Jennifer Roman
Elmwood Park,IL
Summary
Accomplished professional adept at managing diverse projects under tight deadlines. Skilled problem solver with strong communication, planning, and decision-making abilities. Customer Service Representative known for exceptional oral and written communication, active listening, and analytical problem-solving skills. Dedicated to enhancing customer experiences through service-oriented behaviors, understanding customer needs, and delivering tailored solutions to foster loyalty.
Overview
26
26
years of professional experience
1
1
Certification
Work History
CCP Supervisor
Sahara Home Care
Melrose Park, IL
05.2019 - Current
- Provide support and assistance to clients and home care aides
- Manage large caseloads efficiently and prioritize duties
- Maintain and update clientele files and required documentation
- Build professional relationships with case managers and case management units
- Help expand business through word-of-mouth and networking
- Conduct home visits in Lombard and surrounding suburbs
- Update caseload on weekly basis
- Boosted team morale and performance, organizing regular training sessions and motivational meetings.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
Customer Complaints Representive
Shell Corporation
Chicago, IL
06.2016 - 06.2019
- Processed customer complaint tickets promptly to increase customer satisfaction.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Responded to customer requests for initial call back, services, and company information.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Exercised leadership capabilities by successfully motivating and inspiring others
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
Project Coordinator
Superior Corp. (Home Depot)
06.2014 - 03.2017
- Wrote technical narratives to document processes and design changes.
- Prepared meeting agendas and minutes for distribution and record keeping.
- Analyzed project performance data to identify areas of improvement.
- Arranged travel and accommodation for team members and project partners.
- Managed competing demands and professionally adapted to frequent change, delays and unexpected events.
- Maintained open communication by presenting regular updates on project status to customers.
- Responded to requests for information on materials to inquiring parties.
- Established rapport and engaged with stakeholders to build lasting professional relationships.
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Photocopied, distributed and emailed documents to project managers.
- Maintained database and spreadsheets with accurate inventory and status.
- Provided input and feedback on departmental initiatives, directives and strategies to contribute to project success.
- Tracked project and team member performance closely to quickly intervene in mistakes or delays.
- Tracked hours and expenses to keep project on task and within budgetary parameters.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Developed and implemented project plans and budgets to ensure successful execution.
- Created job files for each project and maintained current data in each file.
- Kept corporate and client information confidential, adhering to data safety measures.
- Reported regularly to managers on project budget, progress and technical problems.
Customer Service Representative
Stericycle Inc
01.2011 - 05.2014
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Answered 50+ customer telephone calls promptly to avoid on-hold wait times
- Cross-trained and provided backup support for organizational leadership
- Enhanced productivity levels by anticipating needs and delivering outstanding support
- Responded proactively and positively to rapid change
- Created and maintained detailed database to develop promotional sales
- Offered advice and assistance to customers, paying attention to special needs or wants
- Participated in team meetings and training sessions to stay informed about product updates and changes
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management
- Developed and updated databases to handle customer data
- Resolved associate, tool and service delivery issues revealed by statistical reports
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests
- Reached out to customers after completed sales to suggest additional service or product purchases
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines
- Developed customer service policies and procedures to meet and exceed industry service standards
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Tracked customer service cases and updated service software with customer information
Flight Coordinator
DO & CO Chicago Catering, Inc.
01.2005 - 01.2011
- Inspected food preparation areas for safe and sanitary food-handling practices.
- Verified and packed correct quantities of meals, drinks, and supplies for flights.
- Increased plate presentation quality through unique garnishing techniques.
- Ensured plate presentation and food quality were of highest standard.
- Addressed any concerns or complaints quickly to improve service and escalated more advanced issues to management for resolution.
- Maintained knowledge of current menu items, garnishes, breads etc.
- Maximized efficiency by training new employees on company procedures and best practices
- Maintained flight and events logs, aircrew flying records and flight operations records of incoming and outgoing flights
Vault Teller
Dunbar Armored
09.1999 - 11.2005
- Counted, verified and handled bank deposits and armored car transactions
- Notified manager of equipment malfunctions and dispatched service to enhance security and reduce downtime
- Performed account maintenance by closing out accounts and changing customer addresses
- Balanced staff and vault at end of day and secured monies in accordance with established procedures
- Complied with security and internal control procedures and policies and conducted mandatory trainings to educate staff on new and existing processes
- Handled various accounting transactions
- Trained new tellers in processes and procedures for financial institution, answering questions and providing guidance
- Arranged monies received in cash boxes and coin dispensers according to denomination
Education
High School Diploma - undefined
American School Correspondence
Lansing, ILCosmetology License - Cosmetology Education
Empire Beauty School
Melrose Park, ILSkills
- Team coordination
- Project specifications
- Eligibility Verification
- Organization
- Administrative support
- Communication Skills
- Cash Handling
- Schedule oversight
- Problem Resolution
- Customer Service
- Account Reconciliation
- Project Organization
- Computer Literacy
- Communications Support
- Corporate Standards
- Calm and Professional Under Pressure
- Supervisor roles
LANGUAGES
Spanish
Certification
State of Illinois Department of Aging Certified
Timeline
CCP Supervisor
Sahara Home Care
05.2019 - Current
Customer Complaints Representive
Shell Corporation
06.2016 - 06.2019
Project Coordinator
Superior Corp. (Home Depot)
06.2014 - 03.2017
Customer Service Representative
Stericycle Inc
01.2011 - 05.2014
Flight Coordinator
DO & CO Chicago Catering, Inc.
01.2005 - 01.2011
Vault Teller
Dunbar Armored
09.1999 - 11.2005
High School Diploma - undefined
American School Correspondence
Cosmetology License - Cosmetology Education
Empire Beauty School