were followed, taking over calls due to the representative's system issues, assisting representatives with completion of tasks necessary for the call, and documenting system issues.
- Assisted in calls and emails directly with the credit union branch employees to facilitate urgent member requests including but not limited to loan officers, service executives, and account executives.
- Assisted Visa and MasterCard representatives with building emergency cards and assisting with emergency cash requests.
- Assisted representatives with rush card requests.
- In June 2021, I completed training within PSCU and became a dual trained agent able to also take member service calls
- I started assisting customers that called in with online banking issues, deposit issues, callback requests for specialists within the credit union branches, branch appointments, loan payments by card or checking account, Zelle issues, ordering checks, loan payoffs, balance information, etc...
- In September 2021 I was special trained for State Department Federal Credit Union to assist in back-office support
- This position entailed listening to recorded calls for accuracy, writing reports of any inaccuracies, processing requests from callers on the credit union's core system, and calling customers back to assisting with requests and information.
Card Services Representative
PSCU Inc
06.2018 - 03.2022
- In my role as a card service representative, I assisted members with varying requests such as: assisting with digital wallet set-up, assisting members with payments, assisting members with filing disputes, answering card related questions, assisting with potential fraud on member's cards, and assisting fellow representatives with questions when help desk had long hold times or otherwise unavailable
- I was a cross-trained fraud representative as well for many months
- I was also a team ambassador for approximately six months (under my supervisor Michael Smith) which included (but was not limited to) such tasks as organizing team events and meetings, assisting my supervisor with shadowing and coaching as needed, and also assisting representatives outside of my expertise (member service representatives) with their questions as well
- As of September 17th 2020, I completed the training class for the new UAD system and I became extremely competent at the use of this new system.
Delivery Driver
Domino's Pizza
12.2016 - 04.2017
- Responsible for delivering items to customers both in store and at customer's addresses with efficiency and friendly customer service, preparing food, quality control, cashier duties, answering phones, taking customer orders, handling minor customer issues/complaints, and janitorial duties.
- In late April 2017 I earned an award for excellence in customer service from a Domino's store inspector.
Customer Service Representative
Circle K
04.2010 - 10.2010
- Responsible for cashier duties, customer service, stocking products, quality control of food items, food prep, inventory, janitorial duties, etc...
Supervisor of Quality Assurance and Training
Solera
Phoenix, AZ
01.2024 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Learned and adapted quickly to new technology and software applications.
- Proved successful working within tight deadlines and a fast-paced environment.
Education
High School Diploma -
New Freedom Christian School
New Freedom, Pennsylvania01.2002
Skills
- Able to work in a fast-paced environment
- Able to de-escalate difficult situations
- Guide coworkers in right direction regarding procedures and locating information
- Various computer software programs (Microsoft Suite, Email, Microsoft Teams, Skype, social sites, etc)
- Accounting
- Administrative
- Business communications
- Cashier
- Able to follow security and privacy protocols in a financial industry
- Inventory
- Scheduling
- Self-Motivated
- Answering phones
- Time Management
- Website
- Advanced knowledge of financial industry computer systems
- Able to use phone systems such as Avaya, TalkDesk, and Genesys
- Working knowledge of the financial industry
- Able to provide exceptional customer service
- Knowledge of Salesforce
- Knowledge of NSpire
- Knowledge of NetSuite
- Training and mentoring
- Goal-Oriented
- Staff Management
- Employee Motivation
- Complex Problem-Solving
- Staff Development
- Processes and procedures
- Expectation setting
- Analytical Thinking
- Issue Research
Certification
- Advanced Communication
- Advanced Ability to work under pressure
- Advanced Time Management
- Advanced Self Motivated
- Advanced Conflict Resolution
Personal Information
Hobbies: I am someone who loves a wide variety of activities such as reading a book, surfing the internet for both educational and entertainment reasons, watching television and movies, catching an occasional movie out with a loved one, going out to dinner, making baked goods at home, swimming when I get a chance, traveling, listening to music, etc...
References
- Ivy Maureen, current supervisor, (949) 656-9854
- Lupita Gastelum, former supervisor and current Coworker, (480) 869-6637
- Samantha Cox, former Coworker, (602) 625-5591
Timeline
Supervisor of Quality Assurance and Training
Solera
01.2024 - Current
Supervisor of Quality Assurance and Training
Spireon
07.2023 - Current
Customer Support Supervisor
Spireon
12.2022 - Current
ATS Customer Service Representative
Spireon Inc via Ianario Fullen Group
03.2022 - Current
Help Desk Representative
PSCU Inc
04.2020 - 03.2022
Card Services Representative
PSCU Inc
06.2018 - 03.2022
Delivery Driver
Domino's Pizza
12.2016 - 04.2017
Customer Service Representative
Circle K
04.2010 - 10.2010
High School Diploma -
New Freedom Christian School