Jennifer Vila-Reed
Parrish,FL
Summary
Am a knowledgeable and dedicated customer service professional. My objective is to enter a rewarding career field, that provides opportunity for advancement, based on success. I pride myself on the ability to exceed company expectations and help improve processes through out of the box thinking and perseverance. I am willing to do what it takes to insure customer satisfaction and am willing to go beyond the call of duty. I am highly motivated, fast learning and possess strong verbal/written communication skills, along with a high work ethic.
Overview
7
7
years of professional experience
Work History
Account Services Representative
Shared Services Center
10.2023 - Current
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Clarified customer issues/escalations and determined root cause of problems to resolve product or service complaints.
- Trained staff on operating procedures and company services.
- Recorded account information to open new customer accounts.
- Executed payments over phone and handled payment plans and discounts.
- Managed over 50 customer calls per day.
Restaurant Manager
Laredo Taco Company
06.2022 - 10.2023
- Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
- Carefully interviewed, selected, trained, and supervised staff.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Led and directed team members on effective methods, operations, and procedures.
- Tracked daily sales transactions and invoices for accurate and updated financial reporting.
- Correctly calculated inventory and ordered appropriate supplies.
- Monitored inventory of supplies and purchased orders to maintain adequate stock levels.
- Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
- Conducted health, safety, and sanitation process evaluations to identify and remedy any violations immediately.
- Motivated staff to perform at peak efficiency and quality.
Job Gap (Child Birth)
NA
11.2021 - 11.2022
Account Service Representative
Shared Services Center
07.2020 - 11.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Clarified customer issues/escalations and determined root cause of problems to resolve product or service complaints.
- Trained staff on operating procedures and company services.
- Recorded account information to open new customer accounts.
- Executed payments over phone and handled payment plans and discounts.
- Managed over 50 customer calls per day.
Special Projects Lead
Inside Sales Solutions
11.2019 - 03.2020
- Responsible to lead non-standard projects, where there were no established process or had complexities.
- Data analytics read-out, to provide recommendations on go to market ideas.
- Quality assurance review, to ensure documentation is complete and accurate.
- Customer invoice assistance - Payment, processing, collections, customer payment detail accuracy review.
Customer Service Representative
TriNet
03.2017 - 02.2019
- Managed IB call, chat, and tickets for customer needs, questions and concerns.
- Maintained top 3 in department for CSAT (customer satisfaction scores)
- Primary point of contact for our clients, around questions and/or concerns around payroll.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Managed over 60 customer calls per day.
- Experience in navigating a SaaS platform
Education
Law Enforcement Certification -
Manatee Technical College
Bradenton, FL05.2015
High School Diploma -
Southeast High School
Bradenton06.2013
Skills
- Maintained customer satisfaction with ongoing communication and guidance, through steps and processes for account productivity
- SaaS
- Experience in working with Various CRM's HubSpot/Salesforce
- Managing tickets for customers with billing questions/concerns for resolutions
- Strategic account management
- Ability to track and manage tasks/tickets in an efficient manner
- Manage over 50 customer calls/chats/tickets per day
- Organization and documentation
- Data Entry and Maintenance
- Time Management
- Staff Training
Timeline
Account Services Representative
Shared Services Center
10.2023 - Current
Restaurant Manager
Laredo Taco Company
06.2022 - 10.2023
Job Gap (Child Birth)
NA
11.2021 - 11.2022
Account Service Representative
Shared Services Center
07.2020 - 11.2021
Special Projects Lead
Inside Sales Solutions
11.2019 - 03.2020
Customer Service Representative
TriNet
03.2017 - 02.2019
Law Enforcement Certification -
Manatee Technical College
High School Diploma -
Southeast High School
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