Jennifer Saldana
Newport News,VA
Summary
Energetic Consultant skilled at helping customers obtain maximum return on investment through cost-effective implementation of new systems. Dedicated to remaining present and available through full implementation cycle. Never takes clients' budgets for granted. Keen to rapidly and effectively help businesses grow through technological augmentation.
Overview
11
11
years of professional experience
Work History
Implementation Consultant II
Paylocity
Remote
04.2021 - Current
- Improved client satisfaction by providing tailored implementation solutions to meet their business needs.
- Streamlined project processes for enhanced efficiency and timely completion of implementation projects.
- Increased client retention with excellent communication and consistent follow-ups throughout the consultation process.
- Reduced implementation time, conducting thorough assessments and identifying potential challenges early in the process.
- Collaborated with cross-functional teams to ensure seamless integration and adoption of new systems for clients.
- Developed strong relationships with clients, fostering trust and long-term partnerships through professionalism and expertise.
- Enhanced team performance by providing mentorship and guidance to junior consultants on best practices in system implementations.
- Optimized client''s workflows, analyzing existing processes and recommending improvements during system integration.
- Delivered successful implementations for multiple industries, leveraging a deep understanding of diverse business requirements and technical specifications.
- Managed project risks effectively, establishing contingency plans and proactive issue resolution strategies to minimize disruptions during implementation.
- Conducted post-implementation reviews for continuous improvement opportunities in future projects.
- Maintained clear documentation of project progress, ensuring transparency among all stakeholders throughout the implementation process.
- Suggested solutions to developing problems during project so that correct modifications could be made.
- Explained complex, technology-related issues in basic, understandable terms to clients.
- Delivered exceptionally high level of professionalism and support to each client, upholding company's commitment to service.
- Communicated effectively with third-party personnel involved in implementation efforts, coordinating activities to maximize progress.
- Collaborated with internal departments to confirm timely and accurate delivery and implementation of customer orders.
- Adapted quickly to new technologies and tools, ensuring the ability to provide top-notch service regardless of the specific systems being implemented.
Bank Teller
BayPort Credit Union
Hampton, VA
12.2017 - 02.2021
- Improved customer satisfaction by efficiently processing transactions and addressing account inquiries.
- Streamlined teller operations for better workflow by implementing time-management strategies.
- Enhanced branch sales through cross-selling bank products and services to customers.
- Conducted daily audits of cash drawer, ensuring accuracy and compliance with bank policies.
- Established trust with clients by maintaining confidentiality and protecting sensitive financial information.
- Provided exceptional customer service, resulting in increased client retention and loyalty.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Assisted customers in opening new accounts, facilitating a smooth onboarding process for new clients.
- Collaborated with team members to achieve monthly sales targets and provide exceptional service to customers.
- Identified fraudulent activities by diligently monitoring transactions and reporting suspicious activity to management.
- Resolved customer issues promptly, fostering positive relationships between the bank and its clients.
- Educated customers on banking products, enabling them to make informed decisions about their finances.
- Processed loan payments accurately, contributing to the overall efficiency of branch operations.
- Supported branch management in achieving operational excellence through adherence to regulatory guidelines and internal procedures.
- Contributed to a welcoming branch environment by maintaining a clean and organized workspace for both staff members and customers alike.
- Exceeded personal sales goals consistently by proactively engaging with customers and identifying their financial needs.
- Increased efficiency within the teller line by sharing best practices among colleagues, leading to shorter wait times for customers.
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Participated in ongoing professional development programs offered by the bank, staying up-to-date with industry trends and enhancing job performance.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Turned in excess cash to maintain drawer security.
- Educated customers on online banking and mobile banking applications.
Customer Care Representative
Alight Solutions
San Juan, PR
03.2017 - 10.2017
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Contributed to team success, consistently achieving call center performance metrics.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Managed high call volume with exceptional professionalism and efficiency.
- Assisted in the development of internal processes aimed at enhancing overall team productivity levels within the call center environment.
- Provided constructive feedback on company products based on recurring client concerns, resulting in improvements that increased overall satisfaction rates.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Navigated multiple computer systems and applications to find information.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Customer Service Supervisor
Atento Puerto Rico
Caguas, PR
10.2012 - 03.2017
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
- Facilitated cross-functional initiatives between teams for improved coordination in addressing complex customer needs.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Coached employees through day-to-day work and complex problems.
- Championed a customer-centric approach within the team, consistently encouraging empathy and understanding when interacting with clients.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
Education
No Degree - Pharmacy Technology
Dewey University
Hato Rey, PRHigh School Diploma -
King High School
Tampa, FL05.2005
Skills
- Implementation Management
- Problem Solving
- Time Management
- Client Relationship Management
- Quality Assurance
- Telephone and Email Etiquette
- Critical Thinking
- Attention to Detail
- Project Planning
- Spanish Translation
Languages
Spanish
Native or Bilingual
Timeline
Implementation Consultant II
Paylocity
04.2021 - Current
Bank Teller
BayPort Credit Union
12.2017 - 02.2021
Customer Care Representative
Alight Solutions
03.2017 - 10.2017
Customer Service Supervisor
Atento Puerto Rico
10.2012 - 03.2017
No Degree - Pharmacy Technology
Dewey University
High School Diploma -
King High School