Jennifer Sims
Mantachie
Summary
Dynamic Customer Experience Coordinator at Waste Management with a proven track record in enhancing customer satisfaction through effective problem resolution and strong communication skills. Adept at managing multiple tasks while maintaining a calm demeanor in challenging environments, I excel in technical writing and feedback analysis to drive service improvements.
Overview
18
18
years of professional experience
Work History
Customer Experience Coordinator
Waste Management
11.2007 - Current
- Strategically understands article and job aide types that require timely checks while obtaining current information need for updates.
- Promptly responded to inquiries and requests from agents.
- Delivered prompt service to prioritize customer and agent needs.
- Managed communication channels between customers and operations team, facilitating timely issue resolution.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Frequently checks archiving needs based on standardization updates and releases.
- Reviews and assess outdated and historical content to ensure it remains relevant to current company standards.
- Technical/Instructional writing and visual design for content development offering audiences the ability to understand and digest information for work efficiency.
- Monitors Salesforce Feedback queue daily responding to inquiries, comments, or updates within 24 business hours.
- Build relations with channel partners maintaining a high level of communication to proactively obtain information and/or changes needed by areas.
Digital Care Customer Service Representative
Waste Management
11.2013 - 02.2020
- Resolved customer inquiries through multiple communication channels, ensuring timely and effective responses.
- Assisted in processing service requests regarding new service, container swaps/exchanges, billing issues, & etc
- Identified and resolved discrepancies and errors in customer accounts.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promptly responded to inquiries and requests from prospective customers.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Provided excellent customer care by responding to requests, assisting with service selection and handling ordering functions.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of our service we provide and changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Participated in training programs to enhance my knowledge and customer service skills.
Education
No Degree - Dental Hygiene
Northeast Mississippi Community College
BoonevilleHigh School Diploma -
Mantachie High School
Mantachie, MS05-2001
Skills
- Effective patience
- Feedback analysis
- Proficient in managing multiple tasks
- Effective multitasking
- Dependable performance
- Demonstrates calmness in challenging environments
- Execution of opening and closing protocols
- Effective team collaboration
- Customer engagement
- Effective problem resolution
- Organizational time strategies
- Adherence to procedures
- Effective written communication
Languages
English
Timeline
Digital Care Customer Service Representative
Waste Management
11.2013 - 02.2020
Customer Experience Coordinator
Waste Management
11.2007 - Current
No Degree - Dental Hygiene
Northeast Mississippi Community College
High School Diploma -
Mantachie High School
Similar Profiles
Angelica PalaciosAngelica Palacios
Dispatch Support at Waste ManagementDispatch Support at Waste Management
Tajuana FieldsTajuana Fields
Billing Clerk I at Waste ManagementBilling Clerk I at Waste Management
Termond SmileyTermond Smiley
Machine Operator at Waste ManagementMachine Operator at Waste Management
Amy MurilloAmy Murillo
Key Holder at Dollar GeneralKey Holder at Dollar General
Morgan johnsonMorgan johnson
Factory Worker at NAFactory Worker at NA