JENNIFER MADONNA
East Haven,CT
Summary
Dedicated professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
22
22
years of professional experience
Work History
Network Technician
Frontier Communications
02.2014 - Current
- Diagnosed and resolved hardware, software and network problems and replaced defective components.
- Work with outside vendors for fiber installations and service.
- Supported company acquisitions by training and developing over 30 team members with classroom and floor support.
- Troubleshot hardware and software to determine and rectify network problems.
- Supported users both local and by phone with problem resolution and education.
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Documented support procedures, processes and solutions in centralized systems, enabling user self-service.
- Assisted customers and technicians in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Use ticketing systems to manage and process actions and requests.
- Manage over 80-100 hotels providing high level of response to technical support needs.
- Promoted efficiency among departments with prompt resolution of system issues.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Customer Service Retention Specialist
Frontier Communications
01.2001 - Current
- Reduced process inconsistencies and effectively trained over 100 team members on best practices and protocols.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Trained staff on operating procedures and company services.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Trained new personnel regarding company operations, policies and services.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Promoted available products and services to customers during service, account management, and order calls.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Managed and motivated employees to be productive and engaged in work.
Education
Bachelor of Science - HUMAN RESOURCE MANAGEMENT
University of Phoenix
Tempe, AZ12.2015
Skills
- Network Troubleshooting
- Telephone Technical Support
- Microsoft Office
- Customer Relations
- CRM Software
- Technical Support
- Conflict Resolution
- Critical Thinking
- Calm and Professional Under Pressure
- Time Tracking
- Coaching and Training
- Verbal and Written Communication
- Key Performance Indicators (KPIs)
- Employee Scheduling
- Research
Additional Information
Completed Disney Institute Approach to Leadership Excellence Program.
Passion for Volunteering (Easter Seals, Toys for Tots, and Special Olympics).
Timeline
Network Technician
Frontier Communications
02.2014 - Current
Customer Service Retention Specialist
Frontier Communications
01.2001 - Current
Bachelor of Science - HUMAN RESOURCE MANAGEMENT
University of Phoenix
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