JENNIFER MCCOY
Amarillo
Summary
Forward-thinking Service Consultant with strong commitment to delivering exceptional customer experiences. Proactive in identifying client needs and providing tailored solutions to enhance satisfaction and loyalty. Assertive communicator with proven ability to build and maintain positive relationships. Ambitious in pursuing targets and consistently achieving high performance in service delivery.
Overview
11
11
years of professional experience
Work History
Premier Service Consultant
AT&T
Amarillo
10.2022 - 03.2025
- Interact directly with customers via telephone in order to resolve any outstanding issues they have encountered with their internet or television services.
- Manage difficult situations calmly and effectively while maintaining a positive attitude towards customers.
- Answer incoming calls promptly and professionally, addressing customer inquiries with empathy and understanding.
- Proficiently handle high call volumes while maintaining quality service standards.
- Demonstrate excellent communication skills by actively listening to customers, responding to their needs, and providing helpful solutions.
- Use database systems to record notes and call information.
- Explain product features and benefits to customers to encourage sales.
- Guide customers in troubleshooting technical issues and addressing customer service inquiries such as billing, payments and appointments.
Front End Supervisor
Sam's Club
Amarillo
03.2018 - 09.2022
- Monitored cash drawers at checkout stations to verify adequate supply as well as completing cash office daily.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
- Coached employees and trained on methods of handling various aspects of sales, complicated issues, and difficult customer escalations.
- Established and optimized schedules to keep coverage and service in line with forecasted demands.
Customer Service Associate
Bed Bath & Beyond
Amarillo
09.2014 - 03.2018
- Resolved customer inquiries and complaints in a timely and professional manner.
- Kept checkout areas clean and organized by delegating tasks to team members.
- Helped large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customers needs and resolving concerns.
- Developed and actualized customer service initiatives to decrease wait times.
- Completed cash office daily.
- Assisted customers with product selection, order entry, and payment processing.
- Assisted with training new employees on the company's procedures for handling customer inquiries.
- Computed sale prices and totaled purchases with POS system or cash register.
Education
Nursing- Incomplete -
Amarillo College
Amarillo, Texas11.2019
High School Diploma -
Randall High School
Amarillo, Texas05-2016
Skills
- Cash handling and reconciliation
- Handling complaints and escalations
- Scheduling and time-tracking
- Maintaining clean work areas
- Staff coaching and training
- Customer experience enhancement
- Adaptable to changing demands
- Computer and typing experience
- Technical support
- Listening skills
- Excellent communication
- Documentation and reporting
Timeline
Premier Service Consultant
AT&T
10.2022 - 03.2025
Front End Supervisor
Sam's Club
03.2018 - 09.2022
Customer Service Associate
Bed Bath & Beyond
09.2014 - 03.2018
Nursing- Incomplete -
Amarillo College
High School Diploma -
Randall High School