Jennifer Scheel
San Antonio,Texas
Summary
Dynamic Customer Service Representative with a proven track record at Harland Clarke, excelling in conflict resolution and customer satisfaction. Leveraged active listening and critical thinking to enhance loyalty and repeat business. Expert in call center operations and data entry, contributing to significant sales growth through informed product recommendations and efficient complaint resolution.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Harland Clarke
03.2019 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Customer Service Representative
QVC Call Center
09.2006 - 11.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Education
Diploma - Required
William Howard Taft High School
San Antonio, TX06.1992
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Conflict resolution
- Computer proficiency
- Complaint resolution
- Payment processing
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Follow-up skills
- Call management
- Product knowledge
- Order processing
- Documentation
- Data collection
Timeline
Customer Service Representative
Harland Clarke
03.2019 - Current
Customer Service Representative
QVC Call Center
09.2006 - 11.2017
Diploma - Required
William Howard Taft High School
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