Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Jenessa Harfield

Somerset,Wisconsin

Summary

Dedicated Customer Service Specialist and Leader, providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated support issues. Exhibits high level of discretion to handle sensitive and confidential information.

Overview

14
14
years of professional experience

Work History

Production Trainer/Device History Record Coordinator

SMC, Ltd
Somerset, Wisconsin
10.2020 - Current
  • Train all company policies and procedures within the first 30 days of a new employee's hire date.
  • Communicate with Human Resources, Supervisors, and Managers regarding training completion needs.
  • Collaborate with leadership teams and provide feedback relating to coaches and operators.
  • Create and maintain production department history records.
  • Lead document audits to investigate and report any discrepancies.
  • Work with scheduling to ensure schedule is accurate and needs are met in a timely manner.
  • Developed and conducted on-site training for new production staff members.
  • Conducted assessments to evaluate employee performance in terms of knowledge, skills and abilities.
  • Created and implemented standard operating procedures for production processes.
  • Adapted teaching methods according to individual learning styles.

Human Resources Assistant

SMC, Ltd
Somerset, Wisconsin
09.2017 - 10.2020
  • Manage up to 10 staffing agencies.
  • Coordinate new hires, shared staffing needs, and verify employment eligibility.
  • Organized and conducted general employee processes, such as hiring, onboarding, recruiting, vetting candidates, and performing interviews.
  • Investigate, document, and present disciplinary notices, terminations, or any other related employee issues.
  • Evaluate eligibility of employees to enroll in benefit plans.
  • Key contact with knowledge of benefit plans and assist in enrollment or claims submission for all employees.
  • Back-up receptionist, taking and transferring large volume calls, greeting and assisting customers, sorting mail.
  • Liaison to the payroll department, providing updates relating to changes in benefit premiums or employee's salary changes.
  • Issued invoices to employees.
  • Responsible for company p-card.
  • Maintained accurate records of employee information such as wages, performance reviews, benefits, leaves of absence.
  • Conducted exit interviews with departing employees to gather feedback about their experience with the organization.
  • Compiled reports related to personnel activities such as attendance tracking, turnover rates, disciplinary actions.
  • Updated employee database with changes in job title, salary information or contact details.
  • Participated in job fairs and other recruitment events to source potential candidates.
  • Scheduled appointments, meetings and conferences with employees to discuss and mitigate personnel issues.
  • Posted job announcements and pre-screened applicants to candidates for available positions.

Production Lead

SMC, Ltd.
Somerset, Wisconsin
03.2014 - 09.2017
  • Supervised 30 employees on daily activities of the production area to ensure that volume, cost, scrap, and quality standards are achieved.
  • Coordinated work schedules, staffing requirements, and additional training to maximize productivity and efficiency.
  • Handled disciplinary action and wrote annual reviews.
  • Monitored production activities, identified process issues, troubleshooted causes, and implemented solutions.
  • Identified and worked with employees that had desire and skill to move into other roles.
  • Ensured all safety policies and procedures are followed.
  • Coordinated production schedules and assigned tasks to employees.
  • Monitored the quality of products during production process.
  • Resolved conflicts between staff members when necessary.
  • Analyzed data from past production runs to identify trends or issues.
  • Collaborated with other departments to ensure smooth operations.
  • Assisted in training new personnel in the use of tools and equipment.
  • Suggested process improvements based on analysis of existing processes.
  • Identified and supported continuous improvement efforts with supervisor.
  • Used daily system logs to document production information, discussing issues with management.
  • Met or exceeded target for on-time customer shipments.

Guest Service Leader

Kwik Trip
River Falls, Wisconsin
11.2010 - 11.2013
  • Perform book work duties; balance all cashiers' drawers and report any discrepancies.
  • Responsible for making bank deposits and ordering necessary cash for the location's daily needs.
  • Set daily goals to achieve targeted sales.
  • Ordering bakery and kitchen inventory.
  • Liaison between employees and customers, relating to concerns or transaction discrepancies.
  • Assist with merchandising.
  • Model excellent customer service.
  • Greeted guests and responded to inquiries with a friendly, knowledgeable attitude.
  • Processed payments using cash registers, credit card terminals, and other point-of-sale equipment.
  • Trained new team members on customer service policies and procedures.
  • Performed daily opening and closing duties such as cleaning, organizing, restocking supplies.

Education

Somerset High School
Wisconsin
06.2010

Skills

  • Microsoft Office Suite
  • Inventory Control
  • Confidentiality in All Communications and Interactions
  • Customer Service and Relations
  • Training and Policies/Procedures
  • Interpersonal Relations
  • Team Building
  • Attention to Detail
  • Self-Starter Requiring Minimal Supervision
  • Completed LIFO training
  • Workflow and Docebo
  • ADP And WPS
  • Coaching and Mentoring
  • Continuous Improvement
  • Team Leadership
  • Employee Onboarding

References

Available upon request

Timeline

Production Trainer/Device History Record Coordinator

SMC, Ltd
10.2020 - Current

Human Resources Assistant

SMC, Ltd
09.2017 - 10.2020

Production Lead

SMC, Ltd.
03.2014 - 09.2017

Guest Service Leader

Kwik Trip
11.2010 - 11.2013

Somerset High School

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Jenessa Harfield