Summary
Overview
Work History
Education
Timeline
Skills
Intern
Jennifer Koivu

Jennifer Koivu

Customer Service Guru
Scottsdale,AZ

Summary

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

9
9
years of professional experience

Work History

Customer Care Agent for Hyundai Motor of America

IntouchCX, LLC
Mesa, Az
02.2021 - 10.2024
  • Knowledgeable in company products, policies and procedures
  • Handled general questions from warranty inquires, recall related repairs and/or consumer complaints
  • Built customer trust, rapport and overcame objections; Kept accurate record of every customer interaction
  • Monitored metrics and developed actionable insights to improve efficiency and performance on a weekly basis

Technical Support for Netflix

IntouchCX, LLC
Mesa, Az
11.2019 - 02.2021
  • Handled customers account issues and billing concerns
  • Identified customers streaming issues and explained solutions to restore service and functionality
  • Demonstrated respect, friendliness and willingness to help wherever needed
  • Adaptable and proficient in learning new concepts quickly and efficiently

Reservation Agent

Aramark Parks & Destinations
01.2016 - 11.2019
  • Responsible for inbound inquiries, cancellations and modifying reservations for lodging, tours and activities
  • Demonstrated respect, friendliness and willingness to help wherever needed
  • Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts
  • Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs

Education

Bachelor of Science - Recreation, Parks & Leisure Service Administration

Central Michigan University
Mount Pleasant, MI

Timeline

Customer Care Agent for Hyundai Motor of America

IntouchCX, LLC
02.2021 - 10.2024

Technical Support for Netflix

IntouchCX, LLC
11.2019 - 02.2021

Reservation Agent

Aramark Parks & Destinations
01.2016 - 11.2019

Bachelor of Science - Recreation, Parks & Leisure Service Administration

Central Michigan University

Skills

  • Empathetic
  • Active listening
  • Patience
  • Adaptability and flexibility
  • Team player
  • Professionalism
  • Desire to learn
  • Willingness to go above and beyond
  • Product knowledge
  • Quick learner

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Jennifer KoivuCustomer Service Guru