Jennifer Kelly
Lehigh Acres
Summary
Dynamic leader with a proven track record at Christian Care Ministries, specializing in customer retention and conflict resolution. Expertise in performance analysis and strategic thinking led to enhanced member satisfaction and improved retention metrics. Skilled in mentoring teams and implementing innovative solutions to optimize operations and achieve business objectives.
Overview
23
23
years of professional experience
Work History
Customer Retention Supervisor – Call Center
Christian Care Ministries
Melbourne
01.2023 - Current
- Lead and coach a team focused on member retention and conflict resolution.
- Handle complex escalations with empathy and efficiency.
- Partner with sales and support teams to boost retention metrics.
- Build a service culture rooted in care and professionalism.
- Monitored competitive trends to ensure retention strategies remained effective and relevant.
- Developed and implemented strategies to improve customer retention rates.
- Performed customer negotiations to reach fair conclusion for both business and customer.
- Analyzed customer data to identify trends in customer behavior.
- Mentored junior retention specialists, sharing knowledge and best practices to enhance team performance.
Team Lead – Call Center
Christian Care Ministry
Melbourne
01.2022 - 01.2023
- Led and developed a team of 10 representatives, driving performance and ensuring adherence to KPIs
- Conducted coaching sessions and performance reviews to improve team effectiveness and individual growth
- Analyzed key performance indicators to identify trends, set goals, and guide team strategy
- Delivered training on sales techniques and service protocols, increasing team sales efficiency
- Managed high-level escalations, providing solutions and maintaining positive client relationships
Member Relationship Specialist – Call Center
Christian Care Ministry
Melbourne
08.2021 - 12.2021
- Provided exceptional customer service to retain membership base and resolve member concerns efficiently
- Collaborated with cross-functional teams to troubleshoot member issues, contributing to improved service quality
- Resolved escalated issues using problem-solving strategies to enhance overall member satisfaction
Founder & Operator
Stickify Vinyl LLC
Fort Myers
10.2017 - 08.2021
- Established and scaled custom vinyl business, achieving significant growth and profitability.
- Managed e-commerce operations, social media presence, product design, and fulfillment processes.
- Achieved perfect customer satisfaction through prompt service and meticulous attention to detail.
- Analyzed performance indicators to identify trends and inform team strategy effectively.
- Provided leadership support during organizational changes to maintain stability and focus.
- Monitored key performance metrics to uphold quality standards consistently.
- Oversaw corrective action plans addressing structural and departmental challenges.
- Fostered company culture promoting teamwork, innovation, and excellence.
Office Manager
Cape Christian
Cape Coral
02.2017 - 05.2018
- Kept the team equipped and the office running smoothly.
- Supported pastoral staff and oversaw guest communications.
- Handled sensitive issues with discretion and care.
Assistant Store Manager
Dollar General
East Hampton
01.2014 - 10.2017
- Supervised store operations and trained team members.
- Managed inventory and cash audits.
- Led a strong customer service culture.
Sales & Finance Manager
Columbia Motor Sports
Columbia
01.2002 - 12.2010
- Led East Coast sales operations and topped performance rankings.
- Handled financing, insurance, and contract processes.
- Balanced sales goals with customer satisfaction.
Education
Associate’s Degree - Christian Counseling
Liberty University
Remote01.2019
Medical Assisting Program -
Lincoln Technical College
New Britain, CT01.2012
High School Diploma -
Hamden High School
Hamden, CT01.2001
Skills
- Leadership and mentoring
- Customer retention and loyalty
- Conflict resolution and escalation
- Operational oversight
- Strategic thinking
- Call center optimization
- Business and financial management
- Creative problem solving
- Performance analysis
- KPI tracking
- Sales support
- Process improvement
- Team leadership
Certifications And Assessments
- Supervisory Skills – Proficient
- Call Center & Customer Service – Proficient
- Sales Skills & Customer Focus – Proficient
- Management & Leadership – Proficient
- Administrative & Attention to Detail – Proficient
- Reliability & Professionalism – Proficient
Accomplishments
- Peer of the Year FY 2022
- Number 2 in Sales FY 2022
Timeline
Customer Retention Supervisor – Call Center
Christian Care Ministries
01.2023 - Current
Team Lead – Call Center
Christian Care Ministry
01.2022 - 01.2023
Member Relationship Specialist – Call Center
Christian Care Ministry
08.2021 - 12.2021
Founder & Operator
Stickify Vinyl LLC
10.2017 - 08.2021
Office Manager
Cape Christian
02.2017 - 05.2018
Assistant Store Manager
Dollar General
01.2014 - 10.2017
Sales & Finance Manager
Columbia Motor Sports
01.2002 - 12.2010
Associate’s Degree - Christian Counseling
Liberty University
Medical Assisting Program -
Lincoln Technical College
High School Diploma -
Hamden High School