Experienced professional in Account Management, Customer Experience, and Escalations. Proven ability to tackle challenges and solve problems. Demonstrates proactive approach, adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Hi, I’m
Jenevieve Bertram
Maricopa,AZ
Summary
Overview
14
years of professional experience
Work History
OnTrac
Customer Implementation Consultant
05.2022 - 07.2024
Job overview
- Successfully onboarded new customers, ensuring a seamless transition to the OnTrac platform
- Provided comprehensive IT support to customers, resolving technical issues and facilitating their efficient integration
- Streamlined onboarding procedures improve efficiency and customer satisfaction
- Collaborated effectively with internal teams, including sales, billing, and IT, to ensure a cohesive onboarding experience
- Managed the onboarding process from start to finish, providing guidance and support to customers at every stage
- Resolved onboarding issues promptly and effectively, ensuring a positive customer experience
- Verified shipping labels ensure accurate and timely delivery of customer shipments.
OnTrac
Customer Experience Manager
09.2021 - 05.2022
Job overview
- Successfully managed eight client accounts, ensuring their satisfaction and the timely resolution of any issues
- Collaborated with internal teams to resolve complex billing and pick-up issues, ensuring a positive customer experience
- Demonstrated problem-solving skills by identifying and resolving customer concerns, including billing disputes and late line-haul pickups
- Effectively advocated for customers by working with internal teams to ensure their requests were handled efficiently and promptly
- Delivered exceptional customer service by providing timely and accurate information, responding to inquiries, and addressing concerns
- Maintained strong customer relationships through proactive communication, follow-up, and issue resolution
- Successfully resolved customer disputes by effectively communicating with customers and collaborating with internal teams to find mutually agreeable solutions.
OnTrac
Escalation Specialist
02.2016 - 09.2021
Job overview
- Successfully de-escalated nearly 100% of escalated customer calls, resolving complex issues related to package delivery, damage, and non-receipt
- Acted as a liaison between customers and management, effectively communicating customer concerns and advocating for their needs
- Provided exceptional customer service by handling a wide range of issues, including damaged packages, delayed deliveries, and incorrect order fulfillment
- Demonstrated strong problem-solving skills by identifying and addressing the root causes of customer issues, ensuring timely and efficient resolutions
- Communicated clearly and professionally with customers, building rapport and fostering positive relationships
- Managed escalated customer calls with empathy and professionalism, effectively calming agitated customers and finding solutions to their problems
- Developed a strong understanding of OnTrac's policies and procedures, ensuring accurate and consistent information was provided to customers
- Collaborated effectively with other team members to ensure seamless customer support and issue resolution
- Demonstrated a high level of initiative and resourcefulness in resolving customer issues, exceeding expectations by providing exceptional service
- Continuously strove to improve customer satisfaction by proactively identifying areas for improvement and implementing solutions.
DirecTV
Regional Account Manager
03.2012 - 01.2016
Job overview
- Successfully retained 97% of high-value business customers, significantly exceeding customer-retention targets
- Negotiated long-term contracts with key accounts, securing two-plus-year agreements and solidifying customer loyalty
- Provided exceptional account support to high-dollar business customers, minimizing customer churn and maximizing customer satisfaction
- Cultivated strong customer relationships by providing personalized support and resolving complex account issues, ensuring customer satisfaction and long-term retention.
DirecTV
Escalation Specialist
02.2010 - 02.2012
Job overview
- Resolved complex customer billing disputes and technical issues by identifying the root cause, providing expert technical support, and delivering effective solutions
- Improved customer satisfaction ratings by de-escalating high-priority complaints, ensuring a positive customer experience, and maintaining a professional demeanor
- Successfully handled a high volume of inbound customer complaints, providing accurate information, and resolving issues quickly and efficiently.
Education
Ironwood High SchoolGlendale, AZ
High School Diploma
05.1999
University Overview
Skills
- Stakeholder Management
- Business Analysis
- Online Training Services
- Training Procedure Implementation
- Implementation Management
- Software Implementation
- Highly proficient in CRM software (salesforce) (GuideCX)/ Project Management
- Trained in GuideCX/ Salesforce/ PowerDMS
- Client management
- Customer Support
- Telephone and email etiquette
- Issue Resolution
Accomplishments
Accomplishments
- Collaborated with team of 5 in the development of New Onboarding process.
- Used Microsoft Excel to develop implementation tracking spreadsheets.
Awards
Awards
Soaring Eagle Award, Given to me for the award year 2022Gardening, Cooking, Music
Gardening, Cooking, Music
I love to garden, my grandmother loved working outside in her garden and I feel in love with it through her.
I love to cook and bake, this is a huge passion of mine. I bake a pretty amazing red velvet cake with homemade cream cheese frosting.
I love music, I love all genres and find beauty in all music.
Timeline
Customer Implementation Consultant
OnTrac
05.2022 - 07.2024
Customer Experience Manager
OnTrac
09.2021 - 05.2022
Escalation Specialist
OnTrac
02.2016 - 09.2021
Regional Account Manager
DirecTV
03.2012 - 01.2016
Escalation Specialist
DirecTV
02.2010 - 02.2012
Ironwood High School
High School Diploma
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Quote
It is better to fail in originality than to succeed in imitation.