JENEEN PENMAN
Lancaster,NY
Summary
Outgoing and friendly business-minded professional tackling any job task with gusto and precision. Determined customer service expert with over 25 years experience delivering exceptional customer service and sales. Demonstrating a positive attitude and the ability to adapt to any situation. Dependable and detail-oriented with ability to manage multiple tasks and priorities. Recognized for exemplary customer service and team collaboration. Friendly and respectful with positive attitude that creates warm and inviting office atmosphere.
Overview
3
3
years of professional experience
Work History
Dispatcher/Customer Service Representative Team Lead
Musso Plumbing And Heating
Williamsville, NY
05.2024 - 12.2024
- Answered 90% of the incoming calls using a multi-line telephone system, provided information to callers, and connected callers to the appropriate people.
- Tracked vehicles using GPS technology and provided real-time status updates as needed.
- Answered customer requests with information about product availability, general information, and status updates.
- Maintained current knowledge of personnel in the field, and completed daily debriefing with field workers and the direct field manager.
- Answered emails and online inquiries to schedule appointments, answer questions, and document information.
- Resolved discrepancies between customers' remittances and invoices received.
- Developed financial reports detailing accounts receivable aging status.
Billing Specialist/Administrative Assistant to the Vice President
Tri R Mechanical
West Seneca, NY
09.2022 - 04.2024
- Performed the role of administrative secretary to the Vice President.
- Performed proposals and interacted with customers; additionally, processed accepted proposals into new work orders.
- Voluntarily performed backup for the switchboard.
- Evaluated open accounts to look for past-due balances and pursue collection strategies.
- Generated, mailed and monitored invoices.
- Applied cash receipts and performed daily bank deposits.
- Reviewed all incoming payments for accuracy before posting them into the general ledger system.
- Managed collections activity including contacting customers regarding past due balances and resolving billing disputes.
Office Manager/Customer Service Representative/Dispatcher
Emerald Heating & Cooling
Depew, NY
07.2021 - 03.2022
- Welcomed patrons to the front desk and engaged in friendly conversations while conducting the check-in process.
- Monitored the dispatch board and adjusted call priorities regularly based on caller needs.
- Scheduled and confirmed appointments.
- Answered 90% of the incoming calls using a multi-line telephone system, provided information to callers, and connected callers to the appropriate people.
- Assisted the service and installation team by debriefing so that they could move on to the next call or installation.
- Answered emails and online inquiries to schedule appointments, answer questions, and document information.
- Developed successful marketing plans to increase sales and profits, while managing costs.
- Reviewed routes, daily traffic, and weather conditions to adjust plans, meeting daily requirements and driver needs.
- Monitored payments due from customers, and promptly contacted them to collect on past-due payments.
- Elevated customer satisfaction ratings by promptly resolving client and case issues.
- Oversaw office inventory by restocking supplies and submitting purchase orders.
- Sorted incoming mail and directed to correct personnel each day.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Developed successful marketing plans to increase sales and profits while managing costs.
- Fostered relationships with customers to expand customer base and retain business.
- Followed-up with clients after installations to assess quality service and customer satisfaction.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Drove substantial sales through suggestive selling and by promoting add-on purchases.
Skills
- Strong Customer Service and Communication Skills
- Process and apply new skills and concepts quickly
- Conflict mediation/Problem-solving abilities
- Microsoft Office expertise
- Friendly, up-beat can do attitude
- Closing Deals
- Self-Motivation
- Collection Techniques
Timeline
Dispatcher/Customer Service Representative Team Lead
Musso Plumbing And Heating
05.2024 - 12.2024
Billing Specialist/Administrative Assistant to the Vice President
Tri R Mechanical
09.2022 - 04.2024
Office Manager/Customer Service Representative/Dispatcher
Emerald Heating & Cooling
07.2021 - 03.2022
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