Jenelle LaBarbera
Phoenix,AZ
Summary
- "If I have seen farther, it is by standing on the shoulders of Giants."-Issac Newton
A highly motivated and accomplished specialist in the areas of customer service, quality assurance, tech support and account management among others. 10-plus years experience. Hard working and detail-oriented. Demonstrates strong ability to multitask in a fast paced environment. Recognized for exceptional work ethic and quality. Adaptable to changes within the company. Excellent documentation, communication and analytical problem-solving skills. Place strong value in loyalty, transparency and communication.
Overview
8
8
years of professional experience
Work History
Appointment Setter
High Quality Water And Air/ Rainsoft
01.2023 - 04.2023
- Outbound calls to warm leads.
- Manually calling 200+ customers a day and scheduling technicians out to the home for consultation.
- Inbound calls from technicians for directions and to get updates on customers. ie; they aren't answering the door etc.
Quality Review and Audit Lead Representative
Accredo Health Group Inc
01.2018 - 01.2022
- Monitored, and coached Advisors call handling performance to ensure the highest level of quality and expectations are achieved
- Provided detailed feedback and recommendations necessary to ensure quality performance
- Participated in scheduled internal call calibration sessions with leadership to ensure the feedback and continued skill development goals are achieved
- Facilitated weekly sessions with team supervisors to discuss performance.
Senior Web Advisor
Endurance International Group
01.2017 - 01.2018
- Walked customers through set up of email, cPanel, and FTP clients
- Connected with customers via phone, email, and chat to provide a personalized help desk experience
- Guided customers through coding for VSP hosting accounts
- Logged cases, coordinated with software developers to resolve cases, and documented case resolution within a knowledge base.
Customer Service Representative
DHL
01.2015 - 01.2017
- Fielded a high volume of inbound customer and service station calls
- Managed a variety of data based and web based programs
- Tracked and traced shipments, correcting shipment errors, providing delivery and customs status
- Coordinated with other departments to best assist customers
Education
Diploma -
Young High School
Certificate - Massage Therapy
Pima Medical Institute
Mesa, AZ05.2009
Skills
- Adaptability
- Problem Solving Skills
- High-Volume Call Environments
- Generating Leads
- Critical Thinking Skills
- Lead Qualification
- Appointment Booking
- Warm and Cold Call Expertise
- Cold Calling
- Customer Rapport
Additional Information
- Notary Public License for the State of Arizona -Notary ID #203395634 -Commission #631855
Timeline
Appointment Setter
High Quality Water And Air/ Rainsoft
01.2023 - 04.2023
Quality Review and Audit Lead Representative
Accredo Health Group Inc
01.2018 - 01.2022
Senior Web Advisor
Endurance International Group
01.2017 - 01.2018
Customer Service Representative
DHL
01.2015 - 01.2017
Diploma -
Young High School
Certificate - Massage Therapy
Pima Medical Institute
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