Summary
Overview
Work History
Education
Skills
Timeline
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Jenna Liwak

Lafayette,CO

Summary

Dedicated specialist offering years of unparalleled assistance with problematic end-user technical and data requests. Insightful expert at ticketing and task management while directly administering critical product support and customer communication. Expert QA resource with dedication to streamlining processes to meet crucial thresholds to improve product usefulness and value.

Overview

8
8
years of professional experience

Work History

Product Support Tier II

RE/MAX LLC
Denver, CO
12.2019 - Current
  • Facilitated the resolution of critical cases by streamlining communication between Product Teams, decreasing issue resolution time by 40% and enhancing team efficiency by 25%
  • Provided customers with information about issue resolution progress and updated estimated times of resolution on ongoing basis
  • Pioneered innovative strategies to enhance operational efficiency, resulting in a 20% reduction in customer service response time and a 15% increase in client satisfaction scores.
  • Surveyed technical content and data to provide product-specific support resources
  • Led a cross-departmental initiative to streamline customer interactions, resulting in a 30% reduction in support tickets and a 22% increase in customer loyalty scores.
  • Acts as a escalation support by engaging other teams when necessary to resolve issues in a timely manner
  • Executed rigorous QA testing across web and mobile platforms, uncovering and documenting 200+ issues, leading to a 35% improvement in overall software stability and user satisfaction.

Project Manager

C2 Imaging
Englewood, CO
09.2018 - 12.2019
  • Worked directly with clients, Sales Representatives and production staff in a fast paced, creative environment
  • Directed high-profile customer projects, ensuring timely delivery and quality, resulting in a 25% increase in client satisfaction and a 15% expansion in contract renewals.
  • Acted as the primary point of contact for all departments
  • Order entry, inventory management and replenishment
  • Coordinated with 15+ branches, subcontractors, vendors, and installers to streamline project timelines, reducing overall project completion time by 20% and enhancing on-time delivery rates by 30%
  • Spearheaded proactive approach to issue resolution by implementing real-time monitoring system; reduced system downtime by 40% and improved customer satisfaction by 25%
  • Forecasted, scheduled and monitored project timelines, personnel performance and cost efficiency

Account Representative

Transcorr National Logistics
Wyoming, MI
07.2016 - 08.2018
  • Help foster and build relationships with customers by gaining an understanding of their expectations and specific preferences.
  • Generate rates through our quoting tool and submit rates to customers. Accept tendered freight and build/schedule loads accordingly.
  • Proactively identify potential service failures and work with Operations to remedy issues.
  • Communicate with customers regarding status updates as required by customers and provide solutions to problems that arise.
  • Plan ahead by working with the Operations group continuously throughout the day, so they are able to book as much freight as possible in advance.
  • Understand and actively work with customer-issued scorecards to improve customer service and meet customer expectations.

Education

University of Michigan - Flint
Flint, MI

Skills

  • Coordination
  • Decision-making
  • Critical Thinking
  • Innovative
  • Client-Focused
  • Organization
  • Leader
  • Technical Troubleshooting
  • Teamwork and Collaboration
  • Salesforce Knowledge

Timeline

Product Support Tier II

RE/MAX LLC
12.2019 - Current

Project Manager

C2 Imaging
09.2018 - 12.2019

Account Representative

Transcorr National Logistics
07.2016 - 08.2018

University of Michigan - Flint

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Jenna Liwak