Jennifer Ocock
Aurora,OH
Summary
Personable and dedicated employee. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
16
16
years of professional experience
Work History
Senior Customer Service Representative
The Romo Group
Chagrin Falls, OH
10.2007 - Current
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Conducted customer service training for new hires.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Hospitality Sales Supervisor
The Romo Group
Chagrin Falls, OH
06.2015 - 09.2022
- Raised profits by setting ambitious sales goals for employees, encouraging sales staff, prioritizing customer service and resolving customer issues.
- Exceeded targeted goals and quotas through upselling and strategic customer cultivation.
- Connected with customers to provide assistance and collect feedback to optimize operations.
- Collaborated with management and executives and made strategy recommendations based on insights into sales operations.
- Mentored employees in management of complicated sales, complex issues and difficult customers.
Customer Service Manager
The Romo Group
Chagrin Falls, OH
06.2012 - 06.2015
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Delivered continuous training to associates to maximize performance and customer relations skills.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
Education
High School Diploma -
Lakeland Community College
Willoughby, OHSkills
- Data Entry
- Credit Card Payment Processing
- Calm and Professional Under Pressure
- Multitasking and Prioritization
- Customer Account Management
- Building Customer Trust and Loyalty
- Creative Problem Solving
- Upbeat and Positive Personality
- Efficient and Detail-Oriented
- Inbound and Outbound Calling
- Sales Expertise
- Microsoft Office Expertise
- Senior Leadership Support
Timeline
Hospitality Sales Supervisor
The Romo Group
06.2015 - 09.2022
Customer Service Manager
The Romo Group
06.2012 - 06.2015
Senior Customer Service Representative
The Romo Group
10.2007 - Current
High School Diploma -
Lakeland Community College
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