Jennifer Porter
3295 230th Street ,IA
Overview
7
7
years of professional experience
Work History
Customer Service Supervisor
Omnitel Communications
Truro, IA
04.2019 - Current
- Supervised daily operations, ensuring high-quality customer service and adherence to company standards.
- Trained and mentored new staff on customer interaction protocols and complaint resolution techniques.
- Developed and implemented process improvements to enhance team efficiency and customer satisfaction.
- Managed escalated customer inquiries, providing effective solutions while maintaining positive relationships.
- Coordinated scheduling and workload distribution among team members to optimize resource utilization.
- Led regular team meetings, fostering open communication and continuous improvement within the department.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Researched and corrected customer concerns to promote company loyalty.
- Created, prepared, and delivered reports to various departments.
- Resolved escalated customer complaints, ensuring satisfaction and loyalty.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Interceded between employees during arguments and diffused tense situations.
Education
High School Diploma -
Southeast Polk High School
Runnells, IA05.1996
Skills
Problem-solving
Time management
Customer service
Multitasking and organization
Team building and leadership
Decision-making
Training and mentoring
Customer relations
Team development
Positive and constructive feedback
Work prioritization
Complaint handling
Quality assurance
Timeline
Customer Service Supervisor
Omnitel Communications
04.2019 - Current
High School Diploma -
Southeast Polk High School