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
Albuquerque, NM
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
Albuquerque, NM
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
Albuquerque, NM
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