Katherine Jennings
Bluefield,WV
Summary
Dedicated customer service representative skilled in conflict resolution and active listening. Proficient in CRM software, enhancing service delivery while managing high-volume calls.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
BC FORWARD For ACCENTURE
Remote
12.2025 - Current
- Addressed customer inquiries and implemented effective solutions to improve service quality.
- Executed order processing and ensured accuracy of customer records.
- Coordinated efforts with team members to streamline service delivery and address client needs effectively.
- Utilized CRM software to monitor engagement with clients and facilitate effective follow-up communications.
- Handled high-volume calls while maintaining professionalism and patience
- Adapted quickly to new systems and procedures for streamlined operations
Customer Service Representative
Alorica
Bluefield, WV / Remote
03.2025 - 11.2025
- Delivered general QuickBooks support, including technical guidance and troubleshooting.
- Developed expertise in processing payment calls to maintain confidentiality and security of financial information.
- Facilitated resolution of intricate account challenges to ensure accurate financial management.
- Navigated multiple systems to deliver high-quality customer service and maintain satisfaction levels.
- Utilized Salesforce and iBoss systems to efficiently address and resolve customer inquiries.
Office Manager
A1 Quality Tree Service
Johnson City, TN
07.2020 - 09.2024
- Coordinated office operations to ensure smooth workflow and efficient task completion.
- Managed scheduling and dispatching of tree service teams for optimized resource allocation.
- Developed and maintained filing systems to ensure organized documentation and easy access.
- Implemented inventory management processes to streamline procurement of supplies and equipment.
- Trained new administrative staff on office procedures and company policies for consistent performance.
- Enhanced customer service protocols, leading to improved client satisfaction and retention rates.
- Oversaw financial recordkeeping, ensuring accuracy in billing and expense tracking processes.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
Customer Service Representative
EchoStar
Bluefield, WV
09.2017 - 06.2019
- Assisted customers with inquiries and resolved issues efficiently
- Processed orders and maintained accurate customer records
- Collaborated with team members to enhance service delivery
- Utilized CRM software to track interactions and follow-ups
- Provided product information and guidance to improve customer satisfaction
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
GED -
Academy of Adult Learning
Bluefield, WVSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Payment processing
- Microsoft outlook
- Escalation management
- CRM software proficiency
Timeline
Customer Service Representative
BC FORWARD For ACCENTURE
12.2025 - Current
Customer Service Representative
Alorica
03.2025 - 11.2025
Office Manager
A1 Quality Tree Service
07.2020 - 09.2024
Customer Service Representative
EchoStar
09.2017 - 06.2019
GED -
Academy of Adult Learning