Jenna Edmonson
Douglasville,GA
Summary
Professional with broad experience in customer service/support, well-prepared to drive results and enhance customer satisfaction. Known for strong communication skills, problem-solving abilities, and adaptability in fast-paced environments. Effective team player who consistently meets and exceeds expectations, ensuring smooth operations and positive client interactions. Proficient in conflict resolution, CRM systems, and building lasting customer relationships.
Overview
12
12
years of professional experience
Work History
Benefits Enrollment/Technical Support Specialist
Chime Solutions
06.2022 - 01.2025
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
- Documented support interactions for future reference.
- Walked individuals through basic troubleshooting tasks.
- Provided high-level technical support by resolving inquiries by phone, e-mail and web consistent with department and team service levels and goals.
- Resolved 25-40 technical support inquiries per day.
Customer Service Support Representative
TTEC
02.2016 - 06.2022
- Handled a high volume of customer emails, calls, addressing inquiries, providing product information, and troubleshooting issues
- Drafted clear and professional responses to customer emails, ensuring accuracy and compliance with company policies
- Resolved customer complaints and escalated unresolved issues to appropriate departments for further investigation
- Maintained detailed records of customer interactions and issue resolution in the CRM system
- Coordinated with cross-functional teams to resolve complex issues promptly, resulting in higher levels of customer satisfaction.
- Cultivated positive relationships with clients through empathetic communication and personalized assistance.
- Strengthened customer loyalty by consistently providing timely and accurate information on products and services.
Customer Service Representative
Conduent
09.2012 - 01.2016
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Education
Associate's - Business Management
Atlanta Technical College
Atlanta, GA06.2024
Skills
- Customer Engagement
- Customer Inquiry Handling
- Problem Resolution
- Written Communication
- Multitasking
- Attention to Detail
- Phone Etiquette
- Time Management
- Interpersonal
- CRM Software
- Microsoft Office Suite
- Verbal Communication
- Phone Support
- Remote support
- Technical troubleshooting
Timeline
Benefits Enrollment/Technical Support Specialist
Chime Solutions
06.2022 - 01.2025
Customer Service Support Representative
TTEC
02.2016 - 06.2022
Customer Service Representative
Conduent
09.2012 - 01.2016
Associate's - Business Management
Atlanta Technical College
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