Summary
Overview
Work History
Accomplishments
Skills
Timeline
Education
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Jennifer Weiss

Jennifer Weiss

Albuquerque,NM

Summary

Experienced customer service professional with 20+ years of expertise dedicated to ensuring lasting customer satisfaction through top-tier service and support. Exceptional communication, active listening, and problem-solving skills. Committed to delivering customized solutions, fostering loyalty, and providing prompt, accurate support.

Overview

20
20
years of professional experience

Work History

Senior Customer Service Specialist

Verizon Wireless
04.2009 - 08.2023
  • Demonstrated exceptional skill in de-escalating challenging situations through empathetic communication, active listening, and effective problem-solving, achieving leading metrics.
  • Provided tier1 tech support for cell phones, troubleshooting both hardware and software issues.
  • Proficiently simplified and conveyed complex billing situations to customers, utilizing clear and concise language, enabling them to understand charges and billing processes effectively.
  • Developed a deep understanding of policies and procedures, leveraging this knowledge to make critical decisions and enhance work efficiency.
  • Maintained a high level of product knowledge to stay up-to-date with the latest technologies.
  • Collaborated seamlessly with retail stores experiencing POS system issues while simultaneously assisting customers, demonstrating exceptional multitasking abilities.
  • Delivered trainings and created training materials for team members, sharing expertise in business tools and policies.
  • Provided peer-to-peer support for newly hired employees, offering guidance in complex customer service scenarios to de-escalate situations effectively.


Customer Service Field Coordinator

KB Home
07.2004 - 11.2008
  • Directed and supervised diverse team of approximately 15 subcontractors daily, overseeing their performance and maintaining project timelines.
  • Conducted rigorous quality control inspections, upholding stringent standards and ensuring adherence to company guidelines.
  • Delivered comprehensive orientation presentations, guaranteeing that homes were meticulously prepared before final closing stages.
  • Acted as liaison, fostering strong relationships with subcontractors through productive meetings and constructive feedback, ultimately enhancing KB Homes' partnerships.
  • Developed and executed engaging training sessions and presentations, equipping employees with in-depth knowledge of department functionality and driving overall performance improvement.

Purchasing Manager

KB Home
04.2003 - 07.2004
  • Spearheaded establishment and management of all home upgrades for KB Home studio in NM.
  • Diligently analyzed gap analysis reports to identify key factors contributing to underperforming options and low sales frequency.
  • Proactively conducted comprehensive sales and market research, enabling development of effective strategies for introducing profitable new products and phasing out under performers.
  • Cultivated and maintained strong relationships with trade partners, successfully incorporating hundreds of new options into innovative product line of semi-custom tract housing.

Accomplishments

  • Distinguished member of the Customer Service Escalations Team, specializing in handling complex customer issues, achieving a 20% reduction in escalated cases through effective resolution strategies.
  • Attended an invite only Albuquerque Women's Leadership Conference for Verizon Professionals.
  • Consistently honored as a top-performer, earning membership in the Director's Club for multiple consecutive quarters, reflecting sustained excellence in customer service.
  • Appointed as a Service/Value Ambassador, championing the company's commitment in service delivery and promoting a culture of value-driven customer interactions.

Skills

    Customer Service

    Time Management

    Customer Support

    Technical Support

    Communication

    Customized Solution

    Peer to Peer Support

    Scheduling

    Quality Control Inspection

    Sales & Market Research

Timeline

Senior Customer Service Specialist

Verizon Wireless
04.2009 - 08.2023

Customer Service Field Coordinator

KB Home
07.2004 - 11.2008

Purchasing Manager

KB Home
04.2003 - 07.2004

BBA - Business Administration And Management (BBA)

Strayer University

Education

BBA - Business Administration And Management (BBA)

Strayer University
Washington, DC

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Jennifer Weiss