Summary
Overview
Work History
Education
Skills
References
Timeline
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Jenna Steck

North Canton

Summary

Customer care leader with over a decade of experience managing teams of 10+ employees, driving high productivity and fostering a culture of continuous improvement. Recognized for significantly enhancing customer satisfaction through exceptional communication skills and adept conflict resolution strategies. Expertise in team development and performance optimization aligns with a commitment to delivering outstanding service and accountability in customer care operations.

Overview

12
12
years of professional experience

Work History

Supervisor – Customer Self Service

FirstEnergy Corporation
Akron
03.2020 - 04.2025
  • Managed a diverse team of 10+ employees in daily operations related to email and social media customer channels, ensuring that high productivity and quality standards were met.
  • Oversaw the reply process of approximately 1,000 customer service-related email inquiries per day, while maintaining an SLA of 24-48 hours.
  • Maintained accurate records of employee performance, attendance, and disciplinary actions.
  • Led quarterly performance evaluations to determine areas for development.
  • Facilitated monthly check-in meetings, focused on constructive feedback.
  • Developed strategies to improve team performance and productivity.
  • Facilitated monthly meetings with leadership, focused on organizational developments.
  • Acted as a liaison between upper management and staff, facilitating open communication.
  • Proactively supported continuous improvement by communicating insights and the need for enhancements to technology, processes, systems, and applications.
  • Collaborated with Customer Accounts, External Affairs, Corporate Communications, and Compliance to sustain customer relations.
  • Interviewed prospective candidates for open positions and managed the onboarding process.
  • Led and contributed to multiple projects to identify and implement new self-service features on the corporate website to enhance the customer and employee experience.
  • Set specific goals and KPIs for projects to measure progress and evaluate end results.
  • Ensured stakeholders were consistently informed about project status.

Coordinator – Customer Self-Service

FirstEnergy Corporation
Akron
04.2018 - 02.2020
  • Oversaw daily department operations for a team of 10+ employees.
  • Delegated work to staff, setting priorities, and goals.
  • Guided employees in handling difficult or complex problems.
  • Interpreted and explained work procedures and policies to brief staff.
  • Coordinated with other supervisors, combining group efforts to achieve goals.
  • Facilitated communication between different departments in order to resolve issues quickly.
  • Reviewed reports on employee attendance, productivity, and effectiveness to evaluate performance.
  • Discussed job performance problems with employees, identifying causes and issues to find solutions.
  • Recruited, interviewed, and selected employees to fill vacant roles.

Advanced Customer Service Associate

FirstEnergy Corporation
Akron
07.2015 - 03.2018
  • Proficiently responded to customer concerns via email.
  • Worked with the Corporate Communications Department to respond to customer service-related inquiries via FirstEnergy's Facebook and X social media handles.
  • Assisted the supervisor with responding to escalated customer inquiries.
  • Assisted current department employees with questions.
  • Trained new department employees.
  • Tested FirstEnergy's mobile website transactions to reduce or eliminate defects.
  • Contacted departments across the company to obtain additional information regarding customer inquiries.
  • Attentive to detail, I enter and accurately communicate information.
  • Followed up with customers to ensure that satisfaction was met.
  • Followed standard principles to encourage trust, fairness, and compassion.

Customer Service Associate

FirstEnergy Corporation
Akron
02.2013 - 07.2015
  • Promptly responded to customer concerns via telephone, email, fax, and mail in a proficient manner.
  • Worked with the Compliance Department to carefully investigate and respond to formal PUCO complaints.
  • Obtained, entered, and accurately communicated information received via emergency faxes.
  • Assisted with supporting new staff members by observing, demonstrating, and explaining proper procedures.
  • Remained calm and courteous when dealing with emotional or distressed customers by staying in control of the conversation and quickly moving toward a one-call resolution.
  • Analyzed customer accounts thoroughly to ensure customer satisfaction.
  • Performed all activities to the highest ethical standards.

Education

High School Diploma -

North Hills High School
Pittsburgh, PA
06.2007

Bachelor of Business Administration Coursework -

Robert Morris University
Coraopolis, PA

Skills

  • Leadership
  • Project management
  • Process improvement
  • Customer management
  • Analytical thinking
  • Goal-oriented
  • Effective communication
  • Conflict resolution

References

References available upon request.

Timeline

Supervisor – Customer Self Service

FirstEnergy Corporation
03.2020 - 04.2025

Coordinator – Customer Self-Service

FirstEnergy Corporation
04.2018 - 02.2020

Advanced Customer Service Associate

FirstEnergy Corporation
07.2015 - 03.2018

Customer Service Associate

FirstEnergy Corporation
02.2013 - 07.2015

High School Diploma -

North Hills High School

Bachelor of Business Administration Coursework -

Robert Morris University

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Jenna Steck