Jannette Manzo
Livermore
Summary
Repairs Coordinator at HomeGuard Incorporated with expertise in scheduling and customer service. Successfully enhanced client satisfaction through effective communication and problem-solving, while managing multiple projects. Developed training programs that improved team performance and streamlined workflows, resulting in a notable increase in efficiency. Proven ability to foster collaboration and drive results.
Overview
19
19
years of professional experience
Work History
Repairs Coordinator
HomeGuard Incorporated
12.2019 - 07.2022
- Coordinated repair schedules with contractors and/or Inspectors availability and customer service efficiency.
- Trained new staff on operational protocols and best practices for effective repairs coordination.
- Developed communication templates for client updates, improving transparency and customer satisfaction.
- Monitored key performance indicators, providing insights to leadership for strategic decision-making.
- Negotiated contracts with service providers to ensure cost-effective repairs without compromising quality.
- Provided exceptional customer service by addressing client concerns promptly and professionally, resolving issues effectively as they arose within the repair process cycle.
- Collaborated with team members to identify areas of improvement in the repair process, leading to increased efficiency.
- Managed multiple repair projects simultaneously, ensuring timely completion and client satisfaction.
- Regularly communicated with clients regarding repair status updates, fostering trust and maintaining positive relationships.
- Conducted thorough assessments of damage reports to accurately estimate repair costs and timelines.
- Created a centralized database for tracking work orders, streamlining workflow management across the team.
- Developed strong relationships with contractor and inspectors to ensure quick completed work
- Scheduled and oversaw maintenance and repair activities.
- Created and maintained daily and weekly reports for upper management.
- Monitored daily progress and work quality to provide guidance and direction to mechanics and installers.
- Evaluated final results to determine quality levels and isolate root causes of any identified faults.
- Efficiently assisted service workers with problematic transactions to maintain customer satisfaction and quickly rectify issues.
- Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity.
- Shrunk knowledge gaps with ongoing training and close employee mentoring for new and less experienced team members.
- Collaborated with cross-functional teams to resolve customer inquiries and enhance service.
- Implemented quality control procedures to maintain high standards in repair processes.
Customer Service Supervisor
Home Depot
01.2016 - 11.2019
- Supervise daily operations, ensuring high customer satisfaction and efficient service delivery.
- Train and mentor team members, enhancing product knowledge and customer engagement skills.
- Implement process improvements, streamlining workflows to optimize service efficiency.
- Resolve complex customer inquiries, fostering positive relationships and loyalty.
- Monitor performance metrics, identifying trends to drive continuous improvement initiatives.
- Collaborate with management on strategic planning for enhanced store performance and service offerings.
- Facilitate team meetings, encouraging open communication and feedback among staff members.
- Oversee inventory management processes, ensuring accurate stock levels to meet customer demand.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.
- Created, prepared, and delivered reports to various departments.
- Enhanced team morale and productivity by implementing regular feedback sessions and recognition programs.
- Led by example, handling complex customer issues personally to ensure high standards of service.
- Developed knowledge base for customer service reps, reducing resolution time.
- Monitored and analyzed call metrics to identify trends and areas for process enhancement.
- Coordinated with other departments to ensure seamless customer experience.
- Resolved escalated customer complaints, ensuring satisfaction and loyalty.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Kept high average of performance evaluations.
Customer Service Associate
Home Depot
01.2009 - 01.2016
- Provided exceptional customer support, resolving inquiries and issues efficiently.
- Trained new associates on product knowledge and customer service protocols.
- Assisted in maintaining inventory accuracy through regular stock checks.
- Collaborated with team members to enhance overall customer experience.
- Mentored junior staff, fostering a culture of continuous learning and development.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.
- Achieved consistently high levels of customer satisfaction by prioritizing empathy, patience, and effective problem-solving skills during interactions.
- Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
- Processed orders accurately and efficiently, ensuring timely delivery of products or services to customers.
- Managed high call volume with exceptional time management skills, minimizing wait times for customers.
- Trained new associates in company policies and procedures, fostering a supportive work environment.
- Resolved customer complaints, leading to noticeable improvement in customer satisfaction scores.
- Identified upselling and cross-selling opportunities, contributing to increased sales.
- Enhanced customer loyalty by providing empathetic and efficient resolution to issues.
- Improved customer experience by maintaining high level of product knowledge and sharing it effectively.
- Streamlined customer service processes to reduce wait times and improve service quality.
- Managed multiple customer queries simultaneously, ensuring timely and accurate responses.
- Assisted customers in navigating company's products and services, enhancing their overall experience.
- Trained new associates in customer service protocols, elevating overall team's performance.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Educated customers about billing, payment processing and support policies and procedures.
- Cross-trained and backed up other customer service managers.
- Trained staff on operating procedures and company services.
- Identified and resolved discrepancies and errors in customer accounts.
Call Center Phone Representative
Home Depot
01.2005 - 01.2009
- Provided exceptional customer service by resolving inquiries and issues efficiently.
- Maintained accurate records of customer interactions using CRM software.
- Assisted in training new representatives on call handling protocols and systems.
- Implemented process improvements that enhanced call response times.
- Collaborated with team members to achieve daily performance targets consistently.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries.
- Streamlined call center operations by implementing effective communication strategies.
- Reduced call resolution time with efficient multitasking and prioritization of tasks.
- Assisted in the creation of call scripts, optimizing efficiency and effectiveness of communications with clients.
- Delivered consistent quality service by adhering to company policies and procedures.
- Actively participated in ongoing training programs to continuously improve skill set and industry knowledge.
- Provided exceptional customer service through active listening and empathetic problem-solving techniques.
- Built rapport with callers through genuine empathy for their concerns while remaining focused on delivering timely solutions.
- Navigated multiple software systems simultaneously, ensuring seamless customer assistance during calls.
- Contributed to the development of training materials, enhancing new hire onboarding processes.
- Managed escalated calls professionally, working towards swift resolutions that satisfied both customer and company needs.
- Supported high call volume periods, maintaining a professional demeanor under pressure.
- Balanced competing priorities while fielding simultaneous calls from customers seeking information about products, services or account details.
- Collaborated with team members to share best practices, improving overall call center performance.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cross-trained and provided backup support for organizational leadership.
- Cross-trained and backed up other customer service managers.
Cashier
Home Depot
02.2003 - 01.2005
- Processed customer transactions efficiently using point-of-sale systems.
- Assisted customers with product inquiries and locating items in-store.
- Maintained accurate cash drawer, balancing daily receipts and discrepancies.
- Trained new staff on register operations and customer service standards.
- Implemented checkout improvements to enhance transaction speed and accuracy.
- Resolved customer complaints professionally, ensuring satisfaction and loyalty.
- Streamlined return processes, improving efficiency and customer experience during returns.
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Answered questions about store policies and addressed customer concerns.
- Addressed customer needs and made product recommendations to increase sales.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
- Provided backup support for other departments when needed, showcasing versatility within the retail environment.
- Ensured compliance with company policies and procedures while processing transactions efficiently.
- Exceeded productivity goals through consistent attention to detail and organization during busy shifts.
- Promoted store promotions and incentive programs to increase overall sales revenue.
- Reduced processing errors by meticulously following transaction procedures.
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
Education
Certification in Licensed Vocational Nursing - Nursing
Carrington College California
San Leandro, CA10-2012
Associate of Arts - Liberal Arts
Las Positas College
Livermore, CA05-2009
High School Diploma -
Livermore High School
Livermore, CA06-2003
Skills
- Scheduling expertise
- Installation procedures
- Multitasking
- Task prioritization
- Schedule management
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
Languages
Spanish
Native or Bilingual
Timeline
Repairs Coordinator
HomeGuard Incorporated
12.2019 - 07.2022
Customer Service Supervisor
Home Depot
01.2016 - 11.2019
Customer Service Associate
Home Depot
01.2009 - 01.2016
Call Center Phone Representative
Home Depot
01.2005 - 01.2009
Cashier
Home Depot
02.2003 - 01.2005
Certification in Licensed Vocational Nursing - Nursing
Carrington College California
Associate of Arts - Liberal Arts
Las Positas College
High School Diploma -
Livermore High School