Summary
Overview
Work History
Education
Skills
Systems
Certification
Timeline
Generic

JENAY QUARTERMAN

Jacksonville,FL

Summary

Knowledgeable and dedicated customer service professional with extensive experience in Service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Dispatch Supervisor

ANTONE'S LOGISTICS
03.2022 - 05.2024
  • Supervised a team of 8 employees and provided training focused on maximizing overall performance.
  • Managed daily workloads, ensuring all available personnel were utilized effectively to meet service demands.
  • Created a positive work environment through open communication channels and fostering teamwork among staff members.
  • Assisted in resolving conflicts between drivers or customers when necessary, employing diplomacy skills and ensuring the best possible outcomes for all parties involved.
  • Ensured compliance with local, state, and federal regulations governing emergency response dispatch activities.
  • Improved customer satisfaction, maintaining timely communication with drivers and clients regarding updates or changes in delivery status.
  • Oversaw vehicle maintenance schedules, coordinating repairs as needed to minimize downtime for fleet vehicles.

HR COORDINATOR/BOOKKEEPING CLERCK

URBAN EATS BISTRO
05.2019 - 03.2022
  • Accurately record and maintain financial transactions of the company
  • Organize and categorize expenses, revenues, and other financial data
  • Ensure all financial records are up to date and accurately reflect the financial position of the company
  • Perform regular bank reconciliations to ensure accuracy between bank statements and company records
  • Reconcile accounts payable and accounts receivable to verify outstanding balances
  • Identify and resolve discrepancies or errors in financial records promptly
  • Prepare financial statements, including balance sheets, income statements, and cash flow statements
  • Generate reports on financial performance, budget variances and key financial indicators
  • Provide financial analysis and insights to aid in decision-making processes
  • Prepare financial reports for tax filings and audits
  • Accurately process payroll, including calculation wages, deductions, and taxes
  • Maintain payroll records and ensure compliance with relevant labor laws and regulations
  • Generate and distribute employee pay stubs and annual tax forms (W-2, 1099, etc.)
  • Ensure compliance with accounting principles, regulations and company policies
  • Maintain proper documentation of financial transactions, invoices, receipts, and other supported documents
  • Assist in the preparation of financial documents for external audits or government inspections
  • Utilize accounting software to streamline accurate bookkeeping processes
  • Proficient in data entry, spreadsheet management and financial reporting tools
  • Verification of I-9 documentation, and completion of new hire paperwork, Schedules onboarding and new hire training for new employees, Coordinates the new hire process - send offer letters, follow up on background checks, etc.

Stower

Amazon (Seasonal)
10.2017 - 01.2018
  • Sorted over thousands of products onto shelves according to type, weight, and size.
  • Maintained safety and efficiency to maximize overall productivity and increase stowing rates by 95%.
  • Consistently lifted materials weighing as much as 75 pounds.
  • Maintained clean workspaces by enforcing strict housekeeping guidelines for storage areas, dock bays, and equipment zones.
  • Contributed to achieving team goals with consistent punctuality, reliability, and adherence to established performance standards.
  • Ensured accurate order fulfillment by diligently cross-checking pick lists against packed items for consistency.

Collector

NCB Management
06.2014 - 12.2014
  • Followed up with cardholders who were 5-180 days past due regarding their balances on credit cards and lines of credit
  • Updated accounts and educated customers on account status and ways to bring account current.

Customer Service Representative

Allstate
06.2013 - 02.2014
  • Received approximately 100 incoming calls daily from agents, policyholders, employers, and providers by using online records of Policyholders Service, Premium Administration, Commissions, Licensing, New Business, and Claims
  • Provided all account information as well as answered all questions; directed all calls to the appropriate department.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Collaborated with team members to develop best practices for consistent customer service delivery.

Collector

ERC
05.2012 - 05.2013
  • Contacted customers to discuss payment schedules and set up or immediately process payments.
  • Streamlined debt collection processes for increased efficiency in the workplace.
  • Maintained a high volume of calls 20-30 per hour, and met the demands of the business.
  • Improved customer satisfaction by effectively resolving delinquent accounts through negotiation and payment plans.
  • Maintained accurate records of all collection activities, ensuring compliance with industry standards and regulations.
  • Persistently reached out to customers with extremely past due accounts to recover lost revenue.

Patient Care Advocate

Convergys
10.2011 - 03.2012
  • Received approximately 15-30 inbound calls per hour, fast-paced environment from customers requesting to fill mail-order prescriptions
  • Verified all information on file was accurate per HIPPA regulations, filled orders, and followed up with physicians on new scripts and refills
  • Verified insurance information is up to date and accurate.
  • Demonstrated empathy toward diverse patient populations, building trust through compassionate interactions.
  • Upheld confidentiality requirements and regulatory compliance guidelines.
  • Coordinated referrals to specialists, facilitating seamless continuity of care for patients with complex needs.
  • Provided subject matter expertise in case management and related procedures.

Technical Support Advisor

ADT Security
05.2008 - 06.2010
  • Maintained expert-level knowledge of company products to provide accurate information to clients during support calls.
  • Maintained confidentiality when dealing with sensitive customer data, adhering strictly to company policies regarding privacy protection.
  • Contacted police, fire and ambulance in emergency situations to coordinate proper response.
  • Reduced false alarms by accurately verifying alarm activations through communication with site personnel.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.

Education

High School Diploma -

Robert E. Lee High School
Jacksonville, FL
05.2007

Skills

  • Organization
  • Customer Service
  • Adaptability
  • 10 Key by touch
  • Operations
  • Communication
  • Detail Oriented
  • Decision Making
  • Problem Solving
  • Time Management
  • Microsoft Office
  • 60 WPM & 1500 KPM
  • Attention to Detail
  • Multitasking
  • Critical Thinking
  • Data Entry

Systems

  • Oracle
  • People Soft
  • Share Point
  • Lotus Notes
  • Loan Quest
  • JD Edwards
  • SAP
  • Avaya
  • ADP
  • Citirx
  • AS400
  • Solomon
  • Microsoft AX
  • Quickbooks

Certification

  • Etiquette Consultant - March 2023- Current

Timeline

Dispatch Supervisor

ANTONE'S LOGISTICS
03.2022 - 05.2024

HR COORDINATOR/BOOKKEEPING CLERCK

URBAN EATS BISTRO
05.2019 - 03.2022

Stower

Amazon (Seasonal)
10.2017 - 01.2018

Collector

NCB Management
06.2014 - 12.2014

Customer Service Representative

Allstate
06.2013 - 02.2014

Collector

ERC
05.2012 - 05.2013

Patient Care Advocate

Convergys
10.2011 - 03.2012

Technical Support Advisor

ADT Security
05.2008 - 06.2010

High School Diploma -

Robert E. Lee High School

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JENAY QUARTERMAN