Jennifer R. Carriaga
Rio Rancho
Summary
Dynamic, results-oriented professional with extensive experience in project coordination and process improvement. Recognized for successfully driving initiatives that streamline operations and enhance productivity. Demonstrated expertise in fostering teamwork and adapting to evolving project needs while maintaining a strong focus on achieving objectives. Committed to delivering high-quality results through strategic planning and effective communication.
Overview
17
17
years of professional experience
Work History
Service Project Coordinator
Lowes Home Improvment
02.2024 - Current
- Coordinated project schedules and resources to ensure timely completion of deliverables.
- Facilitated communication between customers, stores and vendors to enhance collaboration and project alignment.
- Maintained project documentation and reports for tracking progress and compliance.
- Implemented process improvements that streamlined workflows and boosted my teams efficiencies.
- Led regular status meetings to assess project health, address issues, and realign objectives.
- Trained new team members on project management tools and best practices for successful onboarding.
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
- Created job files for each project and maintained current data in each file.
- Coordinated cross-functional teams to achieve seamless collaboration in achieving project objectives.
- Played an active role in brainstorming sessions held for the purpose of generating innovative ideas/solutions which could potentially be incorporated into existing/new projects being undertaken by the company.
- Improved client satisfaction with timely updates and transparent communication throughout the project lifecycle.
- Facilitated frequent progress reports and presentations to keep management informed about ongoing activities within their respective domains.
- Elevated overall quality of completed projects by consistently monitoring progress and addressing issues proactively.
- Implemented change management processes that minimized disruptions while maintaining forward momentum on projects.
Customer Service/Escalations Specialist
Verizon Wireless
04.2009 - 01.2024
- Inbound customer service specialist handling various call types as needed. Took part in one of the top saves teams in the center and companywide. Assisted with answering any questions regarding general account information, to complex billing or account issues. Troubleshoot device issues along with working with other departments to resolve various technical issues with devices and equipment. Daily helped out long time customers with any issues and ensured that services worked as expected. Deescalated tough situations with angry customers and assisted them with their concerns, which often kept them from leaving the company for another provider. Did so by making each interaction with my customers a personalized conversation, never just a transaction and by consistently finding resolutions to often very tough situations. Achieved awards and recognition throughout my career there, while maintaining top performer numbers both internally and nationally. Continuously asked to share best practices with my peers by providing floor support and peer development skills training. Also had minimal repeat callbacks from customers I interacted with. Became very proficient in delivering training materials in small or large settings to better improve internal and external processes.
- Developed training materials to enhance team knowledge and operational efficiency.
- Followed all company policies and procedures to deliver quality work.
- Implemented new training programs for staff, leading to higher employee retention rates and better overall performance.
- Developed training materials to enhance staff proficiency and productivity.
Executive Relations Specialist/Trainer
Numotion
05.2019 - 10.2023
- Executive relations coordinator in charge of inbound customer service, handling multiple chats of varying natures, creating new orders for equipment requests, as well as service requests sent in online. Along with monitoring Numotion social media accounts and responding accordingly to irate or frustrated customers in a timely manner. Available to assist the National Customer Care Center with calls that need to be routed to the appropriate branch location, department or individual. Also available to take escalated calls from the National Customer Care Center in order to listen, empathize and if necessary diffuse escalated customer concerns while looping in the necessary members of management in order resolve the issue and build a stronger relationship. Ensured that all communications regarding escalations are uploaded and documented. Successfully answered 99% of chats that came in within 60 seconds or less. As well as owned and handled 20% of all of the cases that came in through Salesforce. Facilitated training for new hires as well as new concepts and initiatives the team would be taking on. Consistently recognized by my peers and leadership for my superior attention to detail and customer service de-escalation skills; as well as being recognized for going above and beyond by developing customized solutions for every customer and situation I encountered.
Education
None - Computer Programming
CNM University
Albuquerque, NM06.2005
High School Diploma - General Studies
Rio Rancho High School
Rio Rancho, NM05.2003
Skills
- Problem-solving
- Project coordination
- Time management
- Detail-oriented
- Project management
- Documentation management
- Critical thinking
- Flexible and adaptable
- Attention to detail
- Customer service
- Team leadership
- Workload management
- Quality assurance
- Training and development
- Deadline adherence
- Resource coordination
- Remote team management
- Continuous improvement
Honors & Activities
- Trained my peers on new initiatives that the company was introducing.
- Supported teams at times when supervisors were in meetings or at other events that caused them to be unavailable for assistance.
- Facilitated huddles to go over new information and incentives.
- Assisted in situations where customers had escalated and were irate.
- Consistently recognized for "outside the box" thinking to often come up with various unique solutions to customer issues.
- Successfully answered 99% of chats that came in within 60 seconds or less As well as owned and handled 20% of all of the cases that came in through Salesforce.
- Facilitated training for new hires as well as new concepts and initiatives the team would be taking on.
Timeline
Service Project Coordinator
Lowes Home Improvment
02.2024 - Current
Executive Relations Specialist/Trainer
Numotion
05.2019 - 10.2023
Customer Service/Escalations Specialist
Verizon Wireless
04.2009 - 01.2024
High School Diploma - General Studies
Rio Rancho High School
None - Computer Programming
CNM University