Jeanette Cosentino
New Kensington,PA
Summary
Dynamic Customer Service Manager with a proven track record at Kent’s Market, enhancing customer satisfaction through effective training and complaint resolution. Skilled in team building and performance evaluations, I implemented strategies that reduced complaints and improved service quality, fostering a culture of excellence and loyalty among clients.
Overview
25
25
years of professional experience
Work History
Customer Service Manager
Kent’s Market
Plain City, Utah
10.2019 - 09.2025
- Led team to enhance customer satisfaction through effective training and support strategies.
- Developed and implemented processes to streamline customer service operations, improving response times.
- Mentored staff on product knowledge, resulting in increased sales and improved service quality.
- Analyzed customer feedback to identify areas for service improvement and developed action plans accordingly.
- Coordinated with departments to resolve complex customer issues, enhancing overall operational efficiency.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Researched and corrected customer concerns to promote company loyalty.
Office Manager/Co Owner
Komplete Martial Arts Kma
Lower Burrell, Pa
06.2000 - 09.2019
- Managed daily operations, ensuring smooth workflow and efficient scheduling for staff and students.
- Coordinated communication between instructors and parents, enhancing engagement and feedback processes.
- Organized training sessions and events, improving participation rates within the community.
- Implemented inventory management system, streamlining supply orders and reducing costs.
- Developed standard operating procedures for office tasks, increasing consistency in daily operations.
- Led initiatives to improve customer service experience, resulting in higher satisfaction ratings from clients.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Increased customer satisfaction by developing effective client feedback system that led to service improvements.
- Facilitated positive work environment, addressing employee concerns promptly and fostering culture of mutual respect.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Monitored front areas so that questions could be promptly addressed.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Managed day-to-day operations efficiently, ensuring smooth workflow and timely completion of tasks.
- Mentored employees to improve work performance, promoting professional development and growth within the company.
- Interacted well with customers to build connections and nurture relationships.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reported issues to higher management with great detail.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
- Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment.
- Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
- Spearheaded community outreach initiatives, improving company's local reputation and engagement.
- Managed scheduling and coordination of all office meetings to ensure smooth operations and minimal conflicts.
- Reduced overhead costs significantly through negotiation of vendor contracts for office supplies and services.
- Implemented comprehensive training program for new hires, improving their integration into team and productivity.
- Oversaw office budget, ensuring all expenditures were within allocated funds and identifying cost-saving opportunities.
Manager/ Co Owner
Fibbers Sport Bar & The Irish Dubliner Restaurant
Lower Burrell, Pa
02.2008 - 09.2011
- Oversaw daily operations, ensuring high-quality service and customer satisfaction.
- Developed and implemented staff training programs to enhance team performance.
- Managed inventory levels, optimizing supply chain efficiency and reducing waste.
- Coordinated special events, increasing customer engagement and revenue opportunities.
- Analyzed customer feedback to improve service strategies and operational processes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maintained professional, organized, and safe environment for employees and patrons.
- Streamlined scheduling processes to ensure adequate staffing during peak hours.
- Managed and motivated employees to be productive and engaged in work.
- Implemented cost-control measures, enhancing profitability without compromising service quality.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
- Developed and executed marketing strategies that effectively communicated brand values, increasing brand recognition.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Managed purchasing, sales, marketing and customer account operations efficiently.
Education
High School Diploma -
Valley High School
New Kensington, PASkills
Customer service
Customer focused
Customer relations
Time management
Training and mentoring
Decision-making
Excellent time management skills
Cash handling
Complaint resolution
Team building and leadership
Account management
Staff training
Employee scheduling
Policy enforcement
Performance evaluations
Workflow management
Budgeting and finance
Verbal and written communication
Account authorizations
Schedule coordination
Sales proficiency
Work prioritization
Staff management
Timeline
Customer Service Manager
Kent’s Market
10.2019 - 09.2025
Manager/ Co Owner
Fibbers Sport Bar & The Irish Dubliner Restaurant
02.2008 - 09.2011
Office Manager/Co Owner
Komplete Martial Arts Kma
06.2000 - 09.2019
High School Diploma -
Valley High School