Jennifer Dull
West Chester
Summary
Results-driven Operations Manager with expertise in customer relationship management, process automation, and team training. Proven track record of enhancing customer retention through effective communication and leadership.
Overview
34
34
years of professional experience
Work History
Operations Manager
MTCI
Cincinnati
03.2001 - 05.2026
- Managed daily operations to streamline workflow and optimize resource allocation.
- Trained and mentored staff on best practices and company procedures to enhance team capabilities.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Resolved customer complaints promptly, maintaining high levels of customer satisfaction.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Delegated work to staff, setting priorities and goals.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Formed and sustained strategic relationships with clients.
Customer Care Specialist
MTCI
Cincinnati
04.1998 - 03.2021
- Assisted customers with inquiries and resolved issues promptly.
- Provided product information and guidance to enhance customer satisfaction.
- Utilized company software to track customer requests and solutions.
- Resolved escalated issues, ensuring timely resolutions and maintaining customer trust.
- Conducted follow-ups with customers post-purchase or issue resolution to assess satisfaction and foster loyalty.
- Identified and acted on opportunities for cross-selling or upselling, enhancing customer experience and product engagement.
- Resolved billing and service issues for customers.
- Collaborated with other teams such as marketing, sales, and operations in order to ensure a high level of service for all customers.
- Supported customers to maintain positive relationships throughout and following sales processes.
Office Administrator
MTCI
Cincinnati
08.1996 - 04.1998
- Managed incoming calls, directing inquiries to correct personnel or department to ensure timely responses.
- Processed invoices on a timely basis according to established procedures.
- Replenished office supplies, placing new orders for restocking to maintain inventory.
- Processed financial documents, contracts, expense reports, and invoices, ensuring accuracy and compliance with established procedures.
- Utilized specialized accounting software to maintain accurate records by debiting, crediting, and totaling accounts on spreadsheets and databases.
Initiation Support Representative
Delta Zeta Sorority National
Oxford
10.1992 - 07.1996
- Assisted members with inquiries regarding policies and procedures.
- Facilitated communication between chapters and national leadership, strengthening organizational alignment.
- Tracked member engagement and participation levels to inform strategic outreach initiatives.
- Coordinated event planning and logistics for national gatherings, enhancing member engagement.
- Maintained detailed records of customer interactions in a CRM system.
Education
Bachelor of Arts - Communications
DePauw University
Greencastle, IN05-1992
Skills
- Operations management
- Process automation
- Workflow optimization
- Resource allocation
- Customer relationship management
- Customer retention
- Microsoft Office
Timeline
Operations Manager
MTCI
03.2001 - 05.2026
Customer Care Specialist
MTCI
04.1998 - 03.2021
Office Administrator
MTCI
08.1996 - 04.1998
Initiation Support Representative
Delta Zeta Sorority National
10.1992 - 07.1996
Bachelor of Arts - Communications
DePauw University