Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Jenna Majernik

Marysville

Summary

Experienced leadership professional with a proven ability to guide teams effectively and drive results. Known for building trusting relationships, fostering collaboration, adaptability, and a maintaining a supportive team environment. Demonstrated success in project management, conflict resolution, and strategic planning. Passionate about helping team members learn, grow, and reach their full potential.

Overview

17
17
years of professional experience

Work History

Warranty Solutions Team Lead

IGS Energy
02.2023 - Current
  • Delivering a superior customer experience with a focus on developing connections through genuine conversations.
  • Promoting a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • New hire training and continued learning for team members.
  • Collaborated on developing a centralized Training Link for team members, providing easy access to comprehensive resources for assisting customers. I regularly maintain and update the content to reflect new and revised processes.
  • Building trust and connections with team members through feedback-based conversations.
  • Coordinate weekly delegation of feedback opportunities and work closely with team members to ensure clear understanding and effective application. Maintain and analyze quarterly reports to identify trends and develop targeted action plans.
  • Supported two team members in refining their retention strategies, resulting in a 50% reduction in their cancellation rates since our collaboration began.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
  • Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
  • Supports customer escalation calls as needed.
  • Monitor call volume and provide assistance to queues with high call volumes.

Claims Specialist

IGS Energy
12.2020 - Current
  • Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Recommend products to customers, thoroughly explaining details.
  • Verify benefits to each service request by using appropriate tools, processes and procedures.
  • Promote superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Meet and exceed performance metrics.
  • Assists project specialist team by being proficient in CMR, CMS, workbook, IGS and movers market email requests, and contractor dispatching.

Licensed Massage Therapist

Back To Health
03.2013 - 12.2020
  • Consult with clients to determine their needs and requests
  • Establish and maintain client SOAP notes and design long-term care plans
  • Develop meaningful relationships with clients by identifying their needs and communicating throughout service
  • Keep massage area neat, clean, and organized

Server

Bravo Italian Cucina
02.2008 - 03.2016
  • Greeted new customers, discussed specials, and built immediate positive connections with guests
  • Performed complete opening, closing and shift change duties to keep restaurant working efficiently
  • Applied communication, problem-solving skills to resolve customer complaints & promote long-term loyalty

Licensed Massage Therapist

Massage Envy
02.2012 - 04.2013
  • Greeted clients with a calm and attentive manner and escorted them to treatment rooms
  • Perform 30-90 minute Swedish, deep tissue, prenatal, hot stone, and aromatherapy massages
  • Customize each session depending on individual client's needs
  • Communicate clearly with clients and keep detailed notes

Education

Licensed Massage Therapist -

Dayton School of Medical Massage
Dayton, Ohio
2008

High School Diploma -

Jackson Center High School
Jackson Center, Ohio
2003

Skills

  • Customer service 20 years
  • Effective and direct communication
  • Customer focus
  • Dependable
  • Maintain relationships
  • Coaching and mentoring
  • Empathetic
  • Conflict resolution
  • Adaptability
  • Balancing tasks
  • Decision making
  • Time management
  • Highly organized
  • Attention to detail
  • Optimistic and enthusiastic
  • Type 60 wpm
  • Desire to learn and grow

Accomplishments

  • Member of Training Troop
  • IGGY Rising Star Award- 2021
  • Quarterly Recognition- 2022
  • IGGY Living the Vision Award- 2023
  • Team Choice Award- 2024
  • Various monthly incentive achievements

Timeline

Warranty Solutions Team Lead

IGS Energy
02.2023 - Current

Claims Specialist

IGS Energy
12.2020 - Current

Licensed Massage Therapist

Back To Health
03.2013 - 12.2020

Licensed Massage Therapist

Massage Envy
02.2012 - 04.2013

Server

Bravo Italian Cucina
02.2008 - 03.2016

Licensed Massage Therapist -

Dayton School of Medical Massage

High School Diploma -

Jackson Center High School

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