Jennifer Smith
Shallowater
Summary
Experienced Customer Support Representative with over 10 years of customer support training, and 5 years working as a birth doula. Skilled in effective communicating with clients and providing a seamless customer experience. Known for being attentive to details and self- motivated. Proven track record of increasing customer base by over 60%. Strong leadership skills and ability to work collaboratively with teams to achieve goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Hardworking and passionate job seeker with strong organizational skills eager to secure Operations Support Specialist position. Ready to help the Spinning Babies Team change birth on earth.
Overview
14
14
years of professional experience
Work History
Customer Retention Specialist Lead
Quince
04.2023 - Current
- Enhanced customer satisfaction by addressing and resolving complex issues promptly.
- Collaborated with cross-functional teams to improve product offerings based on customer feedback.
- Streamlined communication channels for increased efficiency in addressing customer concerns.
- Analyzed client usage patterns to identify potential churn risks and implement proactive measures.
- Trained junior team members, boosting overall department performance and service quality levels.
- Streamlined metric reporting for increased efficiency and faster decision making.
- Conducted in-depth data analysis to identify trends, opportunities, and areas for improvement.
- Led metric-driven initiatives that achieved targeted improvements in operational performance.
Team Leader
AeroCare Home Medical
04.2022 - 04.2023
- Develop and implement effective team-building strategies to improve employee morale and productivity
- Implement performance metrics and key performance indicators to track team productivity and identify areas for improvement in the Medical Equipment industry at AeroCare Home Medical
- Identify and address any conflicts or issues within the team to maintain a positive work environment and ensure productivity
- Analyze team performance data and provide recommendations for process improvement and resource allocation
- Provide ongoing coaching and support to team members to enhance their skills and performance
- Monitor industry trends in the Medical Equipment field and provide regular updates to the team to ensure they are aware of new developments and opportunities for improvement
Office Manager
Heartbeat Midwifery
03.2020 - 08.2021
- Ran all office tasks including ordering lab supplies, filling out lab requests, and updating procedures to keep daily operations running smoothly
- Handling insurance claims with the billing specialist, keeping up with monthly protocols & procedures including keeping prerequisites current for all staff, teaching birth class, taking payments & adjusting payment plans, and monthly checking of medical equipment to ensure it was in proper working order
- Handled all patient contact - including complaints & scheduling
- Developed and implemented client policies and procedures to optimize workflow and productivity.
- Attended births in the role of a birth assistant.
Hearing Screener
Envision Healthcare
02.2020 - 07.2021
- Preformed Auditory Brainstem Response (ABR) hearing screens on newborns
- Troubleshot Maico MB11 when necessary, including changing probes/wires and resetting systems
- Updated nursing station on the results of patients and communicated with them regularly
- Ensured parents were being taken care of to the best of my ability
Webdesigner
My Cup of Tea Baby
01.2014 - 10.2019
- Created from scratch an appealing website design
- Maintained all functions of the website including inventory, outages, and shipping all orders
- Produced a website that was bringing in over $150,000 single-handedly
- Upon resigning trained the sta on how to maintain the website
- Assisted guests in the store, including handling unsatisfied customers
- Troubleshooting computers and system operations when there were equipment malfunctions
- Updated computer software to keep daily operations running as fast as possible
- Developed and implemented a mobile-friendly version of the company's website to improve user experience on smartphones and tablets, thereby increasing the customer base and overall sales.
Assistant Manager
Chick-fil-A
04.2010 - 03.2014
- Assist in the development and implementation of new employee training programs to improve overall team performance
- Collaborate with the store owner and other assistant managers to develop and implement strategies for improving customer satisfaction and increasing sales
- Coordinate and oversee the scheduling of the assistant manager team to ensure appropriate staffing levels and operation of the restaurant
- Monitor and analyze sales data to identify trends and opportunities for improvement
- Coordinate with the marketing team to plan and execute promotional activities to attract new customers and increase brand awareness
- Manage and maintain an organized inventory system to ensure accurate stock levels and minimize waste
- Ensure compliance with all company policies and procedures, as well as local, state, and federal regulations regarding food safety and sanitation.
Yamagatas Japanese Steakhouse
08.2012 - 12.2012
- Providing exceptional customer service by ensuring a positive dining experience for guests, and addressing any concerns or issues promptly and professionally
- Collaborating with the kitchen sta to ensure timely and accurate food delivery to customers.
Education
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International Doula Institute
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Texas Tech University
Lubbock, TXundefined
Lubbock Cooper High School
Lubbock, TXSkills
- Memorization Computer Competency
- Familiar with Point of Sale Systems Customer Service Skills
- Time Management Conflict Resolution Skills
- Follows directions Maintaining a Positive Attitude in stressful situations
- Team Building Coaching and Support
- Quick learner
- Data Management
- Help Desk Operations
- Data collection techniques
- Key Performance Indicators
Timeline
Customer Retention Specialist Lead
Quince
04.2023 - Current
Team Leader
AeroCare Home Medical
04.2022 - 04.2023
Office Manager
Heartbeat Midwifery
03.2020 - 08.2021
Hearing Screener
Envision Healthcare
02.2020 - 07.2021
Webdesigner
My Cup of Tea Baby
01.2014 - 10.2019
Yamagatas Japanese Steakhouse
08.2012 - 12.2012
Assistant Manager
Chick-fil-A
04.2010 - 03.2014
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International Doula Institute
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Texas Tech University
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Lubbock Cooper High School