Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jennifer Kremer

Northville

Summary

Dynamic Account Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management.

Overview

19
19
years of professional experience

Work History

Account Manager

SYSCO Food Services
12.2024 - Current
  • Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
  • Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
  • Selected correct products based on customer needs, product specifications and applicable regulations.
  • Presented professional image consistent with company's brand values.
  • Met with customers to discuss and ascertain needs, tailor solutions and close deals.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Attended monthly sales meetings and quarterly sales trainings.

Customer Service Representative

US Foods
05.2023 - 11.2024
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Updated account information to maintain customer records.

Customer Resolution Specialist

DTE Energy
04.2022 - 04.2023
  • Recorded details of conversations, complaints and actions taken in CRM.
  • Defined loyalty offer strategy to maximize ROI while staying within budget constraints.
  • Identified and assessed customer's needs quickly and accurately.
  • Completed retention-focused projects from scoping through execution.
  • Collaborated with teams to resolve customer complaints and drive customer experience.
  • Surpassed sales goals through implementation of effective marketing strategies.
  • Developed and updated databases to handle customer data.
  • Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
  • Implemented and developed customer service training processes.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Provided ongoing guest service.
  • Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
  • Recommended products to customers, thoroughly explaining details.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

Front Desk Receptionist

Infineon Technologies
08.2021 - 04.2022
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
  • Resolved customer issues quickly and notified supervisor immediately when problems escalated.
  • Coordinated pick-up and delivery of express mail services.
  • Transcribed phone messages and relayed to appropriate personnel.

Cafe Manager

Speedway LLC
07.2020 - 12.2020
  • Trained cafe employees to consistently exceed customers' expectations and provide superior service.
  • Managed display products effectively to achieve consistent sales with minimal waste.
  • Minimized risks of cross-contamination and infection by directing team members to regularly clean and sanitize surfaces.
  • Filled in for absent employees in any position in cafe, keeping operations efficient even when short-handed.
  • Forecasted demand and scheduled employees effectively to handle coverage needs.
  • Handled business administration functions such as payroll, cash register counting and supply ordering.
  • Responded to emergencies and events occurring outside business hours.
  • Secured daily cash by verifying totals and making nightly deposits.

Shift Manager

RaceTrac
03.2020 - 06.2020
  • Excelled in every store position and regularly backed up front-line staff.
  • Trained and mentored new employees to maximize team performance.
  • Managed schedules, accepted time off requests and found coverage for short shifts.
  • Tracked receipts, employee hours and inventory movements.
  • Cooperated with coworkers to improve customer experience and manage storefront.
  • Trained back-up associates and led crew members in managing operations of storefront.
  • Modernized and improved operational procedures to increase productivity and profitability while tightly controlling costs.
  • Exercised composure under pressure and in escalated customer service scenarios.
  • Checked building to confirm maintenance and cleaning met code and regulations.
  • Assisted management team in developing and creating welcoming atmosphere for crew members to voice complaints.
  • Kept employees operating productively and working on task to meet business and customer needs.
  • Supervised employees and oversaw quality compliance with company standards for food and services.
  • Adhered to company standards and compliance requirements for operations and cleanliness of areas.
  • Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
  • Evaluated performance, adjusted strategies and maintained agile, sustainable operations.
  • Devised new promotional approaches to boost customer numbers and market penetration while enhancing engagement and driving growth.
  • Coached crew members to optimize performance and motivate toward more efficient work.
  • Worked closely with team members to schedule breaks and shifts to meet state regulations.

Bartender and Server

Kingsway Country Club
01.2020 - 03.2020
  • Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
  • Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
  • Explained menu items and suggested appropriate options for food allergy concerns.
  • Worked with POS system to place orders, manage bills and handle complimentary items.
  • Increased sales significantly by upselling higher-end products to customers.
  • Used slow periods to restock supplies, ice, trays and delivery bags.
  • Cultivated warm relationships with regular customers.
  • Supervised restocking of salad bar and buffet for lunch and dinner service.
  • Noted special patron requests and followed up with kitchen to confirm delivery.
  • Kept register accurate through correct billing, payment processing and cash management practices.
  • Checked identification for minimum age for sale of alcoholic beverages.

Bartender

Meadowbrook Country Club
04.2016 - 04.2019
  • Crafted special drink and cocktail menu items for seasonal offerings.
  • Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
  • Developed new signature cocktails to support bar marketing brand and increase profits.
  • Kept alcoholic beverages well-stocked and organized to meet expected demands.
  • Trained new bartenders on drink preparation, product promotion, garnish preparation and sanitation protocol.
  • Followed strict recipes and drink measurements to minimize product used.
  • Conducted regular inventory count to keep bar and drink supplies stocked, avoiding expensive rush orders.
  • Followed alcohol awareness procedures for preventing excessive guest intoxication.
  • Updated drink menu with creative cocktails, contemporary wines and craft beers.
  • Polished glassware, bussed tables and removed debris to keep customer areas clean.
  • Served high customer volumes during special events, nights and weekends.

Office Manager/Executive Assistant

Buckle Family Chiropractic
09.2018 - 01.2019
  • Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
  • Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns.
  • Maintained computer and physical filing systems.
  • Evaluated employee records and productivity and submitted evaluation reports.
  • Coordinated special projects and managed schedules.
  • Implemented project management techniques to overcome obstacles and increase team productivity.
  • Oversaw work processes and performed quality control tasks to increase revenue and reduce production times.
  • Developed standard operating procedures for all administrative employees.
  • Analyzed data related to administrative costs and spending trends to prepare budgets for personnel.
  • Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.

Customer Service Agent

American Airlines
09.2014 - 10.2015
  • Communicated with clients regarding account services, statements, and balances.
  • Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Provided primary customer support to internal and external customers.
  • Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.
  • Conferred with management and vendors to discuss defective and unacceptable services and determine corrective action.
  • Sought out extra training opportunities to enhance customer relationship management abilities.
  • Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements.
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services and facilities.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations and leading conversations to bookings.
  • Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
  • Prepared customer invoices, accepted payments and processed refund and cancellation requests.
  • Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.

Biller / Cashier

Tom Holzer Ford
04.2015 - 10.2015
  • Executed billing tasks and recorded information in company databases.
  • Collected data to complete detailed financial reports for stakeholders and management.
  • Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
  • Identified, researched and resolved billing variances to maintain system accuracy and currency.
  • Generated and submitted invoices based upon established accounts receivable schedules and terms.
  • Completed and processed purchase orders and customer invoices each quarter.
  • Followed up with appropriate parties to obtain prompt payments.
  • Checked insurance eligibility by making appropriate phone calls and conducting research on services rendered.
  • Kept all patient information secure and confidential.

Server, Bartender and Banquet Captain

The Inn At St John's
04.2013 - 07.2015


  • Banquet, Wedding / Corporate Events 400+ people
  • Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
  • Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
  • Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
  • Noted special patron requests and followed up with kitchen to confirm delivery.
  • Supervised and mentored kitchen and serving staff.
  • Oversaw timeliness and quality of food delivery at high-volume events.
  • Organized and oversaw food service training to educate employees on resetting tables, relaying orders to cooks and upselling food and beverages.
  • Bussed and reset tables to keep dining room and work areas clean.
  • Checked identification for minimum age for sale of alcoholic beverages.
  • Supervised restocking of salad bar and buffet for lunch and dinner service.
  • Delegated tasks to staff members to maximize production under tight deadlines.
  • Organized banquet storage and surrounding areas to facilitate access to products and materials.
  • Integrated service and team management strategies to boost business profits.

Key Manager/ Sales Lead

Victoria's Secret
08.2006 - 09.2014
  • Counted registers and cleaned and secured shop at end of shift.
  • Listened to and addressed customer concerns using creative problem-solving in accordance with company guidelines.
  • Directed employees to create displays, upsell featured items and tidy store during assigned shifts.
  • Developed professional relationships to improve retention of key customers.
  • Assisted with scheduling, interviewing and other administrative tasks to boost success successful store.
  • Learned entire catalog of items to improve recommendations and increase upsells to customers.
  • Utilized exemplary negotiation skills to obtain manufacturing service agreements and assure quality standards.
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.
  • Established team priorities, maintained schedules and monitored performance.
  • Reviewed established policies and procedures to take on temporary leadership positions, motivate employees and facilitate smooth [Type] operations.

Administrative Assistant/ Project Coordinator

Nationwide Technical & Executive Search
10.2012 - 03.2013
  • Performed accounting activities by preparing expense reports, purchase orders and invoices.
  • Maintained knowledge of office procedures and policies relating to cash reports, register checkups, deposits and checks.
  • Operated calculator, computer and other general office equipment and totaled checks, cash and credit cards from previous day.
  • Maintained vendor contract and licensing expiration data.
  • Assisted new employees with new-hire paperwork and reviewed for completeness.
  • Updated various internal reports, collected and compiled data and performed follow-up.
  • Managed executive calendars to strategically coordinate meetings and appointments.

Front Of The House Management

Outback Steakhouse
03.2007 - 12.2012
  • Supervised dining table set-up to prepare for diversity of event types, following strict service standards.
  • Reorganized bar and dining area, increasing efficiency.
  • Maintained positive team environment by encouraging teamwork and respect in accordance with company mission.
  • Drove excellent customer service through coaching, role modeling and incorporating customer feedback to reinforce and improve quality of service.
  • Demonstrated leadership by keeping up with cleanliness and organization and delegating roles to employees.
  • Supervised staff of 50 through motivational coaching and effective training programs for service and sales techniques.

Customer Service Communications Consultant

Verizon Wireless
12.2011 - 10.2012
  • Engaged customers in conversation to uncover needs with probing questions and overcome objections using persuasive techniques.
  • Audited documentation to identify errors and documented findings for review and action.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Documented customer calls in full to minimize confusion in future calls and facilitate complete resolutions to individual issues.
  • Collected and verified application data such as employment histories and financial documentation to determine plan eligibility.
  • Troubleshot customer service issues with methodical approach, eliminating impossible quickly and focused on implementing relevant, actionable solutions.
  • Multitasked effectively to simultaneously handle website chat and telephone customers' needs.
  • Communicated with management about trends in customer calls to help team efficiency and success.
  • Collaborated with sales and service departments to implement proactive changes based on customer feedback, leading to direct drop in customer complaints.

Education

Bachelor of Applied Science - Business Management

Keiser University

Associate - Business Management

Southern Maine Community College

Associate - Business Management

Edison College

High School Diploma -

Westlake High School

Skills

  • Account development
  • Preparing contracts
  • Account management
  • Sales
  • Client meetings
  • Performance tracking
  • Account servicing skills
  • Customer needs assessment
  • Sales meetings and orientations
  • Relationship building
  • Project management

Timeline

Account Manager

SYSCO Food Services
12.2024 - Current

Customer Service Representative

US Foods
05.2023 - 11.2024

Customer Resolution Specialist

DTE Energy
04.2022 - 04.2023

Front Desk Receptionist

Infineon Technologies
08.2021 - 04.2022

Cafe Manager

Speedway LLC
07.2020 - 12.2020

Shift Manager

RaceTrac
03.2020 - 06.2020

Bartender and Server

Kingsway Country Club
01.2020 - 03.2020

Office Manager/Executive Assistant

Buckle Family Chiropractic
09.2018 - 01.2019

Bartender

Meadowbrook Country Club
04.2016 - 04.2019

Biller / Cashier

Tom Holzer Ford
04.2015 - 10.2015

Customer Service Agent

American Airlines
09.2014 - 10.2015

Server, Bartender and Banquet Captain

The Inn At St John's
04.2013 - 07.2015

Administrative Assistant/ Project Coordinator

Nationwide Technical & Executive Search
10.2012 - 03.2013

Customer Service Communications Consultant

Verizon Wireless
12.2011 - 10.2012

Front Of The House Management

Outback Steakhouse
03.2007 - 12.2012

Key Manager/ Sales Lead

Victoria's Secret
08.2006 - 09.2014

Associate - Business Management

Southern Maine Community College

Associate - Business Management

Edison College

High School Diploma -

Westlake High School

Bachelor of Applied Science - Business Management

Keiser University

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