Jamie Jennett
Process Improvement Manager
Newalla,OK
Summary
Goal-oriented manager with distinguished experience in various industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.
Empathetic, critical thinker with a high sense of "urgency" and always balance the needs of the customer while protecting the company's bottom line. Passions include organizing, streamlining and improving processes.
Superpower? Finding “things”- trends, issues, pain points, opportunities, ...
Skills
- Customer Needs Assessments
- Training Junior Team Members
- Training Programs
- Account Management
- Client Base Retention
- Client Rapport-Building
- Corrective Actions
- Schedule Management
- Creative Solutions
- Issue Triaging
- SLA Management
- Business Analytics
- Mentoring
Overview
37
37
years of professional experience
Work History
Customer Support Manager
Andromedia Management Group
10.2016 - 10.2022
- Responsible for overseeing the daily operations of the customer service department
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Maintained consistent communication with leadership team to manage customer service effectiveness by monitoring performance and assessing metrics.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Developed documentation and logs of implemented solutions and generated and submitted reports.
- Audited customer support procedures and collaborated regionally to promote standardization across offices.
- Led and executed customer support team strategy by accountability reporting to reach company support goals.
Customer Service Rep/Office Manager
BuildZoom.com
03.2015 - 10.2015
- Provided superior customer service for homeowners and contractors
- Verified and processed project requests
- Developed processes and workflows for company email handling through HelpScout
- Supervised Manila team with various tasks
- Assisted as office manager during transition from virtual to physical office set up
- Established team priorities, maintained schedules and monitored performance
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Virtual Assistant
RiffCorp
01.2014 - 01.2016
- Assist owner with administrative and clerical duties with respect to start-up website/ company
- Provide IT team with direction regarding processes, logic, procedures and appearance of website.
Store Manager
Dollar General
12.2013 - 12.2014
- Managed inventory control, cash control and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
Customer Service Manager / Sales Executive
ImportGenius.com
08.2010 - 10.2013
- Worked from home providing superior customer service to clients of this web based business all over the world via chat line, Skype, phone or email; trained and supervised 5 home based customer service reps in Oklahoma and more in Arizona; Compiled training guides, procedural manuals and organized all procedures for effective use by all company customer service and sales reps; found more than $50k in lost revenue to be recouped by the Sales department; addressed inbound sales leads to answer their questions, provided online demo's and remained in top 5 sales executives dealing with the challenging overseas lead market.
- Described product and service details to customers to provide information on benefits and advantages.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat.
- Developed working relationships with internal and external customers while assisting with account management duties.
- Monitored phone, fax and electronic database systems for incoming customer inquiries.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement and align teams to better meet customer demands.
- Modified and refined offerings and operational practices to meet changing customer requirements.
- Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement.
- Delivered exceptional training and hands-on motivation to team members to enhance service delivery approaches and boost customer satisfaction.
- Received payment information from customers and implemented it carefully into system to alleviate errors.
Appliance Specialist
The Home Depot
09.2008 - 05.2009
- Maintained the appliance showroom and displays; placed orders and handled customer service; maintained department inventory and was top sales person for the store.
- Engaged in safe work practices and proper operation of store equipment.
- Determined customer's specific needs to pair best products and service offerings.
- Promoted product-related services and plans such as installation, delivery, credit financing or extended protection plans.
- Educated customers on use, care and adjustments of appliances.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
Production & QA Manager
Marble Tech Fabrication, Inc
02.2001 - 08.2008
- Developed and implemented all administrative procedures/systems in order to maintain all aspects of production; scheduled measures / installs / repairs / material pick up /fabrication for granite countertop orders for local company and satellites both locally and in Michigan
- Gathered required information for President/client meetings
- Maintained inventory and purchasing of all job related items;
- Handled customer service and production staff issues
- Gathered all required information to proof and complete shop paperwork/jobs
- Prepared spreadsheets and shop paperwork for jobs completed at company owned factory in Brazil
- Maintained job accuracy in Moraware
- Provided customer quotes as necessary
- Organized work to meet demanding production goals
- Resolved issues quickly to maintain productivity goals
- Took on additional shifts during peak work periods to keep projects on schedule
- Documented production information via daily system logs and discussed issues with management
Office Manager /Bookkeeper
EZ Payday Advance, LLC
06.1999 - 02.2008
- Processed short term loans; maintained all client files; managed bookkeeping for the office;
- Data entered all transactions in Quickbooks Pro;
- Prepared end of month financial reports for accountants;
- Shared collection duties with colleagues;
- Managed bank deposits and legal paperwork and other duties.
- Maintained computer and physical filing systems.
Administrative Assistant
Fringe Benefit Planning, Inc
01.1998 - 12.1998
- Maintained all client files
- Prepared correspondence
- Arranged client appointments
- Distributed mail
- Prepared insurance quotes and tracked proposal progress
- Followed up with clients prior to carrier premium payments
- Prepared presentation tables and spreadsheets
- Maintained supply inventory
- Prepared bank deposits and other clerical duties.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Executed record filing system to improve document organization and management
Receptionist / Bookkeeper
Medical Associates, P.A
10.1993 - 03.1995
- Answered and forwarded calls for 5 doctors
- Checked patients in and out
- Computer scheduled appointments
- Updated and maintained files and patient records
- Posted charges and payments
- Balanced practice daily ledger
- Prepared bank statements.
Receptionist / Bookkeeper
Charleston OB/GYN
05.1992 - 10.1993
- Handled inbound/outbound calls
- Checked patients in and out
- Computer scheduled appointments
- Updated and maintained files and patient records
- Posted charges and payments
- Balanced daily ledger
- Prepared bank statements
Damage Control Petty Officer
United States Navy, USN
07.1988 - 04.1992
- Received extensive/continuous training and experience in all areas of firefighting and damage control operations
- Operated, repaired and maintained in a “high state of readiness” all ship’s firefighting equipment, including small engine repair of firefighting pumps, fixed fire extinguisher systems, and numerous portable fire extinguishers, oxygen and emergency breathing apparatus, doors, hatches, hoses and protective clothing
- Served in on-call capacity for last-minute or late-night taskings from leadership.
- Upheld Navy dress and appearance regulations for professional appearance
- Attended required training sessions and seminars.
- Maintained required level of proficiency in use of firearms
- Held position as Ship’s Damage Control Petty Officer
- Revised numerous ship’s damage control procedures and drills
- Instructed and qualified ship’s 1300 personnel in damage control operations
- Received Honorable Discharge – 1992
- Military Training: Graduated: United States Damage Control “A” School – 1988
Education
No Degree - General Studies
Liberty University
LynchburgNo Degree - General Studies
Rose State College
Oklahoma CityNo Degree - General Studies
University of Maryland, Asian Division
GuamAffiliations
American Legion Post 274
Timeline
Customer Support Manager
Andromedia Management Group
10.2016 - 10.2022
Customer Service Rep/Office Manager
BuildZoom.com
03.2015 - 10.2015
Virtual Assistant
RiffCorp
01.2014 - 01.2016
Store Manager
Dollar General
12.2013 - 12.2014
Customer Service Manager / Sales Executive
ImportGenius.com
08.2010 - 10.2013
Appliance Specialist
The Home Depot
09.2008 - 05.2009
Production & QA Manager
Marble Tech Fabrication, Inc
02.2001 - 08.2008
Office Manager /Bookkeeper
EZ Payday Advance, LLC
06.1999 - 02.2008
Administrative Assistant
Fringe Benefit Planning, Inc
01.1998 - 12.1998
Receptionist / Bookkeeper
Medical Associates, P.A
10.1993 - 03.1995
Receptionist / Bookkeeper
Charleston OB/GYN
05.1992 - 10.1993
Damage Control Petty Officer
United States Navy, USN
07.1988 - 04.1992
No Degree - General Studies
Liberty University
No Degree - General Studies
Rose State College
No Degree - General Studies
University of Maryland, Asian Division