Jennifer Newton
Birmingham,AL
Summary
Resourceful Customer Service Representative known for high productivity and efficient task completion. Specialized in communication, problem-solving, and time management skills, ensuring smooth operations in customer service environments. Excel in listening, empathy, and patience, which are crucial for addressing customer needs effectively and building positive relationships.
Overview
22
22
years of professional experience
Work History
Accounts Payable Representative
Southern Tire Mart
Birmingham, AL
05.2023 - Current
- Monitored customer accounts to ensure payment terms are met.
- Processed customer payments accurately and timely.
- Researched and resolved discrepancies in customer accounts.
- Maintained accurate records of collections, deposits, and account reconciliations.
- Assisted customers with billing inquiries via phone or email correspondence.
- Ensured compliance with internal procedures and external regulations.
- Identified delinquent accounts requiring collection action.
- Communicated with customers regarding payment status of their invoices.
- Provided support to the accounting team during month-end close process.
- Collaborated with other departments to resolve any issues related to billing.
- Investigated reasons for non-payment by customers and take appropriate action.
- Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
- Monitored customer account details to minimize or rectify non-payments, delayed payments and other irregularities.
- Verified, classified, computed, posted and recorded accounts payable data and reconciled daily totals to confirm proper accounting.
- Posted and verified entries to logs, spreadsheets or reports to update department records and accounting systems.
- Prepared and submitted accounting documents and reports for review, authorization and processing.
- Applied cash receipts and performed daily bank deposits.
- Enhanced customer satisfaction through prompt and courteous handling of all inquiries and complaints.
- Coordinated with sales and customer service departments to resolve billing issues.
- Checked postings and documents for correctness, accuracy and proper coding.
- Received and recorded cash, checks and transfers.
Remote Concierge Agent
CSC Generations/DirectBuy
Merrillville, IN
01.2015 - 05.2023
- Assisted customers with inquiries regarding products and services through phone, email, and chat.
- Provided product information to customers in a timely manner.
- Resolved customer complaints quickly and efficiently.
- Tracked orders from placement to delivery using internal systems.
- Collaborated with other departments such as logistics and sales to resolve customer issues.
- Advised customers on purchasing decisions based on their individual needs.
- Attended training sessions regularly to stay current on new products or services.
- Answered incoming calls promptly and professionally within company standards.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Developed strong customer relationships to encourage repeat business.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Provided support for individual employees who had difficulty grasping concepts during instruction sessions.
Customer Service Manager
DirectBuy of Birmingham
Birmingham, AL
11.2002 - 01.2015
- Provided exceptional customer service to ensure customer satisfaction.
- Monitored staff performance to ensure adherence to customer service standards.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Recruited and trained new employees to meet job requirements.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Evaluated employee job performance and motivated staff to improve productivity.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Set up and arranged displays to attract prospective customers.
- Trained new specialists to present company products or services.
- Coordinated with marketing teams to develop promotional materials and campaigns.
- Provided exceptional customer support, resolving issues and ensuring customer satisfaction.
Education
Associates - Medical Office Administration
Herzing University
Madison, WI04-2016
Skills
- Service Excellence
- Effective Conflict Resolution
- Enhancing Client Satisfaction
- Detail-Oriented Organization
- Proficient in Written and Oral Communication
- Courteous Demeanor
- Payment Processing
- Research capabilities
- Queue management
References
References available upon request.
Timeline
Accounts Payable Representative
Southern Tire Mart
05.2023 - Current
Remote Concierge Agent
CSC Generations/DirectBuy
01.2015 - 05.2023
Customer Service Manager
DirectBuy of Birmingham
11.2002 - 01.2015
Associates - Medical Office Administration
Herzing University