Jennifer Little
South Jordan,UT
Summary
My name is Jennifer Little, I am 29 years old. I moved to Utah in 2017 with my boyfriend and son. 2020 we had our daughter. 2021 we got married. I have worked in the customer service industry for about 13 years. I have management, supervisor, team lead, coach, SME, and analytic backgrounds. I give my all to my positions, and I am always looking to improve and promote higher within the company!
Overview
13
13
years of professional experience
Work History
SME (Subject Matter Expert)
StubHub
Draper, UT
05.2022 - Current
- Began as a customer service phone representative, moved up to Tier 2 (assistant supervisor), and ultimately achieved the position of SME (Subject Matter Expert).
- Supported agents through answering questions, providing coaching, resolving customer cases proficiently, as well as producing Excel spreadsheets and PowerPoint presentations.
- Developed effective communication channels between internal departments as the SME.
- Achieved promotion to the role of POS technical specialist analyst (Point of Sale).
- Identified areas of improvement in operational processes and procedures within SME.
- Monitored operations and reviewed records and metrics to understand company performance.
- Demonstrated resilience and flexibility in handling change
- Displayed strong telephone etiquette, effectively handling difficult calls.
Business Analyst
Acima Credit
Draper, UT
04.2021 - 04.2022
- Commenced career as a customer service representative, excelled to the role of QA Analyst, and eventually achieved the position of Collections Coach
- Earned promotion to the position of Business Analyst focused on report generation, timesheet management using Excel and Google Suite tools. Collaborated closely with ADP while utilizing SQL for data analysis.
- Constructed a comprehensive Doc360 knowledge base for the entire organization.
- Developed reports using SQL queries to track progress against key performance indicators.
- Conducted detailed business analysis, outlining problems, opportunities, and solutions for a business.
- Gathered and organized data to analyze current company trends.
Sales Representative / Customer Service Rep
Complete Recovery
Salt Lake City, UT
10.2020 - 03.2021
- Handled selling and marketing efforts for Amazon Key for business on the Amazon platform
- Assisted customers on the Comcast side by managing equipment returns, bill payments, and inquiries.
Assistant Manager
Popeye's Restaurants
West Jordan, UT
10.2018 - 02.2020
- Aided the general manager in various responsibilities ranging from team coordination to time card management and payroll handling, guaranteeing exceptional service standards as well as proficiently managing opening and closing duties.
Customer Service Representative
Teleperformance
Salt Lake City, UT
05.2018 - 10.2018
- Assisted USAA bank customers by answering inbound calls and handling their various financial queries.
Collector/Team Lead
Yessio
Midvale, UT
04.2017 - 04.2018
- Managed debt collection within the loan department
- Successfully transitioned into a team lead position.
- Led a team, overseeing metrics to identify areas for improvement and actively contributing toward agent success
Document Processor
Data Dimensions
Clinton, IA
12.2015 - 01.2017
- Managed the sorting and processing of classified documents for the VA and government.
Crew Member/Cashier/Manager
Wendy's
Clinton, IA
05.2013 - 12.2015
- Served as crew member, cashier, and assistant manager at Wendy's fast food restaurant.
Education
High school or equivalent in GED -
Skills
- Call Center
- Customer Service
- Management
- Fast food
- Customer Support
- Customer Care
- Microsoft Word
- Microsoft Outlook
- Billing
- Typing
- Inventory Control
- Computer Skills
- Cash Handling
- People Person
- Time Management
- Sales Experience
- Supervising Experience
- Financial Services
- Food Service
- Food Handling
- Food Safety Experience
- Accounting
- Data Entry
- Communications
- Telemarketing
- Cold Calling
- Assistant Manager Experience
- Administrative Experience
- Upselling
- Medical Records
- Leadership Experience
- Business analysis
- Collections
- Coaching
- Microsoft Excel
- Google Docs
- Google sheets
- Google slides
- Team Management
- Business Intelligence
- Requirements Gathering
- Administrative and business operations
- Payroll
- SQL
- Live Chat
- Microsoft SQL Server
- Quality Assurance
- Slack
- Leadership
- ADP
- UKG
- Salesforce
- Phone etiquette
- Organizational skills
- Training and mentoring
- Expertise in subject matter
- Professional Demeanor
- Analytical Skills
- Experience in leadership
- Excellent Communication
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
SME (Subject Matter Expert) - StubHub
05.2022 - Current
Business Analyst - Acima Credit
04.2021 - 04.2022
Sales Representative / Customer Service Rep - Complete Recovery
10.2020 - 03.2021
Assistant Manager - Popeye's Restaurants
10.2018 - 02.2020
Customer Service Representative - Teleperformance
05.2018 - 10.2018
Collector/Team Lead - Yessio
04.2017 - 04.2018
Document Processor - Data Dimensions
12.2015 - 01.2017
Crew Member/Cashier/Manager - Wendy's
05.2013 - 12.2015
Clinton Community College - High school or equivalent in GED,