JENNIFER DASH
Fort McCoy,FL
Summary
Dedicated problem solver with over 10 years of experience collaborating with business owners to enhance efficiency and profitability. Thrives in fast-paced environments, excels in critical thinking, and adapts swiftly to change. Passionate about optimizing processes and driving innovative solutions. Skilled in time-saving strategies and increasing profitability through smart work. Warm, adaptable, and metrics-driven professional. Driven Customer Service professional with experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Identifies trends by analyzing customer records, purchases, inquiries and complaints to develop rapid solutions.
Overview
18
18
years of professional experience
Work History
CUSTOMER SUPPORT/TRADING OPERATIONS
Q.AIA FORBES COMPANY
01.2022 - 01.2024
- Assisted all customer inquiries through email and chat channels, to include escalations
- Developed training program for new hires
- Documented processes and improved cross-team communication and transparency
- Raised NPS score from 25 to 4 and improved app store ratings
- Improved customer retention rates
- Developed and maintained/exceeded KPI's
- AML/Fraud detection, account review, document recognition
- Collaborated with Product team to contribute UX/UI ideas and user stories, allowing engineers more time to build.
- Mentored new team members, ensuring smooth onboarding and integration into the department.
- Implemented project management techniques to overcome obstacles and increase team productivity.
ASSISTANT OPERATIONS MANAGER
BIG DADDY ENTERPRISES
01.2018 - 01.2022
- Diverse experience across all business functions, from Customer Service to Assistant Operations Manager
- Expert in ERP and WMS implementation
- Experienced project manager to include two product launches
- Skilled in managing multiple teams, collaborating closely with Directors and Owners during rapid growth
- Proven track record in workflow optimization, productivity evaluation, and implementing performance standards for enhanced productivity and quality.
- Coordinated with other departments on joint projects, streamlining processes for maximum efficiency across all business units.
- Monitored employee productivity and optimized procedures to reduce costs.
PARALEGAL
THE LAW OFFICE OF JEREMY T. POWERS
01.2013 - 01.2018
- Paralegal/Administrative duties for office
- Experience in SCorp formation, licensing, and account management
- Maintained utmost confidentiality in managing client records
- Proficient in hardware, software, and in-office networking
- Conducted independent research on legal statutes and rules
- Skilled in managing projects from inception to completion
- Drafted and edited legal documents with precision
- Upheld impeccable standards of honesty and integrity.
- Conducted detailed client intakes and entered information into company database.
- Assisted attorneys with reviewing and organizing witness reports.
- Contacted clients to schedule appointments and discuss progress of cases.
- Produced legal documents such as briefs, pleadings and appeals.
TECH SUPPORT
Auction Flex
01.2012 - 01.2013
- B2B client support for SaaS
- Up-selling, updated software versions, add-on options, etc
- Problem solving and customer retention
- Ensured network, system, and data availability and integrity through preventative maintenance and upgrades
- Implemented company policies, technical procedures and standards for preserving security of data, reports, and access
- Collaborated with clients from concept through final delivery of product or service.
- Proved successful working within tight deadlines and a fast-paced environment.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Proven ability to develop and implement creative solutions to complex problems.
Education
General -
UNIVERSITY OF FLORIDA
Skills
- CSM
- Bigcommerce
- CSAT
- Freshdesk
- Gmail
- G Suite
- Helpscout
- Project Management
- Intercom
- JIRA
- Microsoft Office
- Netsuite
- Product Management
- Trello
- Training and mentoring
- Event Coordination
- Customer Retention
- Customer Engagement
- Employee Performance Evaluations
- Netsuite
- Product Management
- Trello
- Training and mentoring
- Event Planning
- Software and Hardware Issues
- Issue and Resolution Tracking
- Software Release and Rollout
- Support SOP Writing
- Technical Support and Assistance
Accomplishments
Increasing Company Reputation
Locations
Florida
Passions
- Helping Others
- Solving Complex Problems
- Technology
Quote
“I’m a great believer in luck, and I find the harder I work, the more I have of it.”
– Thomas Jefferson
Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Company CultureCareer advancementWork from home optionPaid time offTimeline
CUSTOMER SUPPORT/TRADING OPERATIONS
Q.AIA FORBES COMPANY
01.2022 - 01.2024
ASSISTANT OPERATIONS MANAGER
BIG DADDY ENTERPRISES
01.2018 - 01.2022
PARALEGAL
THE LAW OFFICE OF JEREMY T. POWERS
01.2013 - 01.2018
TECH SUPPORT
Auction Flex
01.2012 - 01.2013
General -
UNIVERSITY OF FLORIDA
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