Jennifer McClain
Connellsville,PA
Summary
Proactive and adaptable customer service representative with a strong focus on active listening and effective communication. Experienced in managing complex customer issues and fostering teamwork to enhance service outcomes.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
TTEC / USAA
Remote
04.2022 - Current
- Resolved customer inquiries through various communication channels, ensuring prompt and effective support.
- Assisted in onboarding new team members, enhancing training processes for consistency in service delivery.
- Managed complex customer issues, utilizing problem-solving skills to ensure satisfactory resolutions.
- Collaborated with cross-functional teams to improve service protocols and enhance customer experience.
- Assisted customers with account inquiries and transactions, ensuring a positive banking experience.
- Resolved customer complaints efficiently, enhancing satisfaction and loyalty.
- Educated clients on banking products and services, promoting appropriate financial solutions.
- Utilized banking software to maintain accurate records and streamline operations.
- Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Resolved complex customer situations by utilizing problem-solving skills and escalating issues when necessary.
- Maintained strict adherence to compliance regulations, ensuring all transactions were accurately processed and documented.
- Contributed to a positive work environment by actively participating in team meetings and offering constructive feedback on ways to enhance performance levels within the department.
- Maintained a high level of professional knowledge, staying informed on industry news and best practices in order to provide exceptional service to customers.
- Enhanced customer satisfaction by providing prompt and accurate responses to inquiries regarding bank products and services.
- Streamlined account opening processes for new clients, resulting in a more efficient and user-friendly experience.
- Educated customers on online banking features, promoting digital adoption and convenience.
- Maintained up-to-date knowledge of banking regulations, ensuring compliance and customer protection.
- Managed high volume of inbound calls, ensuring prompt and professional customer service.
Home Health Caregiver
Public Partnerships LLC
100 Kimball Place, Suite 150, Alpharetta, GA, 3000
09.2016 - 04.2022
- Provided compassionate personal care to clients, ensuring comfort and dignity in daily activities.
- Assisted with medication management, promoting adherence to prescribed schedules and enhancing client health outcomes.
- Developed and maintained strong relationships with clients and families, fostering trust and effective communication.
- Implemented individualized care plans, adapting strategies based on changing client needs and preferences.
- Coordinated with healthcare professionals to facilitate comprehensive care, improving overall service delivery efficiency.
- Assisted patients with daily living activities, improving their overall quality of life.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Performed light housekeeping duties to maintain a clean, safe, and organized living space for patients.
- Ensured timely transportation of patients to appointments or social engagements, enhancing their ability to maintain an active lifestyle outside the home setting.
- Developed strong relationships with patients and families through open communication channels and empathetic listening skills.
- Demonstrated adaptability when faced with unexpected situations or emergencies by implementing appropriate interventions quickly and efficiently.
- Provided mobility assistance such as walking and regular exercising.
- Supported emotional well-being through companionship services such as reading aloud or playing games together during downtime periods.
- Provided physical assistance for mobility, promoting independence and safety in the home environment.
Assistant Manager of Operations
Lynn's Dairy Queen
Mount Pleasant, PA
05.2007 - 07.2016
- Streamlined daily operations to enhance service efficiency and customer satisfaction.
- Trained and mentored staff on operational best practices and customer service standards.
- Developed scheduling strategies to optimize labor costs while maintaining service levels.
- Implemented inventory management procedures to reduce waste and improve stock accuracy.
- Conducted performance evaluations and provided constructive feedback for continuous improvement.
- Analyzed operational workflows, identifying areas for process improvements and resource allocation.
- Led team meetings to communicate updates, address challenges, and foster a collaborative environment.
- Managed daily operations, delegating tasks appropriately to ensure smooth functioning of the facility.
- Coordinated with General Manager in different operational issues and promotional activities.
- Mentored new hires, guiding them through their roles while providing ongoing support for professional growth opportunities.
- Developed strong relationships with suppliers, resulting in improved product quality and delivery times.
- Maintained accurate records of all transactions within the department to facilitate transparent reporting systems.
- Optimized inventory management by closely monitoring stock levels and placing timely orders.
- Enhanced employee productivity through regular training sessions and performance evaluations.
- Ensured compliance with industry regulations by staying updated on relevant laws and policies.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
Education
High School Diploma -
PA Cyber Charter School
1040 Towne Square Drive Greensburg, PA 15601Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Payment processing
- Professional telephone demeanor
- Call management
- Product knowledge
- Documentation
- De-escalation techniques
- Building rapport
- Dispute resolution
- Product and service solutions
- Account management
Accomplishments
Completed courses
- AML/KYC Compliance
- Financial Risk Management
- Data Privacy & Cyber Security
- REG Z,REG E
- PII- Personally Identifiable Information
Languages
English
Native or Bilingual
Timeline
Customer Service Representative
TTEC / USAA
04.2022 - Current
Home Health Caregiver
Public Partnerships LLC
09.2016 - 04.2022
Assistant Manager of Operations
Lynn's Dairy Queen
05.2007 - 07.2016
High School Diploma -
PA Cyber Charter School