Jennifer Smith
55754 Shelby Rd Apt 9308,MI
Summary
Highly Driven and organized Customer Service Professional with 20 + years of experience seeking an opportunity to apply my strong problem solving and communication skills when providing customers with a high level of support.
Overview
28
28
years of professional experience
Work History
Customer Service Representative
Blue Cross Blue Shield Of Michigan
Detroit, Michigan
11.1998 - Current
- Provide primary customer support to internal and external customers.
- Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offer advice and assistance to customers, paying attention to special needs or wants.
- Consult with outside parties to resolve discrepancies and create expert solutions.
- Collect customer feedback and made process changes to exceed customer satisfaction goals
- Develop highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Increase efficiency and team productivity by promoting operational best practices.
- Deliver exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Effective liaison between customers and internal departments.
- Follow-through on all critical inter-departmental escalations to increase customer retention rates.
- Answer customer telephone calls promptly to avoid on-hold wait times.
Customer Service Representative
DTE
Southfield, MIchigan
11.1994 - 11.1998
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Bank Teller
Comerica Bank
Southfield, MI
06.1994 - 11.1994
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Educated customers on use of banking website and mobile apps.
- Counted and packaged currency and coins.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Reconciled cash drawer and resolved discrepancies.
- Logged cashier's checks and other transactions to maintain accurate account records.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Placed orders for customer checks and verified starting numbers.
Education
High School Diploma -
Cass Technical High School
Detroit, MI06.1994
Skills
- Understanding Customer Needs
- De-escalation Techniques
- Calm and Professional Under Pressure
- Customer Account Management
- Issue and Complaint Resolution
- Creative Problem Solving
- Efficient and Detail-Oriented
- Multitasking and Prioritization
- Verbal and Written Communication
Additional Information
Proficient in Microsoft office Suite
Proficient in Zoom
Timeline
Customer Service Representative
Blue Cross Blue Shield Of Michigan
11.1998 - Current
Customer Service Representative
DTE
11.1994 - 11.1998
Bank Teller
Comerica Bank
06.1994 - 11.1994
High School Diploma -
Cass Technical High School