Jennifer R Tarragano
Decatur,TN
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
22
22
years of professional experience
Work History
Customer Service Representative
Renaissance Life & Health
Indianapolis, IN
09.2022 - 04.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered 40-100 daily customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for insurance products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Manager
QVC Call Center
Chesapeake, VA
01.2019 - 11.2021
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised 27 employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Resolved concerns with products or services to help with retention and drive sales.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Monitored customer service operations to assess agent performance and provide feedback.
- Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
Customer Service Team Leader
Sitel
Nashville, TN
01.2017 - 01.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Handled 100 day-to-day customer contacts via phones, faxes, chat and emails.
- Provided primary customer support to internal and external customers.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Maintained financial accounts by processing customer adjustments.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
District Property Manager
Huntington Properties
Tacoma, WA
02.2004 - 04.2016
- Assisted with annual budget creation and managed portfolio according to approved budgeted parameters.
- Handled terminations, performance evaluations, and staff coaching to maintain top property operations.
- Assessed reports on occupancy, delinquency, budget variance, and make-readies generated by on-site staff.
- Reviewed financial forecasts, budget, and operational goals.
- Created reports, recorded contracts, and kept employee records in corporate database and accounting software.
- Inspected community common areas, apartment units, and model appearance to address problems.
- Identified and addressed potential safety issues and liability concerns.
- Conducted property visits to assess curb appeal, office upkeep, and maintenance activities.
- Responded to escalated resident concerns and issues and monitored resolution.
- Negotiated vendor contracts and presented to owners for approval.
- Conducted inspections of property grounds, buildings and equipment to identify maintenance concerns and direct timely repairs.
- Communicated effectively with owners, residents and on-site associates.
- Collected and maintained careful records of rental payments and payment dates.
- Kept properties in compliance with local, state and federal regulations.
- Maintained and supervised a staff of 149 Community Property Managers and 280 Area Property Managers in Washington, Oregon and Idaho.
Junior Editor
The Daily News
Longview, WA
01.2001 - 04.2003
- Prepared, rewrote and edited 10 pieces to improve readability and impact on a weekly basis.
- Reviewed articles for grammar, spelling, punctuation, syntax, accuracy and compliance with quality standards.
- Determined readiness of written pieces, made changes and approved final versions for publication.
- Worked with graphic artists, post-production team members and other specialists to produce captivating and successful content.
- Interviewed sources and developed relationships with informants to obtain vital information for stories.
- Devised attention-grabbing headlines and summaries for articles.
- Communicated directly with reporters to assess stories and improve quality of work.
- Monitored breaking news for information on incidents, events and topics of interest to quickly assign coverage to staff.
Education
Associate of Arts - Journalism, Print
Lower Columbia College
Longview06.2006
Skills
- Conflict Mediation
- Problem-Solving Ability
- Managing Multiple Tasks
- Data Evaluation
- Customer Relations
- Team Management
- Administrative support
- Creative problem solving
- Report Creation
- Microsoft Word
- Account Management
- Retail Sales Customer Service
- Microsoft Excel
- Senior Leadership Support
- Active Listening
- Staff Training
- Credit Card Payment Processing
- Report Transcription
- Report Preparation
- Microsoft PowerPoint
- Sales Expertise
- Critical Thinking
- Recordkeeping Strengths
- Multi-Line Telephone Operation
- Promotional Support
- System Implementation
- Administrative Support
- Call Center Operations
- Clerical Support
- Project Management Abilities
- Office Equipment Proficiency
- Quality Control
- Training Development Aptitude
- Executive Management Support
- Professional Telephone Demeanor
- Refund Processing
- CRM Software
- Team Development
- Computer Proficiency
- Customer Relationship Management
- Call Triaging
- Brand Representation
- Conflict Resolution
- Product Promotion
- Medical Terminology Knowledge
- Technical Support
- Customer Consulting
- Travel Planning
- Service Standard Compliance
- Multi-Line Phone Talent
- Closing Sales
- Reading Comprehension
- Typing Proficiency
- Sales Quota Achievement
- Administrative and Office Support
- Invoice Preparation and Processing
- Customer Retention Strategies
- Calm and Professional Under Pressure
- Membership Inquiries and Renewals
- Policy and Procedure Adherence
- Cultural Awareness
- Prioritization
- Grammar
- Coordination
- Research
- Proofreading
- 10-Key
- Calendaring
- Documentation
- Spreadsheets
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
"A leader is one who knows the way, goes the way, and shows the way."
John Maxwell
Timeline
Customer Service Representative
Renaissance Life & Health
09.2022 - 04.2023
Customer Service Manager
QVC Call Center
01.2019 - 11.2021
Customer Service Team Leader
Sitel
01.2017 - 01.2019
District Property Manager
Huntington Properties
02.2004 - 04.2016
Junior Editor
The Daily News
01.2001 - 04.2003
Associate of Arts - Journalism, Print
Lower Columbia College