Summary
Overview
Work History
Education
Skills
Certification
Personal Information
References
Timeline
Generic

Jennifer Larsen

Albion

Summary

Dynamic customer service professional with experience working from home at Foundever, excelling in problem-solving and relationship building. Adept at utilizing advanced data entry skills and effective communication to enhance customer satisfaction. Recognized for increasing customer satisfaction ratings through attentive service and creative solutions in high-pressure situations.

Overview

20
20
years of professional experience
1
1
Certification

Work History

CSR-WFH

Foundever
Albion
03.2025 - Current
  • Presented existing and prospective customers with valuable service or product information to aid in decision-making.
  • Resolved customer complaints by identifying problems, researching solutions, and providing corrective action plans.
  • Processed orders accurately according to established guidelines and timelines.
  • Utilized computer systems to access accounts for research purposes.
  • Answered incoming calls in a timely manner and provided accurate information on products and services.
  • Participated in weekly team meetings to discuss progress towards goals set by management team.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Maintained high levels of professionalism when interacting with customers both verbally and written.
  • Troubleshot technical issues related to products or services.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Assisted customers with product selection based on individual needs.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Adhered to company policies and procedures while assisting customers with their needs.
  • Promoted available products and services to customers during service, account management and order calls.
  • Maintained records of customer interactions, transactions, comments and complaints.
  • Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
  • Identified needs of customers promptly and efficiently.
  • Completed day-to-day duties accurately and efficiently.

Matron

DeKalb County Government
Auburn
06.2015 - 04.2024
  • Serves as Director in his/her absence
  • Supervises assigned staff, including periodically analyzing workload, planning, delegating, and controlling work assignments, keeping supervisor and assigned staff informed of organizational developments, and maintaining discipline and recommending corrective action
  • Answers telephone, providing information and assistance, responding to inquiries, and/or directing callers to appropriate individual or department
  • Performs a walkthrough throughout Sunny Meadows, checking on residents and employees
  • Serves as liaison for residents and doctors, including making appointments, keeping up with residents' medical conditions, weight, and blood pressure, and following up with doctor
  • Faxes medication orders to the pharmacy
  • Updates medication lists, as needed
  • Receives and disburses medications
  • Transports residents to/from appointments
  • Performs related duties as assigned

Closer/Asst Document Drawer

American Brokers Conduit
Folsom
05.2005 - 08.2006
  • Company Overview: American Home Mortgage
  • Review files for accuracy and completeness prior to system input
  • Review rate locks and points objectives, lock-in if necessary and ensures that overage/shortage is properly approved
  • Communicate with an escrow/settlement agent about vesting and estimated closing fees, as well as obtain an estimated HUD-1
  • Ensure that all conditions are met prior to document preparation
  • Ensure that all funding conditions are communicated verbally and via closing instructions to the escrow agent (if applicable)
  • Ensure the receipt of all necessary insurance certificates (MI, flood, hazard)
  • Obtain a closing protection letter for all settlement agents and ensure that the issuer has acceptable ratings
  • Prepare and review closing documents and forward to closing/settlement agents with detailed instructions
  • Review files received from settlement agents to ensure that the loan is closed with proper signatures and in compliance with the firm's instructions
  • Copy the necessary documents for office files
  • Stack files in appropriate order and give to shipper on the day of recording
  • Handle complex files
  • American Home Mortgage

Education

GED -

Impact Institute
Albion, IN
12-2024

Skills

  • 10 Key Data Entry
  • Work from home Experience
  • Attention to detail
  • Communication skills
  • Receiving support
  • Relationship building
  • Multitasking
  • Professional demeanor
  • Verbal and written communication
  • Call center procedures
  • High-energy attitude
  • Call documentation
  • Creative problem solving
  • De-escalation techniques
  • Typing
  • Microsoft Outlook
  • Microsoft Word
  • Excel
  • Customer service
  • Data entry
  • Microsoft Office
  • Problem solving

Certification

Certified Notary Public, 08/01/23, 08/31/31

Personal Information

Authorized To Work: US

References

References available upon request.

Timeline

CSR-WFH

Foundever
03.2025 - Current

Matron

DeKalb County Government
06.2015 - 04.2024

Closer/Asst Document Drawer

American Brokers Conduit
05.2005 - 08.2006

GED -

Impact Institute

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Jennifer Larsen