Summary
Overview
Work History
Education
Skills
Timeline
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Jennifer Peters

Eastlake

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships and growing businesses.

Overview

5
5
years of professional experience

Work History

Answering Service Operator

Academy Communications
06.2023 - Current
  • Relay and transcribe written and verbal messages to personnel.
  • Manage a high volume of inbound calls while accurately documenting interactions in the company database.
  • Deliver outstanding service under pressure during high-call-volume periods without compromising quality or efficiency standards.
  • Maintain high-quality service standards with consistent adherence to company policies and procedures.
  • Develop rapport with frequent callers by remembering their names/details about previous conversations.
  • Handle difficult situations calmly and professionally, demonstrating excellent conflict resolution skills when necessary.
  • Answer incoming calls, greeted callers, provided information and transferring calls to appropriate parties.
  • Proactively assist colleagues as needed with challenging callers or situations, contributing to positive team dynamics and workplace morale.
  • Increase caller satisfaction with friendly, empathetic, and professional communication skills.
  • Collect and verified telephone numbers, addresses, and proper spelling of names.
  • Answer for several types of clients and follow their specific call flow procedures.

AUTO REPAIR SHOP OWNER

J&J'S CUSTOM CAR CARE
09.2019 - 01.2025
  • Studied market to determine optimal pricing of goods and services and to capitalize on emerging opportunities.
  • Set, enforced and optimized internal policies to maintain responsiveness to demands.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Provided exceptional customer service to customers, increasing customer loyalty.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Built loyal account base and long-term business relationships.
  • Trained new employees on proper protocols and customer service standards.
  • Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
  • Communicated with customers and vendors positively with particular attention to problem resolution.
  • Brought in new business connections and revenue generation opportunities by improving networking strategies.
  • Spearheaded business operations by consistently seeking methods to improve profitability through cost containment and revenue generation.
  • Identified market product demands and customer trends to bring in new customers and retain existing ones for sustainable profits.
  • Conducted P&L statement analysis to improve daily operations, increase revenue and reduce costs.
  • Documented cash, credit, fixed assets, accrued expenses and line of credit transactions.
  • Evaluated and improved accuracy and completeness of financial records.
  • Explained estimates and determined repair timelines to manage customer expectations.

STORE MANAGER

SUNOCO GAS STATION
11.2019 - 01.2022
  • Managed inventory control, cash control and store opening and closing procedures.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Completed point of sale opening and closing procedures.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
  • Rotated merchandise and displays to feature new products and promotions.
  • Supervised guests at front counter, answering questions regarding products.
  • Reconciled daily sales transactions to balance and log day-to-day revenue.
  • Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
  • Minimized on-site cash with frequent deposits and high accuracy in predicting operations.
  • Analyzed and interpreted store trends to facilitate planning.
  • Assessed supplier quality to maintain tight cost controls and maximize business operational performance.

Education

High School Diploma -

North High School
Eastlake, OH
06.1999

Skills

  • Time Management
  • Invoice Preparation and Processing
  • Quality Assurance
  • Repair Quotes
  • Supply Ordering
  • Customer Relationship Management
  • Business Management and Development
  • Documenting Calls
  • Cash Control
  • Adaptable and Flexible
  • Setting Up Appointments
  • POS Transactions

Timeline

Answering Service Operator

Academy Communications
06.2023 - Current

STORE MANAGER

SUNOCO GAS STATION
11.2019 - 01.2022

AUTO REPAIR SHOP OWNER

J&J'S CUSTOM CAR CARE
09.2019 - 01.2025

High School Diploma -

North High School

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Jennifer Peters