Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jennifer Gerrity

New Port Richey,Florida

Summary

Experienced administrative professional with expertise in process development, team leadership, and project management. Proficient in utilizing AI tools to collect and analyze feedback from customers and stakeholders, driving continuous improvement in overall experiences. Adept at developing and refining processes to enhance efficiency and effectiveness across all areas of operation. Passionate about leveraging technology and Artificial Intelligence to streamline operations and drive organizational success.

Overview

22
22
years of professional experience

Work History

Lead Quality Assurance Specialist

TruGreen
03.2014 - Current
  • Drive sales performance through quality insights
  • Developed and managed multiple AI tools to provide insights on scripting adherence and agent behaviors
  • Created and maintain reporting for high level view of key performance indicators
  • Trained new associates
  • Review and conduct investigations for deviation in production
  • Active role in providing feedback on areas of improvement and collaborate with leaders on next steps
  • Streamlined QA processes, resulting in increased efficiency and adherence to processes.
  • Ensured compliance with industry regulations through comprehensive audits and evaluations of QA systems.
  • Managed multiple projects simultaneously, prioritizing tasks effectively to achieve project goals on schedule.
  • Influenced positive organizational change by advocating for best practices in quality assurance methodologies and tools within the company culture.
  • Conducted regular performance evaluations for QA team members, setting clear expectations and goals for professional development.

Administrative Assistant/Office Manager

TruGreen
02.2008 - 03.2014
  • Assisted Executive Team, Training and Development, Human Resources
  • Payroll
  • Assisted with selecting new hires and the onboarding
  • Coordinated Travel and Event
  • Remedy procurement card purchases through Concur for the leadership team along with my own
  • Accounts Payable
  • Recruiting and hiring
  • Managed security system and access control
  • Inventory
  • Helped facilitate construction and opening of new facility for 150+ associates

Customer Service/ Accounts Receivable

TruGreen
08.2003 - 02.2008
  • Collected past due balances and provided solutions for future payment options
  • Positive customer interactions and provided resolution to concerns
  • Called customer base to notify we were coming out for a service
  • Verification of sales calls

Education

Associates Degree -

Saint Petersburg College
Clearwater, FL
01.2007

Skills

  • Creovai (previously Tethr) Insight Builder Certified
  • Experienced with Microsoft Office tools
  • Power BI data visualization
  • Strategic organizational oversight
  • Advanced Zingtree user
  • Experienced Engage XM specialist
  • Qualtrics Brand Administration expert
  • Bright Training Platform management
  • Quality assurance strategy
  • Project Management
  • Training and mentoring
  • Test case design

Timeline

Lead Quality Assurance Specialist

TruGreen
03.2014 - Current

Administrative Assistant/Office Manager

TruGreen
02.2008 - 03.2014

Customer Service/ Accounts Receivable

TruGreen
08.2003 - 02.2008

Associates Degree -

Saint Petersburg College

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