Jennifer Evans

• Lead workforce management efforts including hiring, onboarding, training, scheduling, and timecard approval for a high-performing customer experience team.
• Collaborated in onboarding and integrating new agency/BPO customer support team members, ensuring alignment with brand standards, processes, and service expectations.
• Adapted staff management strategies to effectively support a diversified workforce, fostering inclusion, engagement, and performance across remote, in-house, and outsourced teams.
• Provide daily coaching and mentorship to team members, fostering skill development, accountability, and growth.
• Monitor service queues in real time to ensure adherence to SLAs, proactively identifying opportunities to exceed performance benchmarks.
• Conduct monthly and annual performance reviews; maintain comprehensive documentation of individual and team performance.
• Analyze and report on team metrics to identify trends, guide strategic decisions, and improve operational efficiency.
• Design, implement, and enforce customer service protocols and best practices to streamline workflows and ensure consistency.
• Cultivate a positive, team-centered department culture that emphasizes collaboration, ownership, and a customer-first mindset.
• Manage high-level customer escalations, using empathy and problem-solving skills to resolve issues promptly and professionally.
• Drive continuous improvement by identifying and implementing enhancements to processes, systems, and team operations.
• Empower team members to serve as customer advocates and support cross-functional success.
• Support executive leadership through special projects and initiatives as needed.

Key Achievements:

• Designed and launched training programs for both Order Support and Customer Service, improving onboarding efficiency and performance consistency.
• Created a comprehensive library of Standard Operating Procedures and task-specific resources to ensure scalability and clarity.
• Recognized as a process and product expert and frequently consulted by cross-functional teams for guidance.
• Earned a strong reputation for reliability, emotional intelligence, and a solutions-oriented mindset in a high-volume, fast-paced environment.
• Commended by leadership and peers for exceptional work quality, positive attitude, and unwavering commitment to excellence.

• Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
• Monitored front desk telephone lines attentively for prompt response to incoming calls while multitasking effectively during busy periods.
• Handled guest complaints professionally, resolving issues quickly to maintain high levels of satisfaction.
• Processed payments accurately while maintaining accountability for cash drawer balances at the beginning and end of shifts.
• Showcased rental spaces to prospective clients, highlighting features and tailoring tours to client needs and event types.
• Negotiated rental contracts, ensuring terms met both client requirements and business objectives, while maintaining compliance with venue policies.
• Served as primary on-site contact during events, coordinating logistics, resolving issues in real-time, and ensuring a seamless experience for clients and guests.
• Maintained accurate booking records, facilitated vendor coordination, and supported post-event wrap-up and feedback collection.

• Reduced errors in data records by conducting thorough quality checks and implementing corrective measures.
• Completed data entry tasks with accuracy and efficiency.
• Filled alumni transcript requests.

• Provided a safe and nurturing environment for at-risk youths, offering compassionate guidance during times of personal struggle.
• Lead recreational and cultural activities that promoted socialization, physical health, and personal growth among participating youths.
• Maintained strict confidentiality regarding sensitive information pertaining to each youth''s background and circumstances.
• Documented data and completed accurate updates to case records.

• Supported building tenants by answering phones, greeting guests, and scheduling conference rooms.
• Recorded expenses and maintained accounting records.
• Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
• Handled sensitive information with discretion by adhering to confidentiality protocols at all times.
• Transferred and directed phone calls, guests, and mail to correct staff members.
• Managed daily operations, ensuring timely completion of tasks and maintaining a well-organized work environment.
• Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
• Provided transcription services.