Jennifer Ward
Oak Grove,KY.
Summary
Skilled Tech with experience configuring computers, servers and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics.
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
26
26
years of professional experience
6
6
years of post-secondary education
3
3
Certifications
Work History
Customer Service Specialist, Customer Service Rep
W.A.S.I
Oak Grove, KY
07.2022 - Current
- Inbound outbound calls Multiple systems used concurrently Zendesk and CSR
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
LNP Analyst
CBE Companies
10.2021 - 02.2022
- Discovered root causes of problems and identified appropriate solutions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Asset Protection Associate
Walmart
Oak Grove, KY
09.2020 - 10.2021
- Worked with loss prevention in monitoring shopper behavior.
- Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products.
- Provided friendly service and assistance to clients promote customer loyalty, satisfaction and sales.
Childcare Provider
Self-employeed
Oak Grove, KY
09.2017 - 07.2021
- Maintained effective schedule balance between rest periods, active play and instruction.
- Enforced rules and managed behavior through developmentally appropriate discipline.
- Applied positive behavior management techniques to enhance social interactions and emotional development.
- Maintained group discipline through positive reinforcement, behavior modeling and collaboration with parents.
Customer Service, Vice President
Rags To Stitches Etc., Inc.
Florence, MT
07.1994 - 08.2014
- Created and oversaw all manufacturing processes including production planning and timelines
- Designed proof sample to submit to client for approval.
- Implemented workplace policies to generate better efficiency within the business
- Responsible for operation of a six-head commercial embroidery machine, as well as lead technician for the commercial embroidery machine, computers, networks and peripherals
- Created and maintained multiple store websites as well as creating websites for other local businesses.
- Assessed manufacturing processes and recommended improvements to increase productivity.
- Managed continuous improvement initiatives to drive gains in quality, flow and output.
- Reviewed work for quality and compliance with company standards and design specifications.
- Tended to machines, troubleshot malfunctions and completed basic repairs to keep equipment fully functional and well-maintained.
- Identified malfunctions or failures by routinely monitoring and analyzing equipment operations.
Education
MicroSoft Certified Systems Engineer - Computer Systems Analysis
Computer Education Institute
Anaheim, CA 01.1999 - 01.2000
High School Diploma -
Rosary Academy
Fullerton, CA 08.1986 - 06.1990
Certificate - Adobe Photoshop
Dickinson School
Missoula, MT 10.2007 - 12.2008
Skills
Complaint resolution
Customer Relations
Technical Support
Creative problem solving
Administrative support
Staff education and training
Order fulfillment
Shipping procedures understanding
Retail materials management
Strategic sales knowledge
Help desk support
Desktop and laptop installations
Web Security
Email account set up
Peripheral repair
Network component installations
HTML
Website navigation
Accomplishments
Three time award winning embroidery designs at the Montana State Fair - 2004 First place, 2006 First place, and 2009 First place.
Additional Information
Community Volunteerism:
University of Montana - Stress Less Week: Delta Society Therapy Dogs 2009 to 2013
Ronald McDonald House - Delta Society Therapy Dog 2010-Present
Certification
M.C.S.E.
Timeline
Customer Service Specialist, Customer Service Rep
W.A.S.I
07.2022 - Current
LNP Analyst
CBE Companies
10.2021 - 02.2022
Asset Protection Associate
Walmart
09.2020 - 10.2021
Childcare Provider
Self-employeed
09.2017 - 07.2021
Adobe Photoshop
12-2008
Certificate - Adobe Photoshop
Dickinson School
10.2007 - 12.2008
M.C.S.E.
01-2000
MicroSoft Certified Systems Engineer - Computer Systems Analysis
Computer Education Institute
01.1999 - 01.2000
Ethos Design Software
05-1996
Customer Service, Vice President
Rags To Stitches Etc., Inc.
07.1994 - 08.2014
High School Diploma -
Rosary Academy
08.1986 - 06.1990