Jennifer Henderson
Oak Park,IL
Summary
Customer Success professional experienced in improving retention, product adoption,
and customer satisfaction across SaaS, startup, and nonprofit environments. Skilled in
streamlining processes, leading strategic initiatives, and building strong client
relationships to support growth, efficiency, and mission-driven goals. Excels in fastpaced
settings while maintaining compliance and delivering effective solutions.
Overview
19
19
years of professional experience
Work History
Operations Analyst
Instawork
Chicago, IL
07.2024 - 11.2025
- Managed high-priority escalations by partnering with internal teams to deliver timely, effective resolutions.
- Streamlined workflows to reduce resolution times and improve service quality.
- Analyzed customer feedback, case trends, and performance data to identify root causes and improve service outcomes.
- Identified operational gaps and implemented process improvements to enhance compliance and quality.
- Collaborated with Product, Support, Operations, and Sales teams to enhance systems and customer experience.
- Presented insights and recommendations to leadership to support customer success and operational improvement initiatives.
- Facilitated training on updated systems and workflows to improve consistency and team effectiveness.
- Processed payment transactions using financial software systems with accuracy and attention to detail.
Senior Operations Specialist
Instawork
Chicago, IL
07.2022 - 07.2024
- Coordinated daily operational processes to enhance service delivery and streamline turnaround times.
- Resolved complex customer escalations while maintaining strong client relationships and service standards.
- Partnered with cross-functional teams to implement customer-focused solutions and address recurring operational issues.
- Conducted root cause analysis and documented escalation procedures to improve consistency and prevent repeat issues.
- Reviewed customer feedback and performance trends to identify actionable process improvements.
- Maintained quality assurance standards throughout the escalation lifecycle to support compliance and service excellence.
- Used Salesforce and Zendesk to manage cases, document outcomes, and provide actionable reporting to leadership.
- Managed multiple accounts and priorities simultaneously while meeting service-level expectations.
- Engaged directly with customers to assess needs and provide tailored support, ensuring high satisfaction through follow-up.
Community Operations Specialist
Instawork
Chicago, Illinois
10.2021 - 07.2022
- Delivered responsive customer support across multiple channels, resolving issues to enhance customer satisfaction.
- Troubleshot complex issues and applied effective solutions to support customer needs.
- Resolved billing and payment discrepancies through clear communication and timely follow-through.
- Processed client payments accurately while maintaining compliance and service expectations.
- Mentored colleagues on service standards and resolution practices, supporting onboarding and team development.
- Earned recognition for delivering strong customer service and creative problem-solving.
- Communicated customer feedback and recurring issues to leadership, informing service improvements and strategies.
Outreach Specialist
Gift of Hope
Itasca, Illinois
03.2017 - 11.2021
- Managed digital outreach and social media, enhancing visibility and audience engagement.
- Executed outreach initiatives, increasing community awareness and participation.
- Represented the organization throughout the service area, building relationships with community members and partner organizations.
- Identified partnership opportunities to enhance outreach and align with organizational goals.
- Trained volunteers and staff on communication best practices and community engagement strategies.
Marketing Specialist
Costco
Chicago, Illinois
07.2006 - 07.2017
- Coordinated events and product demonstrations, increasing audience engagement and showcasing key offerings.
- Executed promotional campaigns to enhance visibility and engage target audiences.
- Used customer service and CRM tools to track interactions, document outcomes, and support marketing strategy.
- Identified operational gaps and market opportunities, leading to service improvements and business growth.
Education
Bachelor of Arts - Marketing Communications
Columbia College
Chicago, ILSkills
Data analysis
- Process improvement
- Project management
- Operational efficiency
- Customer relationship management
Escalation management
- Customer retention
- SaaS solutions
- Microsoft Office Suite
- Financial software
- Cross-functional collaboration
- Team training
- Customer support
- Social media management
- Community engagement
- Root cause analysis
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