Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Jenny Hawthorne

Piedmont,AL

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.

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Overview

18
18
years of professional experience

Work History

Customer Service Representative

CVG-Alabama
Piedmont, AL
09.2012 - 05.2017
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Recommended products to customers, thoroughly explaining details.
  • Assisted customers with special order requests, and arranging merchandise pick-up.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Responded to customer requests for products, services and company information.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Customer Service Specialist

Cingular Wireless, AT&T
Cedartown, GA
01.2001 - 09.2008
  • Handled over 100 plus calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Applied basic sales strategy to engage customers and present solutions to suit individual needs.
  • Devised innovative strategies to improve customer satisfaction scores and meet company goals.
  • Described product highlights and benefits to help guide purchasing decisions.

Assistant Customer Service Manager

Walmart
Jacksonville, AL
02.1995 - 03.2001
  • Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Reviewed submitted documents to check compliance and enforce recordkeeping policies.

Education

General Studies

Jacksonville State University
Jacksonville, AL

Skills

  • Multitasking and Prioritization
  • De-escalation Techniques
  • Understanding Customer Needs
  • Upbeat and Positive Personality
  • Data Entry and Maintenance
  • Issue and Complaint Resolution
  • Courteous with Strong Service Mindset

Timeline

Customer Service Representative

CVG-Alabama
09.2012 - 05.2017

Customer Service Specialist

Cingular Wireless, AT&T
01.2001 - 09.2008

Assistant Customer Service Manager

Walmart
02.1995 - 03.2001

General Studies

Jacksonville State University

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Jenny Hawthorne