Jenn Dunham
Omaha,NE
Summary
Demonstrated ability to build efficient, reliable teams that work together to achieve goals and exceed expectations. Coordinates resources to meet expected business and customer demands. Sales expert, organized decision-maker and strategic planner with top-notch interpersonal and communication skills.
Overview
11
11
years of professional experience
Work History
Commercial Lines Call Center Supervisor
North End Teleservices
Omaha , Nebraska
2024.01 - Current
- Facilitated communication between various departments regarding commercial lines issues.
- Identified areas of improvement within the existing processes for better efficiency.
- Monitored agents adherence to make sure they stayed within compliance.
- Monitored daily, weekly and monthly KPIs.
- Managed staff scheduling to ensure adequate coverage during peak hours.
- Coordinated staff schedules to ensure optimal coverage during peak hours.
- Monitored calls for quality assurance purposes.
- Identified areas where additional training was needed among existing staff members.
- Provided guidance, training, coaching and mentoring to call center team members.
- Assigned tasks to agents based on their skillset and availability.
- Led team meetings to update on goals, share best practices, and discuss improvements.
- Oversaw daily operations of call center team, ensuring adherence to performance standards.
- Implemented strategies to improve customer satisfaction levels.
Data Services (People) Manager
FSC Edge
Omaha , NE
2022.08 - 2023.12
- Received Public Trust Clearance
- Analyzed workflows and established priorities for daily functions.
- Ensured complete and up-to-date documentation and compliance of my direct reports as it relates to timecard entries, PTO requests, and any other duty as assigned.
- Managed a team of 75+ operators working as a leader, and mentored each team member in the operational and development path.
- Cultivated a communicative and cooperative environment and helped mediate and resolve conflicts between employees and their teams.
- Supervise employees in a manner that establishes growth and success through feedback, coaching, training, and encouragement.
- Examined metrics and prepared progress reports.
- Conducted interviews with potential new employees.
- Reviewed individual employee performance to correct issues and enhance productivity.
- Delegated tasks to employees and monitored accurate and timely completion of tasks to meet project milestones.
- Coached and mentored employees to develop and enhance career skills.
- Handled sensitive employee and company information with highest level of confidentiality and discretion.
- Provided guidance and coaching to team members on how to improve their job performance.
- Resolved conflicts among team members in a professional manner.
Data Entry Operator III Team Lead
Evanhoe (sub-contractor for FSC Edge)
Omaha , NE
2021.12 - 2022.08
- Helped make sure employees stayed in-line with FSC Edge’s company guidelines.
- Maintained accurate logs of all activities performed in the course of daily work.
- Conducted quality assurance checks on all entries to ensure accuracy of data entry.
- Utilized various software programs including MS Office Suite and specialized applications.
- Maintained confidentiality of sensitive information while entering data into system.
- Helped with the onboarding of new employees.
- Provided mentorship and guidance to fellow coworkers.
- Helped develop the current training program being used to train new hires at subcontracted location.
- Helped with the training classes of newly hired employees.
- Identified, corrected and reported data entry errors.
- Proofread and edited documents to correct errors.
- Communicated with coworkers regarding deadlines and project milestones.
- Maintained confidentiality of client and staff personal details by adhering to company regulations and requirements.
- Adhered to strict data confidentiality policies to prevent information leakage.
- Scanned and stored files and records electronically to reduce paper files and secure data.
General Manager
Arona Home Essentials
Omaha , United States
2017.08 - 2021.02
- Established clear performance goals and metrics for revenue, P&L, customer service and customer retention.
- Delivered exceptional client experiences through hands-on leadership of associates and managers.
- Built and maintained loyal, long-term customer relationships through effective account management.
- Managed shrink processes and inventory levels for corrective action planning to save costs.
- Tracked monthly sales to generate reports for business development planning.
- Mitigated regulatory risks by overseeing compliance visits and adhering to protocol.
Hotel Front Desk Supervisor
Comfort Inn & Suites
Bellevue , NE
2015.06 - 2017.08
- Answered phones to respond to customer inquiries and transfer calls to appropriate staff members.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Received incoming calls and coordinated with hotel staff to fulfill requests and resolve issues.
- Cultivated professional relationships with guests through active response and dedicated assistance, improving customer retention.
- Arranged special accommodations for guests to maintain optimal satisfaction.
- Collaborated with housekeeping and maintenance staff to address and mitigate facility issues.
- Facilitated front desk operations for busy high-volume hotel.
- Balanced accounts and conducted nightly audits to keep bookkeeping current.
- Pointed out property details and guided guests to dining areas, pool, spa and fitness center.
Assistant Store Manager
Dollar Tree Stores
Omaha , NE
2013.12 - 2015.02
- Completed frequent walk-throughs and directed team members to correct issues impacting store appearance or professionalism.
- Coached and developed store associates through formal and informal interactions.
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
- Supervised cashiers in processing credit, debit, and cash payments to streamline sales.
- Oversaw daily operations of store, including inventory and supply restocking, cash-handling and assisting customers.
- Assisted customers, answered questions and resolved problems for stellar customer service.
- Trained staff on daily duties and supervised and provided feedback, resulting in improved performance and customer relations.
- Recruited, interviewed and hired qualified employees to provide top-quality service.
- Created engaging merchandise presentations to motivate impulse purchases.
- Answered customer questions and addressed problems and complaints in person and via phone.
Education
High School Diploma -
Millard West High School
Omaha, NE08.1996
Some College (No Degree) -
Metropolitan Community College
Omaha, NESkills
- Cross-functional team management
- Performance improvements
- Sales team development
- Policy/program development
- Supervision and training
- Team building and motivation
- Customer retention
- Leadership and team building
- Customer relationship management
- Customer experiences
- Profit and loss accountability
- Training and coaching
- Team training and development
- Recruiting and hiring
- Staff training and development
- Staff training
Timeline
Commercial Lines Call Center Supervisor
North End Teleservices
2024.01 - Current
Data Services (People) Manager
FSC Edge
2022.08 - 2023.12
Data Entry Operator III Team Lead
Evanhoe (sub-contractor for FSC Edge)
2021.12 - 2022.08
General Manager
Arona Home Essentials
2017.08 - 2021.02
Hotel Front Desk Supervisor
Comfort Inn & Suites
2015.06 - 2017.08
Assistant Store Manager
Dollar Tree Stores
2013.12 - 2015.02
High School Diploma -
Millard West High School
Some College (No Degree) -
Metropolitan Community College
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