Jennifer Rhynard
Tucson,AZ
Summary
Developed leadership and team management skills in fast-paced environment, consistently ensuring efficient operations and team cohesion. Adept at problem-solving, conflict resolution, and performance improvement, with focus on achieving organizational goals. Looking to transition into new field while leveraging transferable skills to contribute effectively.
Overview
13
13
years of professional experience
Work History
Supervisor
Kelly Service - Apple Project
05.2018 - Current
- Lead and managed a team of 5 Team Leads and their Advisors to success.
- Enhanced team performance by conducting regular training sessions and offering constructive feedback.
- Championed a customer-centric culture, emphasizing the importance of empathy and understanding when interacting with clients, leading to increased customer satisfaction scores over time.
- Identified opportunities for process improvements, implementing changes that led to increased productivity within the team.
- Facilitated regular meetings with other supervisors to share best practices and discuss ongoing challenges faced by the customer support department.
Team Lead
Kelly Service - Apple Project
08.2015 - 05.2018
- Managed a team of customer support representatives, providing ongoing training and development opportunities.
- Actively participated in company-wide initiatives aimed at enhancing overall customer satisfaction across multiple touchpoints.
- Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
- Completed performance evaluations and weekly coaching to more effectively meet KPIs.
Quality Analyst
Kelly Service - Apple Project
05.2013 - 08.2015
- Responsible for monitoring customer service interactions (calls, emails, etc.) to evaluate agent performance against established standards.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Conducted regular audits to identify areas of improvement, leading to increased customer satisfaction levels.
- Served as a trusted advisor to senior management on matters related to quality assurance, contributing valuable insights that informed strategic decision-making processes.
Tier 2 Apple Senior Advisor
Kelly Service - Apple Project
01.2013 - 05.2013
- 2nd level Technical Support for Apple IOS Devices
- Maintained open lines of communication with customers throughout the escalation process, ensuring their needs were addressed with care and transparency.
- Introduced proactive measures for identifying potential escalations before they occurred, allowing for early intervention and resolution when possible.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly.
Tier 1 Apple Advisor
Kelly Service - Apple Project
08.2012 - 01.2013
- Technical Support for Apple IOS Devices
- Streamlined internal communication processes to improve overall efficiency within the Apple Advisor team.
- Contributed to team success by consistently meeting or exceeding performance metrics in sales and service quality.
- Provided personalized assistance for device setup, configuration, and troubleshooting, enhancing user experiences.
- Tailored communication style according to individual customer preferences, creating a more personalized service experience.
Skills
- Training and mentoring
- Goal oriented
- Staff management
- Customer service
- Attention to detail
- Complex Problem-solving
- Windows and Mac OS/hardware
- Microsoft Office
- Multiple CRM Programs
- Analytical thinking
- Processes and procedures
Timeline
Supervisor
Kelly Service - Apple Project
05.2018 - Current
Team Lead
Kelly Service - Apple Project
08.2015 - 05.2018
Quality Analyst
Kelly Service - Apple Project
05.2013 - 08.2015
Tier 2 Apple Senior Advisor
Kelly Service - Apple Project
01.2013 - 05.2013
Tier 1 Apple Advisor
Kelly Service - Apple Project
08.2012 - 01.2013
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