JENNIFER LITTLER
Fountain
Summary
Dynamic service advocate with a strong focus on enhancing customer satisfaction and service quality. Proven ability to resolve complex issues through effective feedback analysis and implementation of improvements. Expertise in training and motivating teams to achieve high standards of customer care and operational excellence.
Overview
10
10
years of professional experience
Work History
Sr Service Advocate
Aetna
10.2021 - Current
- Anticipated customer needs and delivered outstanding support, significantly enhancing service levels.
- Resolved complex customer issues by researching information across multiple sources, ensuring timely solutions.
- Handled escalated customer concerns in a professional manner to ensure satisfaction was achieved.
- Collaborated with internal teams to refine customer service protocols, improving overall service quality.
- Analyzed customer feedback to identify trends and recommend improvements in services.
- Developed and maintained positive relationships with customers through timely responses and follow-up calls.
- Tracked progress of open cases to ensure timely resolution of customer queries.
- Managed member accounts, updating information and maintaining accurate records.
- Trained new staff on best practices in member service and support processes.
Manager in Training (MIT)
Sam’s Club
04.2016 - 10.2021
- Coordinated team schedules to optimize staffing during peak hours, ensuring customer needs were met.
- Developed strategies to motivate staff members in order to increase productivity levels.
- Trained new associates on operational procedures and company policies to enhance their onboarding experience.
- Monitored inventory levels and restocked merchandise on the sales floor to maintain product availability.
- Enforced safety standards to maintain a secure shopping environment for customers.
Skills
- Customer Service
- Troubleshooting
- Problem solving
- Task Management
- Time Management
- Employee Development
- Conflict resolution
- Effective communication
- Attention to Detail
- Team management
- Strong leadership
- De-escalation techniques
- Inbound call answering
Community Service
Volunteered with the VFW to support and advocate for veterans in the local community. Served as a regular liaison between peers and leadership. Effectively communicated expectations and best practices to less experienced peers and created presentations and workflow documentation to support knowledge sharing.
Linkedin Profile
www.linkedin.com/in/jennifer-littler-52488486
Timeline
Sr Service Advocate
Aetna
10.2021 - Current
Manager in Training (MIT)
Sam’s Club
04.2016 - 10.2021