Jennifer Oehlkers-Slagle
Longmont,CO
Summary
Engaging and personable Customer Success Manager with outstanding organization, communication and technical abilities. Effectively balances client needs with corporate goals. Successfully builds relationships with all levels of internal and external organizations. Results and detail oriented. Adapts easily to change and excels in fast-paced, high-pressure environments.
Overview
31
31
years of professional experience
Work History
Account Coordinator / Data Analyst
Digital Data Technologies, Inc
01.2015 - Current
- Enhances client satisfaction by effectively managing multiple projects and ensuring timely delivery.
- Streamlines communication between clients and internal teams for seamless project execution.
- Performs implementation and onboarding while identifying new opportunities for account growth.
- Assists in developing and implementing strategies to increase revenue.
- Develops strong relationships with key stakeholders, fostering trust and long-term collaboration between clients and agency partners.
- Contributes to the ongoing development of internal processes for increased efficiency within the account management team.
Technical Support Manager
Knowledge Factor
03.2014 - 09.2014
- Ensured client satisfaction and engagement amongst customer base.
- Worked with cross-departmental leaders to develop department-level goals, support resolution, customer satisfaction, and team growth/development.
- Served as escalation point and works with sales team on strategic growth opportunities.
Client Relations Manager
Intrado
08.2012 - 12.2012
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Respected liaison between Vendor/Channel Partners and internal resources to mutually develop and implement innovative products and services.
- Supported the Product, Sales and Business Development teams through product administration.
- Responsible for account relationships for both existing and prospective partners.
- Possessed an in-depth understanding of each partner’s solution and objectives.
- Worked collaboratively with partners on data content, development, and implementation schedules and communicated deviations when appropriate.
- Provided recommendations to management regarding solutions to project risks, constraints and issues.
- Accountable for hosting weekly conference calls with partners and managed logistics for both planned and impromptu face-to-face meetings.
- Performed monthly billing and collections in accordance with Service Level Agreements.
Operations Supervisor/Manager
Intrado
06.2001 - 05.2011
- Recruited to manage three start-up Data Integrity Units designed to support the quality of 9-1-1 data.
- Customers included State/Government agencies and Telecommunications companies providing Wireline, Wireless and VoIP services.
- Responsible for the Performance Management for a 30 member team, with accountability for creating job descriptions, recruiting and hiring, training, annual performance reviews, and the creation and management of the annual budget.
- Consistently met customer Service Level Agreement, avoiding financial penalties.
- Collaborated with cross-departmental functional teams to further align support of innovative .technologies
- Acted as point-of-contact for customer escalations.
Data Analyst and Quality Management Specialist
Intrado
09.1996 - 06.2001
- Responsible for the quality and integrity of 9-1-1 data on behalf of major Telephone companies (Wireline, Wireless and VoIP).
- Built strong customer rapport by identifying customer needs and providing solutions in a timely manner.
- Performed assigned functions in an efficient, timely manner while meeting optimal quality performance standards.
- Maintained responsibility for Customer Enhancement Requests and delivered creative solutions.
- Created greater structure to improve overall efficiencies and repeatable processes.
Office Coordinator
Century 21 / Wright Kingdom
01.1993 - 09.1996
- Streamlined office operations by implementing efficient systems and organizational tools.
- Provided administrative support to staff members, assisting with daily tasks as needed to promote productivity across the organization.
- Enhanced communication within the team through regular meetings and detailed reporting.
- Managed schedules, open houses and MLS listings on behalf of realtors.
- Facilitated a positive work environment by providing support when and where needed.
Education
Bachelor of Science, Information Technology -
University of Phoenix
Westminster, CO01.2008
Skills
- Microsoft Office Suite
- Account Management
- Implementation and Onboarding
- Customer Service
- Relationship Building
- Client Relations
additional expertise
Microsoft Office: Outlook, Word, Excel and PowerPoint and Teams, Zendesk, AWS, Salesforce.com, Cloud Technology, Incident Command System/Process, Business Continuity Planning
awards recognition
- Employee of the Month - February, 2002
- Wireline Delivery Service Group Excellence Award - January, 2005
- Outstanding Team Award: Exemplary Team Effort with a Major Impact to the Organization – 2010.
references
References available upon request
Timeline
Account Coordinator / Data Analyst
Digital Data Technologies, Inc
01.2015 - Current
Technical Support Manager
Knowledge Factor
03.2014 - 09.2014
Client Relations Manager
Intrado
08.2012 - 12.2012
Operations Supervisor/Manager
Intrado
06.2001 - 05.2011
Data Analyst and Quality Management Specialist
Intrado
09.1996 - 06.2001
Office Coordinator
Century 21 / Wright Kingdom
01.1993 - 09.1996
Bachelor of Science, Information Technology -
University of Phoenix