Jennifer Henderson
Oak Park,IL
Summary
Results-driven professional specializing in escalation management and issue resolution. Expertise in collaborating with cross-functional teams to drive operational improvements and boost customer satisfaction. Demonstrated success in implementing strategies that enhance service delivery and resolve complex issues efficiently.
Overview
19
19
years of professional experience
Work History
Operations Analyst
Instawork
07.2024 - 11.2025
- Conducted training sessions for staff on updated procedures and systems.
- Communicated findings to stakeholders to facilitate informed decision-making.
- Identified operational and performance issues, and worked with managers to resolve concerns.
- Reviewed customer feedback surveys and identified opportunities for enhancing the customer experience.
- Collaborated with internal stakeholders to identify areas for improvement within operational systems.
- Led complex customer escalations to ensure timely resolution of issues.
- Presented findings to management, executive leadership, and fielded questions to help refine strategies.
- Collaborated with teams to streamline workflow and enhance efficiency.
- Provided support in project management initiatives across various departments.
- Managed relationships with external vendors, providing essential services or supplies.
- Collaborated with teams to streamline processes and enhance service delivery.
Senior Operations Specialist
Instawork
07.2022 - 07.2024
- Coordinated operational workflows to enhance service efficiency for clients.
- Managed customer escalations to ensure timely resolution of complex issues.
- Collaborated with cross-functional teams to address customer concerns effectively.
- Documented escalation processes to enhance team knowledge and efficiency.
- Analyzed customer feedback to identify trends and improve service delivery.
- Maintained a high level of quality assurance throughout the escalation process.
- Investigated customer complaints and identified root cause of the issue.
- Monitored ongoing escalations for resolution progress.
- Managed multiple customer accounts simultaneously while providing superior service.
- Conducted follow-up calls with customers to ensure satisfactory resolutions were achieved.
- Interfaced with internal departments to ensure timely resolution of escalated cases.
- Worked closely with other teams to identify trends in escalated cases.
- Researched, analyzed, and resolved complex customer inquiries.
- Performed research on customer inquiries prior to escalating them for further review.
- Utilized various software programs such as Salesforce, Zendesk to track escalations and document resolutions.
- Managed multiple projects simultaneously while meeting deadlines consistently.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Community Operations Specialist
Instawork
San Francisco, California
10.2021 - 07.2022
- Assisted with customer requests and answered questions to improve satisfaction.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Recognized by management for providing exceptional customer service.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Reviewed payment discrepancies and resolved issues promptly through effective communication.
- Processed payments for various clients in a timely manner.
- Managed customer inquiries and concerns through various communication channels.
- Trained new team members on resolution protocols and best practices.
- Provided insights on customer needs to enhance service offerings and support strategies.
Outreach Specialist
Gift of Hope
Itasca, Illinois
03.2017 - 11.2021
- Developed outreach strategies to engage community members in support of organ donation.
- Coordinated educational events to raise awareness about organ and tissue donation.
- Collaborated with local organizations to promote donor registration initiatives.
- Managed social media campaigns to enhance community engagement and outreach efforts.
- Trained volunteers on best practices for effective outreach and donor communication.
- Traveled throughout service area to educate community, met with people interested in receiving services and represented agency before wide range of professional constituencies.
- Implemented community outreach and engagement plans to reach vulnerable communities.
- Facilitated supportive services and counseling for family members to address special concerns and ease transition during home visits.
- Maximized community outreach, developing customer, public and government rapport to strengthen branding initiatives.
- Cultivated and developed relationships with existing and potential referral sources, identified new partners, uncovered untapped opportunities, and raised brand awareness.
- Collaborated with community-based organizations and key stakeholders to address community initiatives.
Marketing Specialist
Costco
Chicago, Illinois
07.2006 - 07.2017
- Coordinated events and product demonstrations to showcase new offerings effectively.
- Organized promotional events to increase brand awareness and customer engagement.
- Identified potential markets and market segments with desired customers and gaps for optimum product demand.
- Assisted customers with inquiries and provided product information.
- Resolved customer complaints efficiently and professionally.
- Utilized customer service software for tracking interactions.
- Engaged customers to enhance their overall experience.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
Education
Bachelor of Arts - Marketing Communications
Columbia College
Chicago, ILSkills
- Process improvement
- Project management
- Customer feedback analysis
- Workflow optimization
- Relationship management
- Customer relationship management
- Issue resolution
- Staff training
- Adaptability
- Problem solving
- Escalation management
- Cross-functional collaboration
Timeline
Operations Analyst
Instawork
07.2024 - 11.2025
Senior Operations Specialist
Instawork
07.2022 - 07.2024
Community Operations Specialist
Instawork
10.2021 - 07.2022
Outreach Specialist
Gift of Hope
03.2017 - 11.2021
Marketing Specialist
Costco
07.2006 - 07.2017
Bachelor of Arts - Marketing Communications
Columbia College