Jennifer Hermes
Wellfleet,MA
Summary
Accomplished Owner/Manager at Self, adept in small business operations and customer relations, significantly enhanced client satisfaction and financial growth through strategic planning and relationship building. Expert in CRM and maintaining professionalism under pressure, I led a team to exceed performance metrics, fostering a culture of collaboration and innovation.
Overview
15
15
years of professional experience
Work History
Owner/Manager
Self
Hampden, MA
06.1990 - 08.2005
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Consulted with customers to assess needs and propose optimal solutions.
- Hired trained, and managed a high-performing team of employees dedicated to achieving company goals.
- Trained and motivated employees to perform daily business functions.
- Established a positive workplace culture that fostered employee engagement, collaboration, and loyalty.
- Negotiated contracts with suppliers for better pricing and terms, reducing overall costs for the business.
- Achieved financial growth with strategic planning, cost control measures, and targeted marketing efforts.
- Organized and attended trade shows and special events to showcase products, network with other businesses and attract new customers.
- Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
- Evaluated industry competition regularly to maintain a competitive advantage in the marketplace.
- Successfully navigated challenging economic conditions by making informed decisions that protected the business''s financial stability.
- Mentored staff members on best practices in customer service and sales techniques, leading to increased performance levels.
- Expanded product offerings by researching market trends and identifying potential growth opportunities.
- Trained and developed team members to build human capital.
- Established, optimized and enforced business policies to maintain consistency across industry operations.
- Cultivated forward-thinking, inclusive and performance-driven company culture to lead industry innovations.
- Discovered areas of improvement by generating quarterly operational and sales reports.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Interacted well with customers to build connections and nurture relationships.
- Trained and guided team members to maintain high productivity and performance metrics.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Managed senior-level personnel working in marketing and sales capacities.
Education
Graduate - Nursing
Minnechaug Regional High School
Wilbraham, MANursing
Harvard University
Cambridge, MASkills
- Customer Relations
- Small business operations
- Relationship Building
- Verbal and written communication
- Call center experience
- Empathy Display
- Complaint Handling
- Customer Service
- Teamwork and Collaboration
- Computer Skills
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Calm Under Pressure
- Problem Resolution
- Sales Transactions
- Professional telephone demeanor
- Language Fluency
- Order Processing
- Sales expertise
- Customer Relationship Management (CRM)
- POS Systems and Ordering Platforms
- Billing Adjustments and Refunds
- Multi-line phone talent
- Multi-Line Phone Systems
Accomplishments
Successful business of training horses, breeding,and selling foal. Competing at high level of prelim, great customer relations. Also had a desk job back in 1994 at the MSPCA and excelled and moved up quickly just for the summer. Went up in the business in just a few short weeks. Then went back to school after the summer of 1994 still ran my business
Timeline
Owner/Manager
Self
06.1990 - 08.2005
Graduate - Nursing
Minnechaug Regional High School
Nursing
Harvard University