Jennifer Sweeder
Bonaire,GA
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
26
26
years of professional experience
Work History
Customer Service Representative
Comcast
Remote
10.2022 - Current
- Inbound calls
- Assist customers with appointment management, troubleshooting, billing questions and details, apply service adjustments when eligible
- Create new accounts, process upgrades, downgrades and additional services
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 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.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Improved resolution time with effective problem-solving for customer complaints.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Participated in training programs to enhance product knowledge and customer service skills.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
Assistant Manager
Dollar General
Kathleen, GA, USA
09.1999 - 12.2020
- Overall tasks included always providing excellent customer service, opening and closing the store and handling the day to day flow
- I perform counts of the till and previous days balance
- During the shift I have performed all duties associated with the register such as taking care of customers, refunds, exchanges, price checks, voids, and cash pickups
- I check in vendors such Pepsi, Coke, Frito Lay, Golden Flake, etc to verify the invoices compared to my list of what I'm supposed to receive
- I receive Dollar General freight trucks and our own branded cooler trucks such as DG Fresh along with cooler trucks by SpartanNash
- I stock rolltainers and push freight which includes setting seasonal displays and core merchandise
- Office management duties that I perform daily include balancing cashier tills and verifying they have the correct amount of cash at the end of shift
- I handle the deposits from preparation, transport, and verification
- I perform payroll, make schedules, review candidate applications and hold interviews for the hiring process
- I train new employees under me and also hold safety and stocking meetings with the entire crew
- I make daily work assignments for the other employees for the whole day from start to finish
- I hold the employees accountable for job performance, attendance, substandard conduct, and safety
- I also hold them accountable for cash accountability which is a different set of standards
- I place store orders for store supplies and fixtures
- On Sundays I verify inventory counts and perform on hand adjustments
- Throughout the week I perform perpetual inventory accuracy
- I perform weekly rotations of food which includes checking old dates and damaging out product and dealing with health and beauty aid products
- I prepped for yearly inventory with our partners at Washington Inventory Service
- I also handle a new process that Dollar General has recently implemented which partners with FedEx for transfers to and from our location for customers
- I submit work orders to have various merchandising and maintenance issues taken care of at our location such as plumbing, electrical, etc
- I perform loss prevention duties such as checking cameras and alerting police to shoplifting incidents in progress
Education
Associates - Business Management and Accounting
Independence University
10.2018
GED -
Georgia Tech
Warner Robins, GA01.1997
Skills
- Loss Prevention
- Assistant Manager Experience
- Accounting
- Merchandising
- Freight Experience
- Customer service
- Communication skills
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Conflict resolution
- Professional telephone demeanor
- Microsoft outlook
- Call management
- Product knowledge
- Appointment scheduling
- Microsoft Office Suite
- Microsoft PowerPoint
- Customer education
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Customer Service Representative
Comcast
10.2022 - Current
Assistant Manager
Dollar General
09.1999 - 12.2020
Associates - Business Management and Accounting
Independence University
GED -
Georgia Tech