Jennifer Samsel
Bordentown,NJ
Summary
Dynamic customer service professional with extensive experience at Somfy Systems, excelling in complaint resolution and staff training. Proven track record of enhancing customer satisfaction through effective communication and process improvements. Skilled in Salesforce CRM and adept at fostering team collaboration, consistently achieving performance goals and driving operational efficiency.
Overview
19
19
years of professional experience
Work History
Senior Customer Service Representative
Somfy Systems
07.2006 - 09.2025
- Assisted customers with inquiries, providing accurate information and resolving issues efficiently.
- Collaborated with team members to ensure seamless customer support operations.
- Utilized CRM software to track customer interactions and improve service delivery.
- Adapted quickly to new processes and systems, enhancing response times for customer requests.
- Trained new representatives on company policies, procedures, and customer service best practices.
- Developed training materials that increased knowledge retention among new hires significantly.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Documented and detailed calls and complaints using call center's CRM database.
- Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
- Maintained a thorough knowledge of products and services to provide accurate information to customers.
- Retained customers considering cancellation by addressing their concerns, offering alternative solutions, and showcasing the value of our products and services.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Supervisor
Somfy Systems Inc.
01.2024 - 01.2025
- Supervised customer service team, ensuring adherence to policies and procedures.
- Trained staff on effective communication techniques and conflict resolution strategies.
- Implemented process improvements, enhancing customer satisfaction and operational efficiency.
- Analyzed customer feedback to identify trends and drive service enhancements.
- Developed training materials to support onboarding for new team members.
- Oversaw scheduling and workload distribution to maintain optimal service levels.
- Resolved escalated customer inquiries, fostering positive relationships and loyalty.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Fostered strong relationships with key accounts by providing personalized care and attention in managing their concerns.
- Initiated mentorship program, pairing new employees with experienced mentors for accelerated learning.
Technical Support Representative
Somfy
07.2006 - 01.2016
- Provided technical assistance to customers, resolving issues efficiently and effectively.
- Diagnosed software and hardware problems, ensuring timely resolutions for user concerns.
- Documented support interactions in ticketing system, maintaining accurate records for future reference.
- Collaborated with cross-functional teams to enhance customer experience through streamlined processes.
- Trained new team members on best practices for technical troubleshooting and customer service excellence.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Developed user-friendly guides for common issues, reducing volume of support tickets.
Education
High School Diploma -
Secaucus High School
Secaucus, NJ06.1992
Skills
- Customer support
- Complaint resolution
- Payment processing
- Account management
- Staff training
- Database maintenance
- Order fulfillment
- Credit card processing
- SOP writing
- Call center experience
- Shipping and logistics
- Database research
- Warranty claims
- Representative training
- Returns and exchanges
- Understanding customer needs
- Remote office availability
- Product knowledge
- Salesforce CRM
- MS office
- Professional telephone demeanor
- Data entry
- Administrative and office support
Timeline
Customer Service Supervisor
Somfy Systems Inc.
01.2024 - 01.2025
Senior Customer Service Representative
Somfy Systems
07.2006 - 09.2025
Technical Support Representative
Somfy
07.2006 - 01.2016
High School Diploma -
Secaucus High School
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