Jenna Przybylski
Bonduel
Summary
Results-oriented Customer Service Manager with a proven ability to drive quality assurance, team performance, and customer satisfaction. Successfully led initiatives that improved response times and customer retention through effective communication and cross-department collaboration. Recognized for strong problem-solving skills, team leadership, and a commitment to delivering exceptional service while fostering a positive team environment.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Service Manager
NPS Holdings LLC
Green Bay
08.2024 - Current
- Managed and coached a customer service team to improve service quality, efficiency, and customer satisfaction.
- Resolved complex customer issues and management-level escalations using effective problem-solving and communication skills.
- Served as the primary liaison between customers and internal departments to ensure timely issue resolution.
- Developed and implemented customer service policies, procedures, and best practices.
- Conducted performance reviews, provided ongoing coaching, and motivated employees to improve productivity.
- Led team meetings and one-on-one sessions to review goals, performance, and priorities.
- Ensured prompt and professional customer support via phone, email, and chat channels.
- Maintained strong product and industry knowledge to effectively address customer concerns.e.
Customer Service Team Lead
NPS Holdings LLC
Green Bay
07.2022 - 08.2024
- Trained and onboarded new team members, led team meetings, and promoted best practices to improve service performance.
- Generated daily invoices for orders shipped the previous day, ensuring accurate and timely billing.
- Supervised and supported the customer service team to ensure consistent, high-quality service delivery and a positive work environment.
- Resolved customer complaints, provided technical support, and escalated complex issues when standard procedures were ineffective.
- Maintained in-depth knowledge of products, services, pricing, and processes while monitoring backorders and availability daily.
- Collaborated with internal departments and executive leadership to align customer service operations with company goals.
Customer Service Representative
NPS Corporation
Green Bay
07.2013 - 07.2022
- Assisted customers with inquiries, orders, and issue resolution, ensuring a positive experience.
- Processed customer's purchase orders.
- Generated daily invoices for orders shipped the previous day, ensuring accurate and timely billing.
- Learned and applied company products, services, pricing, and procedures to provide accurate information.
- Supported team members by sharing best practices and contributing to a collaborative work environment.
- Escalated complex issues to supervisors when necessary to ensure timely problem resolution.
- Monitored order status and product availability to keep customers informed.
Executive Assistant
Women's Care Of Wisconsin
Appleton
05.2010 - 04.2013
- Managed executive schedules, appointments, and travel arrangements.
- Prepared meeting materials, agendas, reports, and minutes.
- Handled confidential information with discretion.
- Monitored communications, responding to emails and calls promptly.
- Coordinated office operations, including inventory and catering.
- Greeted visitors and facilitated smooth staff and board meetings.
Logistics Executive Assistant
Schneider National Inc.
Green Bay
05.2009 - 05.2010
- Supported senior management and logistics team with scheduling, reports, and travel arrangements.
- Coordinated shipments, inventory tracking, and supply chain communications.
- Prepared presentations and documents to aid decision-making.
- Maintained confidential records and streamlined department operations.
Logistics Administrative Assistant
Schneider National Inc.
Green Bay
10.2007 - 05.2009
- Prepared logistics reports and analyzed carrier performance.
- Managed administrative tasks, filing, and spreadsheets.
- Maintained front desk, greeted visitors, and directed calls.
- Coordinated office supplies, equipment, and catering for meetings.
IT Administrative Assistant
Schneider National Inc.
Green Bay
12.2006 - 10.2007
- Managed daily office operations.
- Organized meetings, prepared agendas, minutes, and presentations.
- Handled correspondence, calls, emails, and document proofreading.
- Maintained office supplies, equipment, and updated contact lists.
- Coordinated meetings with room bookings, catering, and technical setup.
Administrative Assistant
Hometown Real Estate
Shawano
07.2006 - 12.2006
- Managed office operations, client communications, and scheduling.
- Assisted agents with contracts, listings, and property showings.
- Maintained databases, records, and transaction documents.
- Coordinated vendors, meetings, and office supplies.
Education
Technical Diploma - Office Assistant
Northeast Wisconsin Technical College
Green Bay, WI05-2009
Skills
- Customer Service Management
- Customer Relations & Retention
- Policy Development & Process Improvement
- Performance Evaluation & Staff Management
- Staff Training, Supervision & Team Leadership
- Conflict Resolution & Problem Solving
- Communication Effectiveness & Exceptional Telephone Etiquette
- Relationship Building & Customer Satisfaction Focus
- Scheduling & Work Prioritization
- Deadline-Oriented & Skilled Multitasker
- Decision-Making & Continuous Improvement
- Administrative Support
- Product Knowledge
- Shipping, Receiving & Warehousing Coordination
- Microsoft Outlook, Word, Excel, PowerPoint
- Synergy
- Macola
- Superior Computer Skills
Certification
CPR Certified, trained in emergency response and first aid
Timeline
Customer Service Manager
NPS Holdings LLC
08.2024 - Current
Customer Service Team Lead
NPS Holdings LLC
07.2022 - 08.2024
Customer Service Representative
NPS Corporation
07.2013 - 07.2022
Executive Assistant
Women's Care Of Wisconsin
05.2010 - 04.2013
Logistics Executive Assistant
Schneider National Inc.
05.2009 - 05.2010
Logistics Administrative Assistant
Schneider National Inc.
10.2007 - 05.2009
IT Administrative Assistant
Schneider National Inc.
12.2006 - 10.2007
Administrative Assistant
Hometown Real Estate
07.2006 - 12.2006
Technical Diploma - Office Assistant
Northeast Wisconsin Technical College