Jennifer Stevens
Frankfort
Summary
Dynamic Account Specialist with TTEC, recognized for enhancing client satisfaction through effective billing resolutions and exceptional communication. Proven ability to manage multiple accounts while fostering strong relationships. Skilled in CRM software and account administration, consistently delivering tailored solutions that drive customer loyalty and improve service quality.
Overview
8
8
years of professional experience
Work History
Account Specialist
TTEC
10.2023 - 02.2025
- Achieved high levels of client satisfaction through timely resolution of billing disputes or other account-related concerns.
- Enhanced client satisfaction by promptly resolving account issues and providing exceptional customer service.
- Completed routine and complex account updates to resolve problems.
- Managed multiple accounts simultaneously, demonstrating exceptional organizational skills and attention to detail.
- Resolved complex billing and payment issues for balanced, accurate accounts.
Escalation Specialist
TTEC
10.2023 - 02.2025
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
- Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
- Improved customer satisfaction ratings by providing prompt, empathetic support to clients facing issues.
Customer Service Representative
Fanueil
11.2020 - 10.2023
- 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.
- Responded to customer requests for products, services, and company information.
Assistant Manager
Ross Dress for Less
11.2016 - 09.2020
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
Education
General - High School
Paul Laurence Dunbar
Lexington, KY05.2006
Skills
- Account administration
- Customer relationship development
- Document management
- Microsoft office proficiency
- Billing resolutions
- Account updating
- Client engagement
- CRM software
- Billing issue resolution
- Excellent communication
- Account servicing
Timeline
Account Specialist
TTEC
10.2023 - 02.2025
Escalation Specialist
TTEC
10.2023 - 02.2025
Customer Service Representative
Fanueil
11.2020 - 10.2023
Assistant Manager
Ross Dress for Less
11.2016 - 09.2020
General - High School
Paul Laurence Dunbar
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