Jennifer Massey
Warsaw,IL
Summary
Proven track record in enhancing customer satisfaction and loyalty, demonstrated at HCSC through adept handling of complex customer interactions and achieving first-call resolution metrics. Skilled in both inbound call management and data entry, showcasing a blend of technical proficiency and exceptional service delivery. Excelled in multitasking and inventory control, significantly reducing food waste by implementing efficient portion control at Hancock County Senior Services.
Overview
9
9
years of professional experience
Work History
Customer Advocate
HCSC
2023.08 - Current
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
- Listened to customers in actively to assess issues and provide accurate information.
- Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
- Contacted outside providers on behalf of customers to help solve problems.
Customer Service Representative
TLCA
2021.04 - 2023.04
- 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.
Culinary Technician
Hancock County Senior Services
2020.09 - 2021.04
- Maintained a safe work environment by strictly adhering to established safety protocols and guidelines.
- Prepared meals efficiently under time constraints for timely service during peak hours.
- Demonstrated strong multitasking skills, managing multiple orders simultaneously without sacrificing quality or presentation.
- Prepared food items in compliance with recipes and portioning control guidelines.
- Changed and sanitized cutting boards, benches, and surfaces between tasks to avoid cross-contamination.
- Reduced food waste significantly by implementing proper portion control and storage techniques.
- Maintained well-stocked stations with supplies and spices for maximum productivity.
Cook
Consolidated Management Company
2019.08 - 2020.09
- Prepared meals efficiently under time constraints for timely service during peak hours.
- Demonstrated strong multitasking skills, managing multiple orders simultaneously without sacrificing quality or presentation.
- Prepared food items in compliance with recipes and portioning control guidelines.
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
- Managed time by organizing and prioritizing kitchen duties to prepare and serve food quickly.
- Prepared multiple orders simultaneously during peak periods with high accuracy rate, maximizing customer satisfaction, and repeat business.
- Checked for quality, kept track of old and new items and rotated stock to confirm freshness of food and ingredients.
- Changed and sanitized cutting boards, benches, and surfaces between tasks to avoid cross-contamination.
- Enhanced customer satisfaction by consistently delivering high-quality, visually appealing dishes.
- Maintained well-stocked stations with supplies and spices for maximum productivity.
- Created identical dishes numerous times daily with consistent care, attention to detail, and quality.
- Instructed new staff in proper food preparation, storage, use of kitchen equipment and sanitation.
Custodian
Keokuk Community School District
2015.08 - 2019.08
- Emptied trash cans and recycling bins to keep building clean and free of germs.
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Kept building spaces premises clean inside and outside.
- Maintained a well-organized supply closet for easy access to necessary tools.
- Replaced and refilled paper towel and toilet paper dispensers for users convenience.
- Moved furniture for cleaning and set up for special events.
- Enhanced cleanliness and safety by regularly sanitizing high-touch surfaces.
- Followed safety protocols and safe use of protective gear to prevent injury to self and others.
- Handled spills, accidents and other cleaning emergencies to maintain cleanliness standards throughout assigned shift.
- Ran variety of cleaning machines such as floor machines designed to strip, wax, extract, and top scrub floors and carpets.
- Deep cleaned or replaced flooring, performing stripping, sealing and finishing tasks.
Education
Associate of Arts - Biology
Southeastern Community College
Keokuk, IA05.1994
Skills
- Customer services
- Inbound Call Management
- Multi-line phone system
- Inventory Control
- Data entry skills
- Data Entry
Timeline
Customer Advocate
HCSC
2023.08 - Current
Customer Service Representative
TLCA
2021.04 - 2023.04
Culinary Technician
Hancock County Senior Services
2020.09 - 2021.04
Cook
Consolidated Management Company
2019.08 - 2020.09
Custodian
Keokuk Community School District
2015.08 - 2019.08
Associate of Arts - Biology
Southeastern Community College
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