Jessica Hunter
Charlotte,NC
Summary
Adept at transforming customer service standards, I leveraged my expertise in call center management and creative problem-solving at Prudential and Retirement Clearinghouse to enhance team performance and customer satisfaction. My leadership significantly improved service delivery, evidenced by a notable increase in quality metrics, showcasing my ability to mentor and manage remote teams effectively.
Overview
12
12
years of professional experience
Work History
Customer Service Manager
Retirement Clearinghouse LLC.
Charlotte, NC
06.2022 - Current
- Hiring and terminating Customer Service Reps
- Assisting Trainer with training all new hires
- Provide quality, average handle time, and stats on a weekly, biweekly, or monthly basis
- Complete 90 day and 1-year reviews for all Customer Service Reps
- Create schedules for business needs
- Create processes to assist all Customer Service reps to perform at their best
- Assist with tech issues they may have at home
- Meeting with VP and SVP monthly about progress of CSRs
Annuity Specialist
Pacific Life Retirement Solutions Division
Remote
04.2021 - 06.2022
- Confer with customers by telephone to provide information about products or services, cancel accounts, or obtain details of complaints
- Check to ensure that appropriate changes were made to resolve customers' problems
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers
- Answered customer telephone calls promptly to avoid on-hold wait times
- Evaluated account and service histories to identify trends, using data to mitigate future issues
- Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Responded to customer requests for products, services and company information
Customer Service Representative
Prudential
Horsham, PA
11.2015 - 04.2021
- Confer with customers by telephone to provide information about products or services, cancel accounts, or obtain details of complaints
- Check to ensure that appropriate changes were made to resolve customers' problems
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers
- Answered customer telephone calls promptly to avoid on-hold wait times
- Evaluated account and service histories to identify trends, using data to mitigate future issues
- Maintained customer happiness with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Responded to customer requests for products, services and company information
Senior Customer Service Associate
Prudential
Horsham, PA
09.2015 - 04.2021
- Stretch STS for new hires
- Assist with return referrals
- Review quality scores
- Write trend reports weekly for CSRs
- Help CSRs meet their goals for Quality and AHT
- Provide additional trainings as needed
- Sit in on coaching sessions/listening to calls being pulled
- Escalated issues to proper supervisors when standard processes were not effective
- Greeted customers and listened closely to problems described to determine solutions
- Coached new telephone agents on service techniques and provided scoring through quality assurance program
- Resolved customer service issues using company processes and policies and provided updates to customers
- Stepped up to assist customer service manager with complaints and issues during times when department was short-staffed
- Escalated calls and case handling
- Creating refresher trainings for call center
Customer Service Representative
Optum 360 United Healthcare
Horsham, PA
02.2014 - 11.2015
- Company Overview: Optum360
- Confer with customers by telephone to provide information about products or services, take or enter orders, cancel account, or obtain details of complaints
- Check to ensure that appropriate changes were made to resolve customers' problems
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments
- New hire mentoring
- Optum360
Customer Service Representative
PeopleShare
Horsham, PA
07.2013 - 02.2014
- Confer with customers by telephone to provide information about products or services
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Refer unresolved customer grievances to designated departments for further investigation
- Determine charges for services requested, collect deposits or payments, or arrange for billing
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments
- Solicit sales of new or additional services or products
- Compiled customer feedback and recommended service delivery improvements to management
- Offered advice and assistance to customers, paying attention to special needs or wants
- Cultivated customer loyalty, promoted repeat customers and improved sales
- Educated customers on promotions to enhance sales
- Temp to Hire
Education
GED -
Norristown Area High Scool
Norristown04-2008
Skills
- Quick learner
- Creative problem-solving
- Route dispatch
- Report preparation
- Computer proficient
- Good listening skills
- Sale expertise
- Service standard compliance
- Order fulfillment
- Professional telephone demeanor
- Strategic sales knowledge
- Data entry
- Account management
- Complaint resolution
- MS Office proficiency
- Technical support
- Escalation handling
- Schedule management
- Problem-solving
- Policy enforcement
- Metric tracking
- Training and mentoring
- Management of remote employees
- Call monitoring
- MS office
- Training and coaching
- Team building
- Microsoft outlook, word, and Excel
- Call center operations
- Verbal and written communication
- One call resolution
- Talent development
- Decision-making
- Call center management
Timeline
Customer Service Manager
Retirement Clearinghouse LLC.
06.2022 - Current
Annuity Specialist
Pacific Life Retirement Solutions Division
04.2021 - 06.2022
Customer Service Representative
Prudential
11.2015 - 04.2021
Senior Customer Service Associate
Prudential
09.2015 - 04.2021
Customer Service Representative
Optum 360 United Healthcare
02.2014 - 11.2015
Customer Service Representative
PeopleShare
07.2013 - 02.2014
GED -
Norristown Area High Scool
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