Jennifer Zumwalt
Lake Crystal,MN
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Verizon Wireless
Mankato, MN
12.2004 - 08.2023
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Set up and activated customer accounts.
- Consulted with customers to resolve service and billing issues.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Made outbound calls to obtain account information.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Mentored new employees on procedures and policies to maximize team performance.
- Answered inbound calls, chats and emails to facilitate customer service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Education
High School Diploma -
LCWM High School
Lake Crystal, MN06-1994
Skills
- Complaint Resolution
- Inbound and Outbound Calling
- Data Entry
- Account Updating
- Technical Support
- Complaint Handling
- Problem-Solving Abilities
- Customer Service
- Order Processing
- Professional Telephone Demeanor
- Positive and Professional
- Conflict Resolution
- Credit Card Payment Processing
- 10-Key
- Active Listening
- Microsoft Outlook
- Payment Processing
Certification
- CompTIA A+ Certification
References
References available upon request.
Timeline
Customer Service Representative
Verizon Wireless
12.2004 - 08.2023
High School Diploma -
LCWM High School