Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jennifer Osburn

Axtell

Summary

Diligent CSR with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.

Overview

15
15
years of professional experience

Work History

Project Manager

Big Ben Dry Cleaning
03.2024 - Current
  • Assisted in coordinating project timelines and deliverables across multiple teams.
  • Supported project documentation efforts to ensure accuracy and compliance with standards.
  • Engaged in team meetings to provide updates and gather feedback on project progress.
  • Learned to utilize project management software for tracking tasks and milestones effectively.

Customer Service Representative

Working Solutions
01.2020 - 03.2024
  • Resolved customer inquiries and issues effectively through active listening and problem-solving techniques.
  • Assisted in processing orders and managing customer accounts using CRM software.
  • Maintained accurate records of customer interactions to ensure seamless follow-up and service continuity.
  • Collaborated with team members to streamline communication processes, enhancing overall efficiency.
  • Implemented feedback mechanisms to gather client input, contributing to improved service standards.
  • Ensured compliance with company protocols while handling sensitive customer information securely.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

General Manager

Big Ben Dry Cleaning
01.2015 - 10.2021
  • Directed operational strategies to enhance productivity and efficiency across multiple departments.
  • Implemented performance metrics to evaluate employee effectiveness and drive continuous improvement initiatives.
  • Cultivated strong relationships with stakeholders to align operational goals with corporate objectives.
  • Oversaw budget management, ensuring resource allocation aligned with strategic priorities and organizational growth.
  • Streamlined workflows by integrating advanced project management tools, resulting in improved project delivery timelines.
  • Developed and implemented strategies to increase sales and profitability.
  • Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.

Direct Care Professional

Mexia State Supported Living Center
12.2010 - 01.2015
  • Provided compassionate support to individuals with disabilities, enhancing daily living skills and independence.
  • Developed and implemented personalized care plans tailored to individual needs and preferences.
  • Monitored client behavior and health status, ensuring a safe environment and timely interventions.
  • Collaborated with healthcare professionals to coordinate services, improving overall care quality.
  • Trained and mentored new staff on best practices in direct care and client engagement strategies.
  • Advocated for clients' rights, ensuring access to necessary resources and services within the community.
  • Ensured a safe and comfortable environment by maintaining clean and organized living spaces for clients.
  • Assisted patients with handling daily chores and errands by transporting to appointments, cleaning personal spaces, and purchasing supplies.

Education

High School Diploma -

Mart High School
Mart, TX
05-2009

Skills

  • Project management
  • Project planning
  • Project planning and development
  • Project scheduling
  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Call center operations
  • Appointment scheduling
  • Administrative support
  • Technical support

Timeline

Project Manager

Big Ben Dry Cleaning
03.2024 - Current

Customer Service Representative

Working Solutions
01.2020 - 03.2024

General Manager

Big Ben Dry Cleaning
01.2015 - 10.2021

Direct Care Professional

Mexia State Supported Living Center
12.2010 - 01.2015

High School Diploma -

Mart High School

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