Jennifer Stoll
Laurinburg,NC
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
17
17
years of professional experience
Work History
Customer Service Representative Agent
AC Global Metals, Inc. DBA: Cooler Classics
02.2021 - Current
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Handled customer inquiries and suggestions courteously and professionally.
- Updated account information to maintain customer records.
- Answered constant flow of customer calls with minimal wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Provided primary customer support to internal and external customers.
- Tracked customer service cases and updated service software with customer information.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Souther Nevada Gaming General Manager
Nevada Restaurant Services, Inc. DBA: Dotty's
02.2007 - 07.2019
- Developed and implemented strategies to increase sales and profitability.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Developed and maintained relationships with customers and suppliers through account development.
- Managed budget implementations, employee evaluations, and contract details.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Provided strategic oversight of marketing and promotional campaigns to keep campaigns aligned with overall goals and objectives.
- Trained new employees on proper protocols and customer service standards.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Reported issues to higher management with great detail.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Reduced operational risks while organizing data to forecast performance trends.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
Education
High School Diploma -
Robert A. Millikan High School
Long Beach, CA06.1991
Skills
- Program Promotion
- Strong Telephone Etiquette
- Corrective Action Plans
- Navigational Skills
- Financial Transactions
- Rewards Tracking
- Sales Report Generation
- Customer Understanding
- Product Line Knowledge
- Daily Logs
- Administrative and Office Support
- Providing Feedback
- Document Uploading
- Information Updates
- Attention to Detail
- Data Integrity
- Consultations and Recommendations
- Documenting Problems
- Performance Goals
- Online Chat
- Customer Service and Assistance
- Financial Statements
- Customer Data Confidentiality
- Order and Refund Processing
- Document and Records Management
- Understanding Customer Needs
- Customer Account Management
- Policy and Procedure Adherence
- Product Availability
- Invoice Preparation and Processing
- Sales and Upselling
- Calm and Professional Under Pressure
Timeline
Customer Service Representative Agent
AC Global Metals, Inc. DBA: Cooler Classics
02.2021 - Current
Souther Nevada Gaming General Manager
Nevada Restaurant Services, Inc. DBA: Dotty's
02.2007 - 07.2019
High School Diploma -
Robert A. Millikan High School
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