Jennifer Serpe
Waretown,NJ
Summary
Accomplished Operations Manager with a proven track record at Santander Bank Us, enhancing operational efficiency and customer service. Expert in workforce planning and problem-solving, Having led significant improvements in transaction security and team performance. Through leadership fostered a collaborative environment, driving innovation and reducing fraud, showcasing goal-oriented approach and critical thinking skills.
Overview
24
24
years of professional experience
Work History
Service Department Manager
Carters Heating and Cooling
05.2019 - Current
- Optimized inventory management processes, reducing excess stock while ensuring availability of critical parts when needed.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Resolved customer complaints in professional and timely manner.
- Manage a team of technicians, ensuring timely completion of projects and high-quality workmanship.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
- Streamlined scheduling procedures, optimizing technician deployment to maximize productivity and minimize client wait times.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Manage high volume of calls per day while scheduling many appointments along with emergency service calls
Operations Manager, Banking Finance
Santander Bank Us
06.2000 - 05.2019
- Implemented risk management strategies to minimize potential losses and maintain compliance with industry regulations.
- Played a key role in organizational restructuring efforts aimed at improving efficiency levels while maintaining optimal staffing ratios.
- Managed a high-performing team, fostering a collaborative environment and mentoring junior staff members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- High volume location with approximately 100 to 200 customers per day while answering multiple phones calls and emails daily
- Interacted well with customers to build connections and nurture relationships.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Facilitated smooth collaboration between departments through clear communication channels.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Reduced operational risks while organizing data to forecast performance trends.
- Introduced innovative solutions to enhance transaction security measures, reducing instances of fraud significantly within the organization.
- Oversaw daily operations at multiple branches, ensuring consistency in service standards across all locations.
- Evaluated employee performance regularly, providing constructive feedback and opportunities for professional development.
Education
Associate of Arts - Business Management
Ocean County College
Toms River, NJ06-2020
Skills
- Operational Efficiency
- Service Scheduling
- Workforce Planning
- Warranty Administration
- Positive Attitude
- Customer Service
- Problem-Solving
- Reliable and Responsible
- Multitasking and Organization
- Goal-Oriented
- Critical Thinking
- Trustworthy and Honest
- Employee Training and Development
Timeline
Service Department Manager
Carters Heating and Cooling
05.2019 - Current
Operations Manager, Banking Finance
Santander Bank Us
06.2000 - 05.2019
Associate of Arts - Business Management
Ocean County College