JENNIFER K. RIZZO
Carpentersville,IL
Summary
Experience in many forms of customer service/client/parent and student relations. Solid foundation in resolving customer inquiries and improving service processes. Successfully enhanced customer satisfaction through effective communication and problem-solving improvements.
Overview
29
29
years of professional experience
Work History
Customer Service Analys
Oxcart Permit Systems
07.2020 - Current
- Assist multiple types of customers who use permit systems software for both buying and issuing permits
- Work with developers and programmers to provide timely resolution when issues arise
- Respond to inquiries, resolve complaints
- Conduct monthly financial statement reviews for quality assurance
- Periodic testing of the system
- Manage GIS data collection from government agencies and addition to the system
Middle School Spanish Teacher
Westminster Christian School
08.2019 - 05.2023
- Began a Middle School Foreign Language program together with the principal and Head of School
- Selected curriculum to be used
- Established a blend of language and cultural learning in the classroom
- Maintained lesson plans and grades weekly
- Monitored student progress through projects and assessments
- Supplemented curriculum with multiple outside resources
Special Projects Coordinator for Head of School
Westminster Christian School
08.2019 - 05.2020
- Updated much of the school’s website content including photos
- Researched and gathered data on potential donors/partners to assist Advancement Director
- Assisted with Receptionist duties and attendance maintenance in system
- Communicated with families regarding satisfaction surveys/managed codes for survey completion
High School Spanish Teacher
Westminster Christian School
08.2018 - 05.2019
- Created and executed lesson plans for Spanish 1 and Spanish 2 students
- Updated grades and lesson plans weekly
- Regularly met and assisted students that requested extra help
- Learned and implemented classroom management tactics
- Conducted weekly devotions with first period class
- Wrote assessment of Foreign Language Program at Westminster for ACSI visit and evaluation
High School Administrative Assistant
Westminster Christian School
08.2017 - 08.2018
- Assisted principal with scheduling and calendar management
- Prepared documents for handbooks
- Prepared weekly communications for teaching team and school newsletter
- Communicated in writing with parents on a regular basis, especially regarding retreat information, graduation and senior information and many details involved in switching to a digital book and 1:1 device system
- Proofread and prepared communication from principal
- Assisted students with health issues
- Assisted teachers with various questions and needs
- Scheduled and phone screened candidates for open teaching positions
- Researched new ways to recruit teachers
- Initiated new communication policies and processes with fellow admin team members regarding Interim class details
- Built and added new classes to internal system
- Organized and executed graduation ceremony, senior dinner, senior retreat, senior picture collection, and information from seniors for graduation program
- Coordinated college visits from admissions counselors
- Submitted expense and reimbursement forms
- Managed substitute needs when filled internally
- Coordinated and executed graduation ceremony together with high school guidance counselor
Substitute Administrative Assistant and Teacher
Westminster Christian School
04.2016 - 05.2017
- Performed various administrative tasks assigned to Elementary, Middle School and Front Desk assistants
- Executed lesson plans and manage classrooms for absent teachers in Elementary, Middle and High schools
Office Manager
Carlson Marketing Group
03.2003 - 04.2004
- Researched and resolved multiple logistical, service and invoice issues originating from office move that took place prior to hire date
- Managed monthly invoice submissions to accounts payable
- Maintained and updated phone and voicemail system as necessary
- Managed office services, equipment and supplies
- Conducted research on prospective companies
- Managed detailed preparation process for incentive booth at client's national conference
- Promoted incentive trips at client's 9 day national conference
- Coordinated all details of 2 day Chicago Sales Summit meeting
- Planned and coordinated team training
- Supported team members as necessary on prospecting and marketing project efforts
Assistant, Adult Ministries Department
Harvest Bible Chapel
09.2002 - 01.2003
- Performed the following duties related to integration and adult education:
- Served as a resource on classes, events, and small groups via phone and e-mail
- Registered prospects and/or members for assimilation events and classes
- Ensured materials were prepared and organized details prior to classes and events
- Scheduled and managed volunteers
- Compiled, organized and distributed statistics generated from assimilation events and course evaluation forms
- Helped create and implement small group interest and placement tracking system
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Organized and detail-oriented with a strong work ethic.
Business Analyst
Hewitt Associates
10.1997 - 10.2001
- Responsibilities in the administration of pension plans for Fortune 500 clients included:
- Project Manager
- Managed annual production of Hourly Benefit Statements for over 5000 people:
- Led client meetings
- Created work plan for project team
- Wrote and submitted project plan/budget to client for approval
- Ran internal team status meetings
- Created, ran and analyzed reports on the Pension Administrator System to determine eligible groups of participants, and review benefit information for accuracy and quality
- Managed annual Actuarial Valuation project:
- Organized and led kickoff meeting with actuaries and internal team members
- Created work plan for project team
- Managed extensive testing process
- Worked with batch analyst to ensure quality delivery of data
- Managed data investigations and worked with actuaries to resolve issues
- Managed Monthly Benefit Payment Process:
- Ensured 8-10 million dollars in pension benefits were paid out on time each month
- Handled special payment requests from client
- Managed timely delivery of files by working closely with batch analyst and bank contact
- Managed reconciliation with bank each month
- Managed internal team requests for special payment situations and manual processes
- Ongoing tasks included:
- Managing plan provision and system coding change projects
- Serving as a coach to less experienced team members
- Serving as overall resource to team for billing and time recording questions during manager’s maternity leave
- Coordinating transfers of system changes to the client
- Ensuring that quality checks had been completed before transfer to client occurred
- Tester
- Put together training schedule and led internal training sessions for new hires
- Analyzed and developed client requirements document and plan provisions to determine and document correct administrative procedures
- Developed test plans and tested the Pension Administrator when coding changes were made
- Tested the Pension Administrator for quality assurance before delivery to the client
- Communicated with client and worked to resolve their system issues and respond to their questions
- Processed Early Retirement Window Calculations
- Conducted candidate interviews
- Participated in recruiting dinners
- Participated in role descriptions for candidates
- Instructed Defined Benefits Testing Workshop
- Facilitated Time Recording Information sharing session for team
Trainer / Lead System Test Operator
Xerox
08.1995 - 09.1997
- Coordinated tours, introductions, and training sessions for new employees in the System Test group
- Trained all incoming operators in Design Verification Testing
- Simulated customer training being developed for use in the marketplace
- Worked with instructional designers on customer training materials
- Quality checked written reports of machine issues
- Worked with testers to ensure accuracy of their written accounts
- Executed Test Plans on multi-functional digital product
- Gathered and recorded data utilizing an on-line system
- Aided in investigations and problem identification
- Use of: Windows ‘95, Excel, Word, Datalog Data System, Access and Labview
Education
Bachelor of Arts - International Economics and Business
Westminster College
New Wilmington, PA05.1995
Study Abroad Semester Program - Spanish Language
University of Valencia
Valencia, Spain12.1994
Skills
- Active Listening
- Customer Relations
- Follow-up skills
- Administrative Support
- Data Collection
- Staff Training
- Building rapport
- Quality Control
- Customer Education
- Proofreading
Leadership Experience
- Treasurer, Mortar Board National Senior Honor & Service Society
- Fund Raising Chair, Lambda Sigma Academic Honor Society
- Gracious Living Officer & Social Chair, National Social Sorority
Timeline
Customer Service Analys
Oxcart Permit Systems
07.2020 - Current
Middle School Spanish Teacher
Westminster Christian School
08.2019 - 05.2023
Special Projects Coordinator for Head of School
Westminster Christian School
08.2019 - 05.2020
High School Spanish Teacher
Westminster Christian School
08.2018 - 05.2019
High School Administrative Assistant
Westminster Christian School
08.2017 - 08.2018
Substitute Administrative Assistant and Teacher
Westminster Christian School
04.2016 - 05.2017
Office Manager
Carlson Marketing Group
03.2003 - 04.2004
Assistant, Adult Ministries Department
Harvest Bible Chapel
09.2002 - 01.2003
Business Analyst
Hewitt Associates
10.1997 - 10.2001
Trainer / Lead System Test Operator
Xerox
08.1995 - 09.1997
Bachelor of Arts - International Economics and Business
Westminster College
Study Abroad Semester Program - Spanish Language
University of Valencia
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