Hi, I’m
Jennifer Foster
Hastings,NE
Overview
20
years of professional experience
Work History
Bass Pro Shops
Call Center Supervisor
08.2020 - 02.2025
Job overview
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
Wipro Technologies and Unisys
Project Coordinator
06.2016 - 03.2020
Job overview
- Decreased project completion times by efficiently prioritizing tasks and delegating responsibilities to team members.
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Coordinated cross-functional teams to achieve seamless collaboration in achieving project objectives.
PGi
Escalations Manager
05.2010 - 03.2015
Job overview
- Streamlined escalation processes for quicker issue resolution and improved customer experience.
- Maintained open lines of communication with customers throughout the escalation process, ensuring their needs were addressed with care and transparency.
- Created detailed reports on escalated cases to identify trends and areas for improvement.
Education
New HorizonsOverland Park, KS
A+, Network+, Security+, MCP, MCTS from Information Technology
01.2010
Central Community CollegeGrand Island, NE
Associate of Science from Information And Computer Systems
06.1998
Skills
- Technical documentation proficiency
- Proficient in software applications
- Collaborative teamwork
- Analytical problem-solving
- Organizational time strategies
- Adaptability to change
- Client relationship management
- Network issue resolution
- Voice over IP expertise
- Directory management
- Coaching and mentoring
- Call monitoring
- Quality assurance
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Timeline
Call Center Supervisor
Bass Pro Shops
08.2020 - 02.2025
Project Coordinator
Wipro Technologies and Unisys
06.2016 - 03.2020
Escalations Manager
PGi
05.2010 - 03.2015
New Horizons
A+, Network+, Security+, MCP, MCTS from Information Technology
Central Community College
Associate of Science from Information And Computer Systems
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