Summary
Overview
Work History
Education
Skills
Timeline
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JENNIFER VILLANUEVA

Kansas City,MO

Summary

Hardworking Customer Service Representative maintains and enhances customer service by delivering systems and procedures and supervising staff. Communicative and responsible team leader builds productive and positive relationships with employees and customers to improve retention and loyalty. Consistently promotes company values and culture through all interactions.

Overview

13
13
years of professional experience

Work History

Customer service representative-Lead Mobile

Spectrum Mobile
06.2021 - Current
  • Starting as a tier 1 representative for 3 months before being promoted to an interm lead assisting agents and taking escalation calls for customers with mobile issues with accounts or devices
  • Within a year I was promoted to a Lead and assisted on the lead line under supervisor and manager
  • Exceptional customer service experience, leadership skills and training skills
  • Assisted in the Bridge program training new hire representatives and assisting supervisors with coaching’s, trainings, creating schedules and training content
  • With doing all of this I am also over all of the progress partners to molding them to be future leaders in the company
  • With showing all of these strengths I was chosen to go to another site in New York to assist with training and development of the new mobile site
  • I have now moved to a Chat Lead position to widen my knowledge base
  • With all of the information and experience I have gained while being in the different positions I have held in the company I have grown and excelled in all of them

Loan Rep Loan representative

Meridian Business Solutions
10.2018 - 06.2021
  • Approve and deny loans based off of debt to income ratios
  • Calculate loan amounts based on information gathered and verification processes
  • Excellent computer and typing skills
  • Go above and beyond to make sure the customers are getting loans they can afford and also helping other loan reps when they have questions about qualifications or income types and our policies
  • Always looking to be a leader and make sure I am available for any extra tasks or opportunities to grow.
  • Developed strong relationships with customers through high levels of customer service.
  • Assisted customers in understanding loan terms and conditions to make informed decisions.
  • Assistant lead over agents and trainers

Loan Rep

Express Professionals
04.2018 - 10.2018
  • Worked as a temp for Meridian Business Solution
  • Assisted customers in getting installment loans
  • Used excellent customer service skills and computer skills
  • Used duel screen computer and have excellent typing skills
  • Used all resources available to make sure the customer was getting the best loan possible
  • I calculated the customer’s debt to income ratio to help determine their loan amount
  • Approved and denied loans based off of information given and verification procedures.

Team Lead

Sprint
12.2010 - 03.2015
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Coached team members in techniques necessary to complete job tasks.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Trained and supervised team of customer service representatives in providing quality service to customers.
  • Evaluated customer service staff performance and provided constructive feedback.
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.

Education

Bachelor’s Degree - Psychology

University of Phoenix Online School

Associates - Business Management

University of Phoenix Online School

Skills

  • Employee Engagement
  • Customer Service and Assistance
  • Staff Monitoring
  • Customer Billing
  • Issue Resolution
  • Skill Development
  • Employee Performance Reviews
  • Professional Phone Etiquette

Timeline

Customer service representative-Lead Mobile

Spectrum Mobile
06.2021 - Current

Loan Rep Loan representative

Meridian Business Solutions
10.2018 - 06.2021

Loan Rep

Express Professionals
04.2018 - 10.2018

Team Lead

Sprint
12.2010 - 03.2015

Bachelor’s Degree - Psychology

University of Phoenix Online School

Associates - Business Management

University of Phoenix Online School

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JENNIFER VILLANUEVA