Hi, I’m
Jacinta Hughes
Austin,TX
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
10
years of professional experience
Work History
Podium Education
Enrollment Advisor
01.2023 - Current
Job overview
- Finalized and processed enrollment applications.
- Exceeded enrollment and retention goals consistently and recognized as top performer with 109.3% Conversion and 109.4% Effort rating.
- Created and followed call scripts and flows to maximize effectiveness.
- Communicated details about available classes, materials and services.
- Provided prospective or new students with information about educational and career planning, university resources and academic programs.
GoStudent Tutoring
Customer Success Manager
04.2022 - Current
Job overview
- Developed individual success plans for 100+ clients made up of parents, students, and individuals within rapid scale-up collaborating with European based customer success enablement
- Managed customer onboarding processes post-sales ensuring that their expectations and goals were met
- Perform ongoing analysis of individuals to anticipate any conflicts or opportunities for upsells to maintain Customer Satisfaction score of 100%
- Provide weekly training and onboarding for all new hires involving creating slide decks and continued support for all platforms (HubSpot, Google Suite, Slack, WhatsApp, GoStudent Apps etc.)
Cintas Fire Protection
Account Manager
06.2021 - 12.2021
Job overview
- Manage and maintain Fire Protection requests/records for 300+ Direct Supply sites across United States and provide support to 3 additional accounts
- Coordinate with Director of Operations and Upper Management Teams to ensure smooth rollout of new locations, manage ongoing fire protection projects, maintain overall 30% margin, and respond to all service calls within specific customer SLA's
- Liaise with local Cintas branches and outside vendors, create and develop strategic relationships, negotiated vendor costs
- Analyzed account details such as usage, sales data and client comments to enhance understanding of effectiveness and client needs
Cintas Fire Protection
Customer Service Coordinator
04.2019 - 06.2021
Job overview
- Coordinate 9 direct technicians and 15 others in core maintenance, sprinkler, and alarm fields in repairs and inspections to synchronize schedules for efficient service
- Manage billing, customer invoice inquiries, work orders, and inspection reports to ensure paperwork is submitted promptly
- Spearheaded training initiatives to keep all customer service team members operating consistently with strong call management abilities
- Conferred with sales team members to evaluate processes and improve integration of after-sales assistance
- Reviewed submitted documents to check compliance and enforce record-keeping policies
Ellie Mills Insurance Agency
Customer Service Representative
01.2019 - 05.2019
Job overview
- Provide multifaceted administrative support for high volume insurance agency by answering and directing phone calls to appropriate personnel, scheduling appointments for 3 account managers, and solving problems
- Surpassed minimum daily quota of 30 appointment calls and assisted in accurately maintaining 4000+ client files
- Developed community reputation through commitment to customer satisfaction and strong client relationships
AgSolutions Australia Pty Ltd
Customer Service Officer
11.2016 - 11.2017
Job overview
- Supported and advised customers in agricultural supplies company servicing farming in Gympie region, both enterprise, and individual farming, to improve production and increase business revenue
- Liaised with 5 field advisors, based throughout Queensland and New South Wales, regarding possible orders with new clients based out of town
- Coordinated efficient shipment of products between production at premises and due-date arrival at customers' locations
- Implemented brand-new work processes that effectively minimized order processing time from 4 hours to 28 minutes.
Delta Office Solutions
Customer Service Officer
01.2014 - 11.2016
Job overview
- Frontline customer service and support to office supplies company servicing 500+ various institutions and establishments in local business community to build and maintain key relationships within Mount Isa Region
- Responded with customers via E-mail, telephone, or other electronic messaging correspondence platforms to address questions or complaints regarding products, policies, and other services
- Created and maintained database of customer accounts and efficiently provided full training to all new staff members
- Delivered exceptional training and hands-on motivation to team members to enhance service delivery approaches and boost customer satisfaction
Education
James Nash State High SchoolGympie, QLD
High School Diploma
Skills
- Training and mentoring
- Client service optimization
- Team Building
- Salesforcecom
- Customer Retention
- Business Process Improvement
- Customer Relationship Management (CRM)
- Project Management
Timeline
Enrollment Advisor
Podium Education
01.2023 - Current
Customer Success Manager
GoStudent Tutoring
04.2022 - Current
Account Manager
Cintas Fire Protection
06.2021 - 12.2021
Customer Service Coordinator
Cintas Fire Protection
04.2019 - 06.2021
Customer Service Representative
Ellie Mills Insurance Agency
01.2019 - 05.2019
Customer Service Officer
AgSolutions Australia Pty Ltd
11.2016 - 11.2017
Customer Service Officer
Delta Office Solutions
01.2014 - 11.2016
James Nash State High School
High School Diploma
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