Summary
Overview
Work History
Education
Skills
Additional Information
Affiliations
Timeline
Generic

Jennifer Scero

North Tonawanda,NY

Summary

Enthusiastic Senior Operations Manager offering a 15+ year background overseeing production of goods and provision of services at AAA.

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

28
28
years of professional experience

Work History

Sr Manager of Contact Center Operations

AAA
01.2013 - Current
  • Manage day to day operations overseeing a team of 100+ associates
  • Directly lead the AAA training team and all programs surrounding learning at AAA
  • Manage employee-related issues encompassing labor, turnover and diversity.
  • Allocate resources to planned programs according to business objectives.
  • Boost team member productivity by enhancing performance monitoring and instituting motivational approaches.
  • Optimize costs to contribute to productivity, cost development and proficiency of central fulfillment operations.
  • Supported implementation of omnichannel strategies, automated chat and social messaging.

Manager of Contact Center Operations

AAA
01.2005 - Current
  • Promoted to the contact ctr team and tasked with implementation of the 1st concierge travel team
  • Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates, and facilitate open communication.
  • Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
  • Supervised operations team to support operational excellence and excellent customer service.
  • Other responsibilities included: overseeing the Route Production team, implementing a quality program, creating a work at home program
  • Expertise was gained in First contact resolution, complaint handling, and resolving objections/concerns in the workforce.
  • Taught employees how to collaborate on daily job tasks and achieve service targets.

Travel Branch Supervisor

AAA
01.2004 - 01.2005
  • Promoted to supervisor in the Buffalo Travel Center, based on success in sales and leadership potential
  • Delivered product and service quality and inspired team members to reach and maintain department goals and objectives.
  • Maintained scheduling for branch to keep shifts appropriately staffed.
  • Motivated, trained and disciplined employees to meet performance benchmarks.
  • Assisted front-line staff with handling difficulties, resolving problems and managing large transactions.
  • Oversaw opening and closing of branch and monitored overdrafts, wire transfers, collections and stop payment orders.
  • Collaborated with other supervisors to coordinate activities of individual team members and departments.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.

Travel Consultant

AAA
09.1995 - 09.2004
  • Worked closely with clients to understand unique needs and meet specific travel desires.
  • Organized trips for individual, family and business travelers.
  • Handled sensitive information with professionalism and discretion.
  • Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.
  • Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
  • Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.

Education

Associate of Science - Tourism And Travel Management

Bryant And Stratton College
Getzville, NY

Skills

  • Employee Coaching
  • Operations Management
  • Organizational Structuring
  • Special Promotions Planning
  • Quality Improvement Strategy
  • Training Initiatives
  • Goal Attainment
  • Performance Monitoring and Evaluation
  • Business Growth Initiatives
  • Hiring and Onboarding
  • Customer Loyalty
  • Constructive Feedback

Additional Information

Additional work experience:

2016-2018: Business owner of Dove Discoveries

1994-1995: Red Jacket Travel-Travel Advisor

1992-1995: Holiday Inn Downtown-Front Desk

1990-1993: Fashion Bug store- Assistant Manager

Affiliations

  • Participate in the United Way Day of Caring
  • Co-Chair AAA's ACT committee
  • Member of AAA's Women Driving Progress
  • Member of ABWA-WNY chapter

Timeline

Sr Manager of Contact Center Operations

AAA
01.2013 - Current

Manager of Contact Center Operations

AAA
01.2005 - Current

Travel Branch Supervisor

AAA
01.2004 - 01.2005

Travel Consultant

AAA
09.1995 - 09.2004

Associate of Science - Tourism And Travel Management

Bryant And Stratton College

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Jennifer Scero