1. Jenifer Anderson
Bay City, MI 48706
jenifer.cantrell@hotmail.com - 9897808274
Customer Service Representative for 7 years, attending Davenport University for Medical Assisting, and
interested in all aspects of customer service and patient care.
Authorized to work in the US for any employer
WORK EXPERIENCE
Customer Service Representative
Consumers Energy - Saginaw, MI - October 2008 to October 2015
Responsibilities
Conferred with customers by telephone or in person in order to provide information about products and
services, to take orders or cancel accounts, or to obtain details of complaints, Kept records of customer
interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions
taken, Resolved customers' service or billing complaints by performing activities such as exchanging
merchandise, refunding money, and adjusting bills, Checked to ensure that appropriate changes were made
to resolve customers' problems, Contacted customers in order to respond to inquiries or to notify them of
claim investigation results and any planned adjustments, and Referred unresolved customer grievances to
designated departments for further investigation.
Accomplishments
Autonomous, Gas Emergency Certified, Mentor-trained new hires, highest level trained Customer Service
Rep (Level III), Maintained highest-achieved sales goal levels set each year of employment, and Supervising
Assistant.
Skills Used
Computer usage, telephone etiquette, defusing customer complaints in a positive manner, Microsoft Office,
Microsoft Excel, Microsoft PowerPoint, SAP program, Lotus Notes, and use of multi-line phone system.
Alarm Monitor/Central Station Supervisor
Stanley Alarm - Bay City, MI - June 2001 to October 2008
Responsibilities
Reviewed, anticipated and prepared for each job based on work order details, performed signal verification
with installation technicians, system testing and troubleshooting with technicians and customers, assisted
customers with downloads and device configuration as needed, educated and trained customers on system
operation and functionality, trained new employees and supervised day-to-day activities, maintained shift
schedules and coverage monthly, and on-call for coverage as needed.
Skills Used
Computer usage, use of multi-line phones, DICE computer system, scheduled employees by calendar
manually, customer service, diffused irate customer situations and supervisory escalation phone calls, and
handled time off requests adequately.
Lead Coordinator
American Amusement Inc. - Bay City, MI - February 2004 to February 2006

2. Responsibilities
Scheduled pool and dart leagues bi-yearly, data entry, and use of multi-line phone systems, customer service,
and retail management of showroom.
Skills Used
Use of multi-line phone system, Microsoft Office Suite, and customer service skills.
Cashier/Customer Service
K Mart - Essexville, MI - September 1996 to June 2001
Responsibilities
Used a specific cash register at the start of shift, assigned a cash drawer, and was responsible for ensuring
that the proper amount of money is in the drawer at the end of shift, rang up a customer's purchase, made
adjustments for any coupons or discounts that they presented, accepted the customer's payment, which
may have been in the form of cash, checks, credit, debit or gift cards, Once the transaction was complete,
provided the customer with a receipt and any change that was due, processed returns and exchanges, was
responsible for wrapping or bagging purchases, restocked shelves and issued money orders, provided service
to customers who had questions or required additional assistance.
Skills Used
Use of cash register, counted money and balanced cash drawer, use of multi-line phone system, customer
service skills, and counted stock as needed.
EDUCATION
Associate in Medical Assisting
Davenport University - Midland, MI
2015 to 2018
Associates in Liberal Arts
Delta College - University Center, MI
1996 to 2001
Diploma in College Prep
Bay City Central High School - Bay City, MI
1992 to 1996
SKILLS
Microsoft Office (10+ years), Customer Service (10+ years), Call Center Experience (7 years), Microsoft
Excel (10+ years), Microsoft PowerPoint (10+ years), Phone Etiquette (10+ years), Cash Handling (5 years),
Supervisory Experience (7 years), Microsoft Word (10+ years)
AWARDS
Highest Achieved Sales Goals Award
April 2010
Met and accomplished more sales goals in the last 12 months than all other in my department.

3. CERTIFICATIONS
Gas Emergency Trained
October 2008 to October 2015
Ability to handle life-threatening emergencies when calls came in.
Mentor Training Certification
December 2008 to October 2015
Able to train new hires for Customer Service Representatives and answer any questions they may have to
adequately complete their tasks.