Jennifer Richardson

Resolve complex issues by utilizing logical analysis and sound judgment to make informed decisions. Collaborate closely with multiple departments to ensure customers concerns are addressed and resolved. Support representatives by helping them understand the appropriate policies and procedures to resolve customer issue. Ensure compliance with regulations and departmental policies. Support the escalation campaign by ensuring representatives exhaust all options before transferring customers to a supervisor. Successfully improved and streamlined the death claims process workflow, reducing closure time from 30-60 days to 14-30 days. Led a Diversity, Equity, and Inclusion (DEI) committee subgroup focused on enhancing employee engagement and satisfaction. Received the Gold Status achievement and Manager's Spot Award for individual performance, leadership, and contributions to department.

Initiated automotive service and repair requests. Verified warranty and service contract coverage to confirm repair eligibility. Maintained comprehensive customer records for future reference. Served as a liaison between customers and technicians, addressing customer questions and concerns, ensuring customer's were well-informed and confident in their service decisions. Reviewed reports for accuracy and customized them to meet the specific needs of the service department. Analyzed data to identify performance metrics, customer trends, and increase sales. Developed and implemented a targeted follow-up outreach strategy using reporting to engage customers receiving service alerts for scheduling, leading to a 30% increase in appointment scheduling and a 20% boost in revenue. Analyzed schedule data to optimize service appointments for new customers on low-traffic days, enhancing relationship-building opportunities for service consultants, resulting in a 25% improvement in customer satisfaction surveys.

Led and inspired a team of specialists to tackle complex customer inquiries with confidence and excellence, setting high performance standards and fostering an environment of ongoing professional growth and strong teamwork. Collaborated with HR on full employee life cycle management, including recruitment, onboarding, performance evaluation, and succession planning. Played a key role in recruitment, identifying and nurturing top talent, while making strategic employment decisions that strengthened the organization. Championed human resources initiatives, supporting employee's well-being, engagement, and growth, while guiding the team to overcome challenges and achieve remarkable success.

Briefed the Director of Operations on performance metrics and opportunities, enabling informed strategic decisions. Guided peers in optimizing HR systems for managing key personnel processes. Managed onboarding process of new hires, focused on enhancing engagement and increasing retention. Spearheaded the development of a New Hire survey and retention plan for new employees, resulting in a 95% employee retention rate

Managed the rollout of Workday HR software for department managers, highlighting system benefits and conducting training sessions to ensure effective adoption. This transition resulted in increased management satisfaction, streamlined HR processes, and a significant reduction in administrative workload for the management team. Collaborated with HR to develop a structured improvement plan for underperforming employees, resulting in a 60% reduction in turnover rates, and 35% improvement in employee engagement scores.

Led and motivated a team of experts to effectively resolve customer issues through strong problem-solving and decision-making skills. Conducted trend analysis to identify performance opportunities and made strategic decisions aligned with company goals. Coached and developed employees to exceed departmental objectives by executing performance improvement plans. Spearheaded T-Mobile's adoption of the Team of Experts model which led to a 60% increase in customer satisfaction and a 26% decrease in service costs. Conducted comprehensive performance evaluations, performed annual compensations reviews, and collaborated with HR to evaluate current employee salaries against market index data. Facilitated the FMLA and special accommodation process for employees by guiding them through application requirements, ensuring compliance with documentation, providing updates on approval status, and monitoring employees parameters for compliance.

Identified top talent by evaluating candidates' skills and cultural fit, conducted interviews, and made informed hiring decisions. Led leadership development initiatives, offering mentorship and training to support employee transitions into new roles. Collaborated with HR to align leadership development initiatives with overall HR strategies, strengthening succession planning and supporting the organization's long-term workforce planning goals. Developed customized development plans, incorporating mentorship, leadership training, and stretch assignments to accelerate employee's readiness for leadership positions. These efforts resulted in a 20% increase in internal promotions, strengthening the organization's leadership pipeline and reducing the need for external hiring. Launched team building initiatives for financial care outbound department that enhanced morale and reduced turnover by 15%, contributing to a more cohesive work environment.