Jenne Rose
Sacramento,CA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Accomplished analyst drives organizational improvements through leveraging expertise in research and system enhancement. Well-versed in collaborating with employees and leaders to resolve control and procedural problems negatively affecting business operations. Dedicated to cost, process and resource optimization.
Overview
16
16
years of professional experience
Work History
Senior Customer Service Analyst
PG&E
01.2010 - Current
- Produced detailed and relevant reports for use in making business decisions.
- Implemented new strategies to reduce customer wait times, enhancing the overall support experience.
- Answered constant flow of customer calls and emails with minimal wait times.
- Forecasting requirements to ensure adequate staffing for 800-1000 employees to answer customer inquiries
- Plan for absenteeism, training requirements, offline work, meetings and coaching while ensuring alignment with budget and customer requirements
- Mentored junior analysts, fostering professional growth and improving team performance.
WFM Onsite Intraday Supervisor Rotation
PG&E
09.2015 - 09.2016
- Developed effective improvement plans in alignment with goals and specifications.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Monitored workload, resources and service levels
- Key decision maker and point of contact for same day on premise resources
- Timely improvement recommendations, analysis and performance reporting
Customer Service Supervisor
PG&E
01.2008 - 05.2010
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
Education
High School Diploma -
Rio Americano High School
Sacramento, CASkills
- Supervision and leadership
- Advanced Communication
- Business Analysis
- Call center experience
- Complaint resolution
- Teamwork and Collaboration
- Critical Thinking
- Organization and Time Management
- Problem Resolution
- Decision-Making
- Analytical and Critical Thinking
- Interpersonal Communication
Timeline
WFM Onsite Intraday Supervisor Rotation
PG&E
09.2015 - 09.2016
Senior Customer Service Analyst
PG&E
01.2010 - Current
Customer Service Supervisor
PG&E
01.2008 - 05.2010
High School Diploma -
Rio Americano High School