Jennifer Weathers
Duluth,GA
Summary
Reliable Customer Care Associate with strong background helping customers with diverse needs. Competent with telephone, email and chat inquiries. Calms individuals dealing with highly stressful situations. Balances scripted responses with personal expertise to quickly resolve inquiries.Knowledgeable and dedicated customer service professional with extensive experience in retail/customer care industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
17
17
years of professional experience
Work History
Core Acct Specialist
Portfolio Recovery Associates
02.2018 - 03.2019
- Handled client inquiries with exceptional professionalism and enthusiasm.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Improved productivity by providing CSR performance feedback for corrective action.
- Diminished financial discrepancies and managed monetary transactions, including deposits and credit card transactions.
- Collaborated with legal department officials on bankruptcy cases for management of proceedings and post-petition payments.
- Located and monitored overdue accounts using billing system to begin collections process.
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
- Received payment and posted to appropriate customer accounts.
- Negotiated rates with customers and entered payments into accounting system.
- Arranged for debt repayment and established repayment schedule based on customer finances.
- Reviewed accounts to determine payment plan compliance.
Legal Acct Specialist
Portfolio Recovery Associates
02.2018 - 03.2019
- Observed strict privacy laws to prevent information breaches and protect client data.
- Prioritized accounts based on total amount owed and credit bureau reports.
- Overcame objections by applying advanced training and persuasion techniques.
- Gathered required information from customers for settlement reviews to help negotiate down debt with creditors.
- Remained calm, stayed professional and provided exceptional service on all calls, even when interacting with hypocritical individuals.
- Reviewed accounts to determine payment plan compliance.
- Processed payments over phone and set up recurring drafts.
- Collected 32,000 in aged credit card debt within 6 month time frame.
Work From Home Agent
PNC Bank Call Center
09.2022 - Current
- Utilized time management strategies effectively while working remotely, balancing workload demands with personal responsibilities at home.
- Displayed excellent multitasking abilities, managing simultaneous tasks while maintaining a high level of accuracy and attention to detail.
- Navigated computer systems efficiently to access information quickly, providing accurate responses during customer interactions.
- Resolved customer inquiries and complaints from multiple channels with moderate supervision.
- Managed high volume of incoming calls for efficient problem-solving and timely support, ensuring positive client experiences.
- Established rapport with customers through active listening skills, empathy, and understanding of their needs or concerns.
- Adhered to company guidelines for quality assurance purposes, ensuring professionalism throughout all communications with clients.
Work From Customer Care Associate
Floor & Decor
05.2022 - 09.2022
- Documented caller information in salesforce delivery system to initiate standard responses based on particular needs.
- Fielded inquiries via email, chat and text to offer immediate assistance with customers' needs.
- Assisted inbound callers with payment information and support by skillfully operating multiple administrative systems.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Maintained good call control to quickly uncover questions and keep call times low.
- Coordinated timely solutions to guests' issues by coordinating proactively with operations team.
- Participated in ongoing professional development initiatives to stay informed on industry trends and best practices for customer service delivery.
- Contributed to positive company reviews by delivering exceptional support experiences to clients.
Warehouse Associate
Amazon
03.2020 - 04.2022
- Utilized pallet jacks to move items to and from different warehouse locations.
- Moved boxes, containers and pallets with special-purpose equipment to meet demanding production targets.
- Received deliveries, scanned packages and updated orders in internal database to enable efficient order processing and fulfillment.
- Examined incoming and outgoing shipments, rejected damaged items and appropriately recorded any discrepancies.
- Unloaded incoming products off trucks, sorted items in staging area and transported items to final storage locations.
- Assisted coworkers with special projects to learn new tasks while gaining additional responsibilities.
Internet Sales Consultant
AutoNation Chrysler Dodge Jeep Ram
01.2021 - 02.2022
- Prospected and developed existing leads through telephone, e-mail and postal mail to generate new customer opportunities.
- Managed internet e-mail leads, calls and text messages and remained available to respond to inquiries professionally.
- Built strong rapport with customers and maintained meaningful contact after sale to encourage future business.
Receptionist Administrator
AutoNation CDJR
12.2018 - 01.2021
- Communicated with vendors to place and receive orders, request maintenance services and deliver instruction on behalf of office management.
- Organized and updated meeting schedules and monthly calendar obligations for various levels of management and staff.
- Screened and verified visitors for identification credentials and purpose of visit to maintain security of personnel and office environment.
- Directed clients to appropriate personnel to address concerns, resolve complaints or answer account-related questions.
- Oversaw office inventory by restocking supplies and submitting purchase orders.
- Prepared packages for shipment by generating invoices and setting up courier deliveries.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled complaints and questions, and re-directed calls to other team members.
- Expedited daily office tasks such as mail distribution, document scanning, photocopying, and data entry to ensure smooth workflow.
- Maintained a clean, organized, and welcoming reception area with updated reading materials for visitors while monitoring security by verifying visitor credentials and issuing visitor badges.
- Contributed to a positive work environment through excellent interpersonal skills and genuine care for colleagues'' needs or concerns.
- Boosted company image by providing friendly, professional, and timely assistance to all visitors, clients, and vendors.
Bartender
various places
05.2007 - 03.2020
- Balanced daily registers and generated sales reports to support financial and administrative objectives.
- Kept close track of bar tabs and transferred open tabs to dining area seamlessly, smoothing process for wait staff.
- Made product recommendations to customers based on preference, food pairings and special promotions.
Assistant Store Manager
Journeys Shoes
09.2015 - 01.2018
- Assisted in overall day-to-day operations of store, including continuous development of effective store associates to achieve desired sales and results.
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
- Set schedules and delegated assignments based on team strengths to optimize floor coverage and service levels.
- Recruited and hired individuals demonstrating passion, dedication and added value to team.
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
- Coached and developed store associates through formal and informal interactions.
- Provided mentorship for employees to generate sales, promote effective upselling and cross-sell to improve retail productivity.
Customer Service Associate
Walmart
10.2015 - 11.2016
- Educated customers on special pricing opportunities and company offerings.
- Supported company and clients, including addressing inquiries, resolving issues and managing customer relations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Set up and activated customer accounts to maintain QA satisfaction levels.
Education
Associate of Science - Medical Assisting
Everest College
Dallas, TxAssociate of Science - Medical Assisting
Penn Foster Career School
Scranton, PA05.2023
High School Diploma -
Skyline Highschool
Dallas, Tx05.2002
Skills
- Friendly, positive attitude
- Team management
- Team building
- Training & Development
- Customer service
- Microsoft Office
- First Aid/CPR
- Organization
- Call center background
- Scripted conversations
- Collections best practices
- Payment acceptance
- Payment management
- Billing dispute resolution
- Credit and collections
- 30 wpm
- Valid GA driver's license
- Appointment Scheduling
- Phlebotomy
- Phone Etiquette
- File Maintenance
- Calm and Professional Under Pressure
- Remote Office Availability
- Teamwork and Collaboration
- Medical terminology knowledge
- Call Center Operations
- Sales expertise
Timeline
Work From Home Agent
PNC Bank Call Center
09.2022 - Current
Work From Customer Care Associate
Floor & Decor
05.2022 - 09.2022
Internet Sales Consultant
AutoNation Chrysler Dodge Jeep Ram
01.2021 - 02.2022
Warehouse Associate
Amazon
03.2020 - 04.2022
Receptionist Administrator
AutoNation CDJR
12.2018 - 01.2021
Core Acct Specialist
Portfolio Recovery Associates
02.2018 - 03.2019
Legal Acct Specialist
Portfolio Recovery Associates
02.2018 - 03.2019
Customer Service Associate
Walmart
10.2015 - 11.2016
Assistant Store Manager
Journeys Shoes
09.2015 - 01.2018
Bartender
various places
05.2007 - 03.2020
Associate of Science - Medical Assisting
Everest College
Associate of Science - Medical Assisting
Penn Foster Career School
High School Diploma -
Skyline Highschool