Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
AccountManager
JENNY NASH

JENNY NASH

Valdosta,GA

Summary

Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhance customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

13
13
years of professional experience

Work History

Account Supervisor

Centene
01.2022 - Current
  • Engaged in daily communication with clients to establish and maintain positive working relationships.
  • Performed customer needs assessments and coordinated resolutions with supply chain and quality teams.
  • As an account supervisor I was able to preform everything I did as a Customer service representative, but I could do more for the customer. We had more resources at hand to facilitate that extra and additional help members and clients need.

Customer Service Representative

Centene
08.2021 - 01.2022
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Educated customers on current promotions, upgrades or new offerings available under current plan.
  • Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Researched issues through identification of similar past problems and recommended most appropriate solution.
  • Performed various clerical duties by filing and faxing documents and creating customer databases.
  • Contributed to company achieving and holding industry-leading customer service ratings.
  • Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
  • Initiated termination of customer contract upon request.
  • Referred complex issues relating to online order system or technology to help desk for further evaluation.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded proactively and positively to rapid change.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction 100%.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Recommended products to customers, thoroughly explaining details.
  • Delivered prompt service to prioritize customer needs.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Investigated and resolved accounting, service and delivery concerns.
  • Cross-trained and provided back up for customer service managers.
  • Communicated professionally with colleagues, freelancers and clients.
  • Trained new personnel regarding company operations, policies and services.
  • Effective liaison between customers and internal departments.
  • Trained staff on operating procedures and company services.
  • Cross-trained and backed up other customer service managers.
  • Entered orders into Care Connects computer database system.
  • Assessed caller accounts to determine Medical and ancillary benefits, identify service needs and resolve issues.
  • Facilitated inter-departmental communication to effectively provide customer support.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Followed up with customers about resolved Issues and Completed bound calling to maintain high standards of customer service.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Recorded actions taken, issues resolved and Corrected information to effectively manage customer accounts.
  • Optimized customer support by establishing collaborative service environment.
  • Managed timely and effective replacement of damaged or missing products.
  • Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating.

Customer Service Representative

CDK Global
01.2020 - 07.2021
  • Answering a high volume of incoming customer phone calls, assisting incoming customer calls in setting up service appointments for their vehicles
  • Setting up appointments for customers with car dealerships from all across the country
  • Assisting customers with their needs by checking records for previous services and work completed on their vehicles
  • Using the scheduling system to schedule date, time, services and advisor they will have for the appointment
  • Sending customer email reminders and text message reminders for scheduled appointments
  • Rescheduling appointments for customers when necessary
  • Assisting customers with warranty questions and helping connect them to recommended dealers for any additional information
  • Working closely with my team leader to resolve any issues and to have continuous training in updated system changes.

Secretary/office manager

Josiah Christian School
06.2014 - 01.2020
  • Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information
  • Designed electronic file systems and maintained electronic and paper files
  • Maintained the front desk and reception area in a neat and organized fashion
  • Served as the central point of contact for all outside vendors needing to gain access to the building
  • Wrote reports and correspondence from dictation and handwritten notes.Maintained an up-to-date department organizational chart
  • Dispersed incoming mail to correct recipients throughout the office
  • Supplied key cards and building access to employees and visitors
  • Posted open positions on company and social media websites
  • Received and distributed faxes and mail in a timely manner
  • Received and screened a high volume of internal and external communications, including email and mail
  • Managed daily office operations and maintenance of equipment.

Teacher

Josiah Christian School
06.2010 - 07.2014
  • In numerous rooms, babies, 1 year olds, 2 year olds, and 3 year olds
  • Used lesson plans to teach and guide children in everyday learning
  • Kept current on all state standards and rules
  • Followed all center and state and quality rated guidelines
  • Interacted with parents on a daily basis, in person through phone calls and emails.Practiced all safety guidelines and standards.

Education

High School Diploma -

Lowndes High School
Valdosta, GA

Skills

  • Microsoft Office proficiency, meticulous attention to detail, results-oriented, Self-directed Professional and mature Strong problem solver Dedicated team player, Strong interpersonal skills, Understands grammar Meeting planning, Mail management ,
  • Creative Thinking
  • Active Listening
  • Motivational Leadership
  • Customer Relations
  • Customer Inquiries
  • Resource Utilization
  • Reading Comprehension
  • Train Employees
  • Serve Customer Needs
  • Improve Performance

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Many people today believe that cynicism requires courage. Actually, cynicism is the height of cowardice. It is innocence and open-heartedness that requires the true courage—however often we are hurt as a result of it.
Erica Jong

Timeline

Account Supervisor

Centene
01.2022 - Current

Customer Service Representative

Centene
08.2021 - 01.2022

Customer Service Representative

CDK Global
01.2020 - 07.2021

Secretary/office manager

Josiah Christian School
06.2014 - 01.2020

Teacher

Josiah Christian School
06.2010 - 07.2014

High School Diploma -

Lowndes High School
JENNY NASH