- English - Expert
Jennifer Pao
Orlando
Summary
Dynamic customer service supervisor with over 10 years of experience in contact centers and customer-facing roles, skilled in leading remote teams of 20+ in both Residential Moves and Business Services. Proven track record of achieving exceptional performance metrics, including a 94% quality assurance rating and 95% schedule adherence, while consistently driving top-tier sales results and ensuring high levels of customer satisfaction. Expertise in workforce coordination, escalation resolution, process improvement, and cross-functional collaboration provides a strong foundation for enhancing team effectiveness. Seeking a senior operations management role to leverage skills in a full-time, remote position, with a focus on enhancing the customer experience and optimizing key performance indicators (KPIs).
Overview
24
24
years of professional experience
1
1
Certification
Work History
Supervisor
TSI
04.2024 - Current
- Supervisor of over twenty agents within the Residential Moves Department, specifically focusing on the Carolinas/Florida Region, with concurrent responsibility for overseeing and managing the Business Services Team to ensure optimal performance and service delivery across both departments.
Supervisor
Telafects LLC
08.2023 - 03.2024
- Supervisor of 20+ agents in the Residential Moves Department for the Carolinas. This role involved overseeing and guiding a team of agents, ensuring efficient operations, and maintaining high standards within the residential moving services provided across the Carolinas region. Key responsibilities included performance management, training, conflict resolution, and strategic planning to optimize team performance and customer satisfaction.
Customer Service Representative
Telafects LLC
07.2022 - 08.2023
- Received inbound calls for company's client, Duke Energy, assisting new and existing customers with starting, stopping, and transferring service.
Key Achievements:
* Achieved a QA score of 94%.
* Recognized as a top sales agent.
* Maintained a schedule adherence score of 95%.
Customer Service Representative/Key holder-Supervisor
Winn Dixie
12.2018 - 06.2019
- Head Cashier
Duties:
* Assisted customers with checkouts.
* Supported cashiers and baggers.
* Verified cash drawers.
* Provided cashiers with change and small bills.
* Managed the customer service desk, which included:
* Tobacco and lottery ticket sales
* Payroll check cashing
* Western Union wire transfers (send and receive)
* Rain check distributional Cashier
* Assisted customers with checkouts at the register.
* Offered support to all cashiers and baggers.
* Verified cash drawers at the end of each cashier's shift.
* Provided change and small bills to cashiers as needed.
* Managed the customer service desk, which included:
* Tobacco and lottery ticket sales
* Payroll check cashing
* Western Union wire transfers (send and receive)
* Rain check distribution
Sales Associate Account Manager Customer Service Team Leader
ITI Networks
02.2008 - 02.2018
- SalesAssociate/Account Manager/Customer Service Team Leader
Daily Duties:
* Provide customer service to various phone/DSL/long distance providers.
* Prepare paperwork associated with DSL upgrades and bundling services.
* Answer incoming phone calls for the company.
* Train new employees. Associate Account Manager Customer Service Team Leader Daily Duties - Customer Service to various phone/DSL/long distance providers
- Prepare paperwork associated with DSL upgrades & bundling services
- Answer incoming phone calls for the company
- Train new employees
Settlement Processor/Underwriter/Notary
Virginia Title and Escrow, LLC
07.2002 - 01.2008
- Here's a detailed list of your responsibilities and skills:
Responsibilities:
* Open and manage settlement files
* Issue title binders
* Communicate with Lenders regarding upcoming closings
* Order inspections
* Obtain payoffs
* Communicate with Buyers and Sellers
* Prepare HUD1's
* Prepare final title policies
Skills:
* Proficient in Dictation/Transcription
* Proficient in operating several computer software packages and programs including: Word Perfect, WP Windows, Microsoft Office Professional, SoftPro, and ProTrust.
Education
Associates Degree - Liberal Arts
Northern Virginia Community College
Woodbridge, VA01.2001
Skills
- Proficient in Outlook
- Proficient administrative support specialist
- Proficient in Word
- Proficient in administrative operations for 10 years
- Strategic account oversight
- Proficient in policy evaluation
- Detailed account reconciliation
- Employee relations and engagement
- Service excellence
- Excel proficiency
- Experienced in software tools
- Proficient in Microsoft Office
- Digital conversation tracking
- Operational leadership
- Training and mentoring
- Goal oriented
- Staff management
Certification
Food Handler Certification
Languages
Timeline
Supervisor
TSI
04.2024 - Current
Supervisor
Telafects LLC
08.2023 - 03.2024
Customer Service Representative
Telafects LLC
07.2022 - 08.2023
Customer Service Representative/Key holder-Supervisor
Winn Dixie
12.2018 - 06.2019
Sales Associate Account Manager Customer Service Team Leader
ITI Networks
02.2008 - 02.2018
Settlement Processor/Underwriter/Notary
Virginia Title and Escrow, LLC
07.2002 - 01.2008
Associates Degree - Liberal Arts
Northern Virginia Community College
Awards
Exceptional Customer Service May 2019
Quality Shout-out Award October 2022
Quality Shout-out Award December 2022
Quality Shout-out Award January 2023
Quality Shout-out Award April 2023
Quality Shout-out Award May 2023
Elevating Excellence Award June 2025
Assessments
- Management & Leadership Skills: Impact & Influence — Expert November 2020 Choosing the most effective strategy to inspire and influence others to meet business objectives Full results: Expert
- General manager (hospitality) — Highly Proficient June 2021 Solving group scheduling problems and reading and interpreting P&L statements Full results: Highly Proficient
- Customer focus & orientation — Highly Proficient June 2021 Responding to customer situations with sensitivity Full results: Highly Proficient
- Work style: Reliability — Proficient July 2022 Tendency to be reliable, dependable, and act with integrity at work Full results: Proficient