Jennifer Small
Tannersville
Summary
Personable and dedicated Customer Service Representative with extensive experience in private community and real estate industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
28
28
years of professional experience
Work History
Insider
Vocelli Pizza
Tannersville
10.2024 - Current
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Assisted with customer requests and answered questions to improve satisfaction.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Operated equipment and machinery according to safety guidelines.
- Maintained updated knowledge through continuing education and advanced training.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Completed routine maintenance and repair.
Receptionist
Jackson Hewitt
Mount Pocono
12.2021 - 04.2022
- Greeted clients warmly and directed them to appropriate agents.
- Managed incoming calls and routed them to relevant departments.
- Scheduled appointments and maintained a calendar for real estate agents.
- Processed client inquiries and provided information about properties.
- Greeted clients warmly and directed them to appropriate tax preparation services.
- Managed multi-line phone system, routing calls to relevant departments efficiently.
- Scheduled appointments for clients based on availability and service needs.
- Maintained organized filing systems for client records and documentation.
- Assisted clients with completing necessary forms and gathering required information.
- Provided administrative support to tax preparers by handling administrative tasks promptly.
- Ensured waiting area remained clean, welcoming, and stocked with informative materials.
- Collaborated with team members to improve reception workflow and client satisfaction efforts.
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Scheduled and confirmed appointments.
- Greeted visitors and provided them with assistance.
- Provided excellent customer service at all times while interacting with both internal and external customers.
- Scheduled appointments for clients, customers, and other visitors.
- Maintained a neat reception area by organizing materials and tidying up furniture.
- Updated and recorded customer or client information to maintain accounts.
- Performed data entry tasks into various computer systems accurately and promptly.
- Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
- Maintained daily calendars, set appointments with clients and planned daily office events.
- Maintained an organized filing system of confidential client information in accordance with company policy.
- Processed payments and updated accounts to reflect balance changes.
- Processed customer payments using cash registers or point-of-sale terminals according to company policies and procedures.
- Assisted in maintaining office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing orders for supplies; verifying receipt of supplies.
- Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
- Ensured that all necessary forms were completed accurately prior to submitting them for processing.
- Responded to inquiries from internal staff members regarding office operations.
- Verified visitors' identification cards before allowing access to the building.
- Prepared welcome packages for new hires.
- Monitored office supplies inventory and placed orders when necessary.
- Ensured cleanliness and organization of the reception area to maintain a professional atmosphere.
- Performed clerical duties such as filing, photocopying, transcribing, and faxing.
- Managed company database and ensured the accuracy of contact information.
- Assisted in the preparation of regularly scheduled reports by collecting and analyzing information.
- Provided administrative support to various departments, assisting with document preparation and data entry.
- Handled customer inquiries and complaints, providing timely and appropriate solutions.
- Scheduled and confirmed appointments, managing a complex calendar for multiple staff members.
- Greeted customers, answered general questions and directed to appropriate locations.
- Monitored reception area to provide consistently safe, hazard-free environment for customers.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Protected clients' rights by maintaining confidentiality of personal and financial information.
- Transmitted information or documents to customers through email, mailings or facsimile machine.
- Supplied callers with office address and directions, employee email addresses and phone extensions.
- Managed front desk operations and greeted clients warmly.
- Scheduled appointments for tax preparation services efficiently.
- Answered phone calls and directed inquiries to appropriate staff.
- Maintained confidential client records and organized documentation.
- Assisted clients with paperwork and provided necessary information.
- Coordinated communication between clients and tax professionals seamlessly.
- Ensured office supplies were stocked and organized for daily operations.
- Managed all incoming mail distribution, courier services, faxes, and photocopying documents as requested.
- Sorted incoming mail and directed to correct personnel each day.
- Updated daily log book with information about visitors entering the premises.
- Scheduled and confirmed appointments and meetings for management team.
- Managed inventory of office supplies and placed orders to ensure adequate stock levels.
- Utilized office equipment such as printers, copiers, and fax machines, ensuring they were in good working order.
- Maintained business office inventory and equipment by checking stock for needed supplies.
- Collated, bound and stored computer-generated reports.
- Sorted invoices for accounting department by date stamping and filing by vendor code.
Reservation Agent
Couples cruise
Edison
11.2011 - 07.2012
- Managed customer inquiries regarding cruise reservations and itineraries.
- Coordinated booking processes using reservation software and systems.
- Assisted clients in selecting cruise packages tailored to their preferences.
- Provided prompt support for changes or cancellations to existing reservations.
- Maintained accurate records of customer interactions and bookings.
- Collaborated with team members to improve service delivery and efficiency.
- Educated customers on onboard amenities and services available during cruises.
- Resolved customer concerns with professionalism and effective communication skills.
- Answered inbound calls and responded to customer inquiries regarding reservations.
- Ensured all reservations were properly documented in the system.
- Processed customer payments for reservations over the phone.
- Resolved guest complaints by providing exceptional customer service.
- Assisted customers with special needs or requests such as room upgrades or late check-outs.
- Assisted customers via phone by providing confirmations, answering questions, and offering general information.
- Provided support to other departments when needed.
- Relayed information on availability, pricing, and discounts to customers.
- Coordinated booking processes for couples seeking romantic cruise experiences.
- Assisted clients with travel arrangements and special requests before sailing.
- Provided information on onboard activities and dining options tailored for couples.
- Collaborated with the sales team to promote special packages and offers.
- Maintained accurate records of bookings and customer interactions in CRM system.
- Resolved customer issues related to reservations and travel changes promptly.
- Educated clients on policies, procedures, and payment options for smooth transactions.
- Kept accurate knowledge of types of rooms available at various resort locations.
- Advised guests on local attractions and activities available nearby.
- Offered personalized recommendations based on guest preferences.
- Identified opportunities for cross-selling other products or services.
- Upsold additional services such as dining options, spa treatments.
- Coordinated with front desk staff to maintain maximum occupancy.
- Performed daily audits of reservation data to ensure accuracy.
- Followed up regularly with existing clients to maintain relationships.
- Generated reports on occupancy rates, cancellations, and no-shows.
- Demonstrated ability to work independently as well as collaboratively within a team environment.
- Maintained confidentiality of customer information in compliance with privacy regulations.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Transmitted information or documents to customers through email, mailings or facsimile machine.
- Provided clients with assistance in preparing required travel documents and forms.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
- Maintained client accounts by obtaining, recording and updating personal and financial information.
- Printed itineraries and tickets for passengers each day.
Assistant Manager
Precision Time Watches
Woodbridge
11.2008 - 04.2009
- Coordinated daily operations to ensure efficient workflow and team collaboration.
- Trained and mentored new staff on company policies and procedures.
- Managed inventory control, including ordering supplies and tracking stock levels.
- Oversaw scheduling to meet operational needs and staff availability.
- Implemented training programs to improve team performance and service quality.
- Analyzed customer feedback to identify areas for service improvement.
- Managed customer service inquiries and complaints in a timely manner.
- Supervised daily operations including scheduling shifts, assigning duties.
- Maintained up-to-date knowledge of company products and services.
- Monitored employee attendance records, timekeeping, and payroll information.
- Ensured compliance with safety regulations and company policies.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Resolved conflicts between team members in an effective manner.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Created reports on sales trends, inventory levels, and financial data.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Maintained accurate records of sales transactions using point-of-sale systems.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Delegated work to staff, setting priorities and goals.
- Recruited and trained new employees to meet job requirements.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed completed work to verify consistency, quality, and conformance.
- Assigned work and monitored performance of project personnel.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Produced thorough, accurate and timely reports of project activities.
- Implemented quality control measures to uphold company standards.
Front Desk Receptionist
Physical Features
Woodbridge
06.2002 - 05.2003
Receptionist
RE/MAX
Metuchen
11.1997 - 06.2002
- Scheduled and confirmed appointments.
- Answered and directed incoming calls using multi-line telephone system.
- Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
- Maintained daily calendars, set appointments with clients and planned daily office events.
- Sorted incoming mail and directed to correct personnel each day.
- Oversaw office inventory by restocking supplies and submitting purchase orders.
- Handled conference room scheduling, collaborating with meeting organizers on logistics and catering.
- Supervised setup of conference rooms for meetings and office events in common areas.
- Screened and verified visitors for identification credentials and purpose of visit to maintain security of personnel and office environment.
- Prepared correspondence, reports and other documents in final formats with correct punctuation, capitalization, grammar and spelling.
- Greeted and directed visitors to appropriate personnel and answered average of [Number] calls and emails daily.
- Answered phone calls, provided information to callers and connected callers to appropriate people.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Answered office phone and emails to schedule appointments, answer questions and document information.
- Pulled and organized requested documentation.
- Greeted visitors and verified reasons for visit and appointment information.
- Answered telephones and greeted visitors to assist, answer questions and direct.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Organized resources and staff necessary to handle requirements and maintain strong service levels.
- Maintained front office cleanliness and organized supplies to increase productivity.
- Prepared daily shift close reports and balanced cash register to accurately reflect transactions.
- Determined needs of visitors and provided information or solutions.
- Responded to inquiries and room requests made online, by phone and via email.
- Communicated with outside offices to obtain records and transfer files for real estate needs.
- Signed for packages, recorded deliveries and distributed to personnel.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
- Drafted professional business documents, spreadsheets and correspondence.
- Maintained office equipment, scheduling service to repair issues.
- Assisted staff and executives with special projects.
- Managed office duties and basic administrative tasks, organized and cleaned work space, ordered materials and answered phone calls.
Education
Associate of Arts - Liberal Arts And General Studies
Middlesex County College
Edison, NJ05.2002
Skills
- Credit card payment processing
- Report creation
- Report generation
- Data evaluation
- High-energy attitude
- Courteous demeanor
- Quality control
- Adaptive team player
- Product organization
- Process optimization
- Inbound and Outbound Calling
- Problem-solving abilities
- Customer relations
- Call Center Operations
- Clerical support
- Conflict resolution
- Customer education
- Payment processing
- De-escalation techniques
- Account management
- Customer relationship management
- Feedback analysis
- Service improvement
- Workflow efficiency
- Effective communication
- Problem solving
- Time management
- Attention to detail
- Organizational skills
- Proofreading
- Opening and closing accounts
- Inbound and outbound calling
- Computer proficiency
- Senior leadership support
- Filing
- Reading comprehension
- Researching
- Information security
- Retail store support
- Scheduling
- Staff training
- Shipping procedures
- Product education
- Minute taking
- Tactful and diplomatic
- Call center operations
- Money handling
- Prioritization
- Decision-making
- Retail sales customer service
- Refunds processing
- Email management
- Retail marketing
- Credit adjustments
- Problem resolution
- POS systems expert
- Task prioritization
- Strong teamwork
- Report preparation
- Typing proficiency
- Receiving support
- Verbal and written communication
- Appointment scheduling
- Inventory control
- Administrative support
- Team collaboration
- Data entry accuracy
- Customer service excellence
- Training and mentoring
- Sales reporting
- Multi-line phone operation
- Team management
- Good Telephone Etiquette
- Organization
- Multitasking
- Data entry
- Quality assurance
- Microsoft office
- Maintenance & repair
- Customer service
- Teamwork and collaboration
- Computer skills
- Basic math
- Google drive
- Analytical
- Interpersonal communication
Timeline
Insider
Vocelli Pizza
10.2024 - Current
Receptionist
Jackson Hewitt
12.2021 - 04.2022
Reservation Agent
Couples cruise
11.2011 - 07.2012
Assistant Manager
Precision Time Watches
11.2008 - 04.2009
Front Desk Receptionist
Physical Features
06.2002 - 05.2003
Receptionist
RE/MAX
11.1997 - 06.2002
Associate of Arts - Liberal Arts And General Studies
Middlesex County College