Margaret Jetton
411 Summit Street
Summary
Dynamic Customer Service Manager with a proven track record at Quality Health Care for Less, excelling in complaint resolution and team leadership. Skilled in training and mentoring, I enhance customer satisfaction through effective problem-solving and relationship building, ensuring high service standards and fostering loyalty. Proficient in CRM systems and conflict resolution techniques.
Overview
24
24
years of professional experience
Work History
Customer Service Manager
Quality Health Care for Less
10.2022 - 03.2025
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Customer Care Representative
Synchrony
11.2013 - 06.2017
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Navigated multiple computer systems and applications to find information.
Mortgage Underwriter
Bank of America
06.2010 - 10.2012
- Approved or denied loans based on established criteria and underwriting guidelines.
- Identified possible fraud risks through meticulous evaluation of application materials, protecting both lenders and homebuyers from potential losses.
- Analyzed and verified applicant income, assets and credit history to support compliance with underwriting guidelines.
- Determined credit risks by reviewing files in advance and comparing data against internal checklists and guidelines.
- Worked with processing team members to communicate errors and obtain missing information for current applications.
- Increased customer satisfaction by providing timely feedback on application status and addressing potential issues promptly.
- Supported the loan origination team by providing expert knowledge and guidance on complex underwriting scenarios, enabling well-informed decisions in challenging cases.
Customer Service Representative
Wells Fargo & Company
02.2001 - 12.2009
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
Education
Business
Central Piedmont Community College
Charlotte, NCGeneral Studies
North Mecklenburg High School
Huntersville, NC06-1987
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
- Customer relations
- Time management
- Training and mentoring
- Decision-making
- Excellent time management skills
- Cash handling
- Adherence to high customer service standards
- Exceptional interpersonal communication
- Complaint resolution
- Team building and leadership
- Effective workflow management
- Customer relationship management (CRM)
- Conflict resolution techniques
- Relationship building
- Exceptional telephone etiquette
- Quality assurance
- Handling escalations
- Issue resolution
- Call center management
Timeline
Customer Service Manager
Quality Health Care for Less
10.2022 - 03.2025
Customer Care Representative
Synchrony
11.2013 - 06.2017
Mortgage Underwriter
Bank of America
06.2010 - 10.2012
Customer Service Representative
Wells Fargo & Company
02.2001 - 12.2009
Business
Central Piedmont Community College
General Studies
North Mecklenburg High School
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