Summary

Overview

Work History

Education

Skills

Accomplishments

Education Certifications

Timeline

Jennifer Lameijer

Chapel Hill,NC

Summary

Ambitious professional with extensive experience in engaging and managing online communities. Proven track record of delivering high-quality results and achieving company objectives. Recognized for strong communication and collaboration skills, contributing to exceptional service delivery. Committed to continuous learning and professional growth.

Overview

years of professional experience

Work History

Community Manager

Vistage Worldwide

San Diego, CA

05.2018 - Current

Stay up-to-date on industry trends, best practices, and policies related to online community management
Create and curate content to share across 11 online communities
Identify opportunities for engagement and growth within the community
Develop and execute crisis management plans as needed
Create and produce virtual and in-person events for the Network participants
Moderate member community discussion boards and ensure that the Vistage community guidelines are being followed
If a guideline has been violated, work with the contributor to bring the post into compliance

International Operations Manager

Vistage Worldwide

San Diego, CA

09.2017 - 03.2018

Advocate and liaison for the 21 Global Partners of Vistage and TEC in the following areas:
Marketing/ Branding
Website and IT education
International Learning & Development alignment
Training Workshops/ Coordination for the largest International Vistage Event

Client Services Manager

Vistage Worldwide

San Diego, CA

05.2016 - 07.2017

Devised and published metrics to measure the organization's success in delivering world-class customer service
Solved unresolved customer issues
Strong leader of customer support staff
Managed workflow to exceed quality service goals
Facilitated inter-departmental communication to effectively provide customer support
Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals
Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals

Client Services Advisor

Vistage Worldwide

San Diego, CA

02.2014 - 05.2016

Responsible for both the customer service experience and member retention efforts for the organization- a single point of contact for all the constituents (members, coaches, speakers)
Met/ exceeded quota on member re-engagements each quarter
Provided online training for hundreds of CEOs coaches
Coordinated placement for the appropriate speaker in hundreds of meetings throughout the Mid-Atlantic region

Account/ Project Manager

MICROS Systems Inc.

San Diego, CA

01.2013 - 02.2014

Function as a communication focal point and oversee escalated problem resolution in:
Customer Support, Implementation, Maintenance/ Contract, and Research and Development services
Facilitate add-on and new sales based on current customer growth potential
Complete cycle management for any new projects for these customers
Work to ensure long-term customer retention

Technical Project Manager

MICROS Systems Inc.

Columbia, MD

08.2010 - 01.2013

Responsible for all aspects of project management for multi-location hotels and restaurants for beta and non-beta implementations
Specialized in cloud-based SaaS products
Coordinate all activities of project personnel to ensure project progresses on schedule and within budget
Develop and maintain technical and project documentation
Highly involved with all customer-related events

Operations Manager

MICROS Inc.

Columbia, MD

01.2007 - 08.2010

Managed overall operations for over forty-five first and second-level customer support technicians in a twenty-four hour/ 7 day a week environment
Analyze and propose models for continuing Customer Service and employee improvement through Direct communication and interaction with the Executive management to ensure budgetary regulations on staff
Ensure daily employee productivity is maximized while creating an environment with little turnover
Guaranteed employee satisfaction by developing several employee incentive programs based on dedication and high work productivity
Consistently provide employees with statistics of performance via Crystal Report and Avaya Software applications

Customer Support Supervisor/ Training Specialist

MICROS Systems Inc.

Columbia, MD

08.2006 - 01.2007

Managed day-to-day operations of forty-plus Customer Support Center representatives
Liaison between the Support Center Representatives and senior sales representatives to serve customers
Train all new employees in a two-week self-created training course, which instructs all new employees about procedures/policies and the goals and expectations of their position
Provide ongoing training sessions to strengthen technical skills
Implemented a new trainee program and documented trainee guide

Customer Support Analyst

MICROS Systems Inc.

Columbia, MD

08.2005 - 08.2006

Answer incoming customer calls promptly and/or take assignments of cases from others
Resolve customer software issues
Support Implementation personnel with technical questions
Document all case activities thoroughly to ensure customer satisfaction within Clarify CRM

Education

Bachelor of Arts - Psychology

Shepherd University

Shepherdstown, WV

01.2005

Skills

Online community engagement
Community strategy development
Customer focus
Content creation and curation
Community best practices
C-suite collaboration

Client account management
CRM proficiency
Microsoft Office Suite expertise
Communication excellence
Service standard adherence
Staff training and development

Accomplishments

Rookie of the Year Award- Vistage, Client Services Team 2015
Customer Service Award- Vistage, Client Services Team 2015
Wellness Committee- Vistage Worldwide- Chair 2016 & 2017
Culture Club- Vistage Worldwide- Founding Member

Education Certifications

Bachelor of Arts, Psychology, 2005, Shepherd University, Shepherdstown, WV
Health and Life Coach Certified