Jennifer Mosley
Surprise,USA
Summary
Dedicated customer service professional with 9.5 years of experience in fast-paced environments. Strong in communication, problem-solving, and multitasking, committed to providing every customer with a positive, memorable experience.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Donor Services Coordinator I
Science Care, Inc
Phoenix, AZ
01.2024 - Current
- Effectively assist donors and their families throughout the donation process, ensuring a compassionate and supportive experience during sensitive circumstances
- - Coordinate transportation logistics to facilitate timely access to the Science Care facilities all over the United States
- - Obtain necessary authorizations and provide comprehensive support to consenters, guiding them through each step of the donation process
- - Offer guidance and emotional support to both donors and their loved ones, ensuring a seamless and respectful experience
- - Engage with key programs, including registration, the HOPE program, and the After Passing procedures, to enhance donor and family engagement
- Address any prior awarding related to the donation, ensuring all processes are handled with care and accuracy
- Manage high-volume phone lines while effectively navigating high-stress situations to provide timely assistance and information
Legal Assistant II
Department of Inspector General
Phoenix, AZ
12.2023 - Current
- Legal Assistant providing support to Administrative Law Judges (ALJs) at the Appellate Services Administration (ASA)
- Responsibilities include reviewing appeals, selecting exhibits for hearings, organizing case documentation, conducting research, scheduling hearings, and assisting customers
- Organization and maintenance of confidential files
- Knowledge of Arizona Public Assistance and Unemployment Insurance law
- Customer service techniques
- Analyzing complex legal issues
- Research and analysis of case files
- Timely processing of requests and deadlines
- Multitasking and managing conflicting priorities
- Proficiency in Google Apps and Adobe Acrobat
- Effective communication with internal and external customers
- Critical thinking and problem-solving skills
- Familiarity with case management systems and office policies
- Handling sensitive data
- Managing multiple computer programs simultaneously
Customer Success Representative (Small Business)
Wells Fargo
Phoenix, AZ
07.2022 - 08.2023
- Assess and meeting the needs of customers and/or solving customer problems by proactively seeking out ways to improve a variety of more complex financial products, services or select customer segments through via inbound phone calls
- Perform moderately complex research to resolve more complex customer problems including communicating with other departments to resolve customer issues
- Receive direction from management and escalate non routine questions when answering inquiries or resolving issues and provide best in class customer experience
- Have50+ customer service compliments since August2022
Dispatcher
Mortuary Transport Services
Phoenix, AZ
08.2019 - 06.2020
- Dispatching calls for Valley mortuaries, crematories, donor groups, and medical examiner
- Keeping track of times of driver departures, arrivals, current locations, and eta’s
- Pre-screening and qualifying patients for the Donor groups Science Care and Research for Life
- Various office tasks such as taking messages, typing up first calls, faxing, emailing, office filing, and following up with on call directors with messages you are sending over
- Providing exceptional customer service
Ambassador, Guest Services
Six Flags Great American
Gurnee, IL
08.2015 - 12.2018
- Promoting the park with enthusiasm and pride while interacting with guests
- Handling ticket transactions including advanced sales and reconciling issues
- Assisting guests with concerns through phone and face-to-face communication
- Conducting crowd control and ensuring park cleanliness
- Collecting guest feedback and generating service reports to enhance guest experience
- Demonstrating energy and self-motivation while fostering a positive environment
- Monitoring and coaching team performance to ensure high service standards
- Training and certifying team members to maintain operational excellence
- Engaging with guests and focusing on solutions to enhance their experience
- Embracing the “Say Yes to the Guest” philosophy, focusing on solutions rather than limitations with each guest I meet
Night Receptionist
A.L. Moore-Grimshaw Mortuaries Bethany Chapel
Phoenix, AZ
10.2004 - 04.2005
- Receives incoming telephone calls and assist callers with any questions or comments; direct calls to appropriate team members and resolve calls when possible
- Maintains a friendly emphatic attitude and offering assistance and guidance as needed
- Answering telephones up to25 lines in a fast-paced office environment
- Dispatching calls to body removal companies, making calls to hospitals, hospice, and family homes
- Knowledge of secretarial and office administrative procedures
- Working knowledge of standard office equipment including multi-line phone system, calculators, copiers, printers, and fax machines
- Basic computer skills (Windows & Microsoft Office
- High level of interpersonal skills to handle sensitive and confidential situations
- Position continually requires demonstrated poise, tact and diplomacy
- Professional communication skills both orally and in writing
- Ability to maintain confidentiality
- Attention to detail and accurately take messages and information
- Ability to multi-task and set priorities
Education
High school diploma or GED -
AZ CPES state workers
Associate's Degree - Student Senator for the Student Life and Leadership
Paradise Valley Community College
Phoenix, AZSkills
- Customer service
- Guest relations expertise
- Queue management
- Strong problem solving
- Conflict resolution
- Ticket collection
- Crisis management
- Flexibility
- Time management abilities
- Organizational skills
- Energy and enthusiasm
- Positive attitude
- Teamwork and collaboration
- Active listening
- Sell tickets
- Issue resolution
- Public relations
- Relationship building
- Decision-making
- Supervisory skills
- Employee training
- POS systems
- Ticket sales
- Attention to detail
- Crowd management
- Interpersonal skills
- Quick decision making
Certification
- Drivers License
Accomplishments
- Awarded the President's Award for Service Superstar at Six Flags Great America in 2017, recognizing me as one of the top 10% of team members out of 4,000 employees for exceptional service
- Received a personalized letter of appreciation from Dameon Nelson, former Director of Park Operations at Six Flags Great America, commending my outstanding customer service and noting the numerous positive interactions I had with guests throughout the season.
- Achieved over 30 guest compliments at Wells Fargo, reflecting a consistent commitment to providing excellent service.
- Advocated for a company-wide customer service philosophy, emphasizing that "Customer Service should not be a department, it should be the entire company.
Additional Information
- Skills
- Patient
- Able to Build Relationships
- Exceptional clear communication skills
- Loyal and Discreet (maintain confidentiality)
- Tenacity
- Responsible
- Strong client relations
- Ability to Use "Positive Language"
- Courteous, helpful, and attentive
- Ability to "Read" Customers
- Guest services & luxury guest services
Timeline
Donor Services Coordinator I
Science Care, Inc
01.2024 - Current
Legal Assistant II
Department of Inspector General
12.2023 - Current
Customer Success Representative (Small Business)
Wells Fargo
07.2022 - 08.2023
Dispatcher
Mortuary Transport Services
08.2019 - 06.2020
Ambassador, Guest Services
Six Flags Great American
08.2015 - 12.2018
Night Receptionist
A.L. Moore-Grimshaw Mortuaries Bethany Chapel
10.2004 - 04.2005
High school diploma or GED -
AZ CPES state workers
Associate's Degree - Student Senator for the Student Life and Leadership
Paradise Valley Community College
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