Jenna Stanley
Wayne,NJ
Summary
Accomplished Customer Service Supervisor with a proven track record at Sitel Work From Home, enhancing team productivity and customer satisfaction through effective problem-solving and team leadership. Skilled in quality assurance and proficient in software, demonstrated by significantly improving service quality and fostering high morale. Excelled in administrative management, ensuring seamless operations and superior customer service.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Supervisor
Sitel Work From Home
02.2019 - 04.2024
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
Customer Service Representative
Sutherland Global
07.2017 - 01.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
Medical Assistant
Alaris Health At The Chateau
07.2015 - 09.2017
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Performed phlebotomy tasks efficiently while ensuring minimal discomfort for patients during blood collection procedures.
- Verified patient insurance coverage and collected required co-payments.
- Contributed to positive health outcomes by educating patients on preventative measures, treatment plans, and follow-up care instructions.
Education
High School Diploma -
Westwood High School
Washington Township, NJ06.2015
Certified Medical Assistant -
Branford Institute
Paterson, NJ04.2016
Skills
- Problem-Solving
- Time Management
- Customer Service
- Team Building and Leadership
- Complaint resolution
- Quality Assurance
- Proficient in Software
- Team Leadership
- Documentation and control
- Administrative Management
Certification
CPR
Microsoft
Salesforce
Amazon Work Space
TurboTax Live Expert
Quickbooks Pro advisor
Timeline
Customer Service Supervisor
Sitel Work From Home
02.2019 - 04.2024
Customer Service Representative
Sutherland Global
07.2017 - 01.2019
Medical Assistant
Alaris Health At The Chateau
07.2015 - 09.2017
High School Diploma -
Westwood High School
Certified Medical Assistant -
Branford Institute
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