KATHY JENKINS
Arlington,Tx
Summary
More than 16 years' of expertise in customer service with substantial strength in analytical thinking, problem-solving, researching, account maintenance and trouble-shooting. Proactively pays attention to detail to prevent future problems, strong ethical beliefs which supports getting things done right the first time, meet deadlines by prioritizing responsibilities, works with little to no supervision, assists teammates in all areas of opportunities, self-motivated and anticipates needs in effort to build a lasting rapport with all external and internal customers.
Overview
19
19
years of professional experience
Work History
Roadside Assistant Specialist
Self-Employed
08.2019 - Current
- Delivers excellent customer service, resulting in consistent 98% customer satisfaction rating
- Collaborates with, insurance policy services, OEM dealerships, and management teams to determine warranty and roadside coverage
- Compiles data and ensures accuracy prior to input
- Read system maps and caller information, and documented all details in system
- Maintains excellent quality scores, consistently exceeding expectations
- Enhances productivity by guaranteeing timely emergency response with no service delivery issues
Research Specialist-Customer Serv Rep
ADT Security
10.2005 - 03.2013
- Received customer commendations for going above and beyond to resolve customer issues
- Known for finding current system issues as well as preventing future issues to drastically reduce customer call backs
- Highly believes that one call resolution is a must to create customers for life
- Synopsis of Achievements Often chosen for beta test projects to get systems running for production
- Participated in round table projects to improve departmental processes in billing
- Chosen on numerous occasions to assist with training new-hires
- Chosen to do side-by-side phone observations with J.D Powers & Assoc
- Worked in MasterMind, Panagon, Access, DOS & Window based systems updating account addresses, emergency contacts, monitoring sequences, branch location information and telephone numbers
- Researched billing to correct discrepancies by applying credit and debits as necessary
- Assisted the collections department with processing write-off accounts and providing assistance to collections reps on understanding complex billing issues
- Acted as a liaison between customer service reps and branch locations regarding service call billing discrepancies and service call scheduling issues
- Corresponded with customers through physical and electronic mail
- Answered inbound calls in a fast paced environment
- Troubleshot security systems to ensure effectiveness in case of an emergency
- Processed payments and provided billing information
Education
Associate of Applied Science - Accounting And Business Management
Mountain View College
Dallas, TX05.2019
Skills
- MasterMind, Panagon Systems
- Billing
- Data Entry
- Customer service
- DOS
- Fast-paced environments
- Microsoft Office Products
- Multi-phone lines
- Processes
- Quality
- Scheduling
- Inbound Call-taking
- Phone
- Data Entry
Timeline
Roadside Assistant Specialist
Self-Employed
08.2019 - Current
Research Specialist-Customer Serv Rep
ADT Security
10.2005 - 03.2013
Associate of Applied Science - Accounting And Business Management
Mountain View College
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