Jennifer Mckinney
Opelika,AL
Summary
Professional customer service expert with proven ability to deliver results and exceed expectations. Adept at resolving issues, enhancing customer satisfaction, and building strong relationships. Strong focus on team collaboration, and communication. Skilled in active listening, and multi-tasking.
Overview
8
8
years of professional experience
Work History
Remote Customer Service Advisor
Cigna
Remote
01.2021 - 02.2025
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Monitored team performance metrics, identifying areas for improvement and coaching staff accordingly.
- Investigated and resolved customer inquiries and complaints quickly.
- Collaborated with team members to achieve monthly targets and improve overall performance.
Remote Customer Service Advocate
T-Mobile
02.2017 - 12.2021
- Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
- Met customer call guidelines for service levels, handle time and productivity.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
Education
Bachelor In Architectural Science - Social Psychology
Alabama A&M University
Normal, AL05.2020
High School Diploma -
Coosa County Highschool
Rockford AL05.1988
Skills
- Microsoft Team
- Quality assurance
- Live chat support
- Microsoft outlook
- Benepath
- Technical troubleshooting
- Medical terminology
Timeline
Remote Customer Service Advisor
Cigna
01.2021 - 02.2025
Remote Customer Service Advocate
T-Mobile
02.2017 - 12.2021
Bachelor In Architectural Science - Social Psychology
Alabama A&M University
High School Diploma -
Coosa County Highschool