Jennifer Friend
Brandon
Summary
Operations administrator with 10 years of experience in administrative support, logistics coordination, and customer relationship management. Demonstrated success in managing branch communications, processing documentation, and ensuring payroll and billing accuracy. Proficient in CRM software, problem-solving, and multitasking. Aiming to apply expertise in an operations administrator role.
Overview
20
20
years of professional experience
Work History
Store Operations Administrator
Bassett Furniture
Tampa
06.2025 - Current
- Facilitated communication between production teams and customer service representatives, improving collaboration and response times.
- Developed and executed operational plans for peak seasons, ensuring scalability and adaptability.
- Collaborated with cross-functional teams to streamline workflows and minimize delays.
- Fielded customer phone calls, resolving inquiries to enhance customer satisfaction.
- Resolved escalated customer complaints according to established guidelines.
- Executed administrative tasks, ensuring organized filing and timely supply orders to support operational needs.
- Provided management support during decision-making processes related to operations.
- Developed weekly reports analyzing operational performance metrics.
Customer Care Manager
Horsepower Financial
10.2024 - 05.2025
- Coordinated with cross-functional teams to resolve complex customer inquiries effectively.
- Documented and streamlined complaint resolution processes, improving handling efficiency of customer issues.
- Implemented feedback systems to gather customer insights and drive service improvements.
- Tracked and traced vehicle logistics in recovery, providing timely and accurate status updates to enhance customer communication.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Created reports on key performance indicators such as response times, resolution rates.
- Utilized Microsoft Office and Outlook for effective communication and administrative tasks.
- Evaluated and monitored contracts for compliance while optimizing terms for the organization.
- Created and maintained Excel spreadsheets for data analysis and reporting, supporting enhanced operational decision-making.
Customer Care Manager
Noveltease LLC
10.2022 - 08.2024
- Enhanced customer satisfaction by 15% and product satisfaction by 20% through advocacy and issue resolution.
- Resolved 90% of customer issues on first call, improving service efficiency.
- Oversaw customer service operations to enhance client retention.
- Developed training programs and mentored new representatives to boost service quality.
- Developed standard operating procedures for effective complaint handling and escalations.
- Collaborated with departments to ensure prompt, accurate customer service.
- Liaised with customers to align needs with tailored sales strategies.
- Prepared documentation and reports on sales metrics and key performance indicators.
Customer Service
Target
10.2022 - 07.2023
- Provided attentive service, resolving customer issues promptly to enhance satisfaction.
- Assisted customers with product selection, ordering, billing, returns, and technical support.
- Answered inquiries with accurate information regarding products and services.
- Engaged customers in conversation to understand needs and address product-related questions.
- Identified upselling opportunities based on customer needs and preferences.
- Identified customer needs for upselling opportunities during interactions.
- Engaged customers to understand needs and address product-related questions effectively.
Office Administrator/Dispatch/ Customer service
Shred-It
01.2019 - 08.2022
- Served as liaison between customers and sales representatives, aligning customer needs with sales strategies.
- Utilized Salesforce and SAP to monitor customer service cases, escalating issues as needed.
- Coordinated logistics for shipping packages, ensuring timely delivery of FedEx parts and RFPs.
- Conducted procedures for reviewing incoming mail and overseeing vendor relations.
- Processed equipment delivery documentation while maintaining accurate equipment lists.
- Provided customer service support by addressing requests and implementing route changes.
- Provided customer service support to clients seeking assistance with transportation services.
- Coordinated dispatch schedules for multiple service routes daily.
- Facilitated communication between drivers and clients to optimize routing efficiency.
- Utilized dispatch software to track shipments and monitor vehicle locations.
- Utilized computer systems to locate addresses and calculate estimated arrival times.
- Utilized various software systems to facilitate movement, planning and scheduling.
- Supervised driver dispatching, route planning, and vehicle tracking for driving team.
Customer Support Specialist
Nationwide Insurance
08.2016 - 02.2017
- Responded promptly and courteously to customer emails and phone calls, ensuring satisfaction.
- Maintained confidentiality of customer information while assisting with policy inquiries and resolving issues.
- Consulted with customers to address concerns and identify needs effectively.
- Guided clients through insurance policies and coverage options, improving their understanding.
- Facilitated successful problem resolution with effective communication skills.
- Documented customer interactions in CRM for precise record-keeping and tracking.
- Supported agents and account managers with administrative tasks, ensuring efficient payment processing.
Customer service representatives
Florida Light and Power
05.2015 - 08.2015
- Adeptly handled over 100 daily calls, ensuring accurate service modifications and timely collection of associated charges, while maintaining a high level of professionalism and attention to detail.
- Managed customer inquiries with efficiency, resolving billing and service issues promptly to ensure customer satisfaction.
- Coordinated with appropriate departments to investigate and address complex issues, facilitating seamless resolution.
- Resolved customer complaints through effective communication and problem-solving techniques.
- utilized company software to track customer interactions and service requests accurately.
- Educated customers on energy-saving programs and available resources for assistance.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Security Administrator
USAG Mannheim Provost Marshal Office
Schofield Barracks
03.2006 - 08.2008
- Implemented access control measures, enhancing security and reducing unauthorized entry risks.
- Developed and enforced access control procedures to ensure employee and visitor safety.
- Collaborated with law enforcement to investigate security incidents and facilitate timely incident responses.
- Maintained detailed logs and reports of security incidents, supporting compliance and improving response strategies.
- Conducted thorough background investigations on federal candidates and employees.
- Reviewed security clearance applications for completeness and accuracy.
- Ensured compliance with federal regulations and investigative guidelines throughout the process.
- Adhered strictly to applicable federal laws and regulations governing background investigations.
- Maintained confidentiality of sensitive information during all investigative activities.
- Verified accuracy of documents by comparing them to original sources.
Education
Certified Administrative Assistant - Administrative
Ventura College
Ventura, Ca06-2006
Skills
- Inventory Management
- Customer Relationship Management (CRM)
- Salesforce
- Data Entry
- MRP/ERP systems
- Supply chain management
- Administrative support
- Office administration
- Microsoft Excel Organization
- Budget Tracking
- Operations management
- Process Improvement
- Customer relations
- Client relationship management
- Customer development
- Critical thinking
- Conflict Resolution
- Time management
- Problem solving
- Software proficiency
- Record Keeping
- Communication Skills
- Problem solving
Timeline
Store Operations Administrator
Bassett Furniture
06.2025 - Current
Customer Care Manager
Horsepower Financial
10.2024 - 05.2025
Customer Care Manager
Noveltease LLC
10.2022 - 08.2024
Customer Service
Target
10.2022 - 07.2023
Office Administrator/Dispatch/ Customer service
Shred-It
01.2019 - 08.2022
Customer Support Specialist
Nationwide Insurance
08.2016 - 02.2017
Customer service representatives
Florida Light and Power
05.2015 - 08.2015
Security Administrator
USAG Mannheim Provost Marshal Office
03.2006 - 08.2008
Certified Administrative Assistant - Administrative
Ventura College