Jennifer Turner
Pewaukee,WI
Summary
Seasoned Customer Service Manager with a proven track record, enhancing team productivity and customer satisfaction through expert training and mentoring. Skilled in performance management and conflict resolution, I led initiatives that significantly improved service standards and operational efficiency. Demonstrated excellence in managing remote teams and implementing quality assurance measures, driving continuous improvement and collaboration across functions.
Overview
16
16
years of professional experience
Work History
Customer Service Manager
Wild Marketing Group
05.2024 - 10.2024
- Managed customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Took ownership of customer issues and followed problems through to resolution.
- Working Manager, took inbound sales and customer service calls from customers.
- *Position was eliminated.
Customer Service Manager
Artemax
08.2023 - 05.2024
- Manage team of customer service representatives responsible for handling customer inquiries, providing quotes, order entry and some entry level sales.
- Established and built new performance metric tracking process for Customer Service
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Created multiple Smartsheets to provide real time tracking for multiple departments improving cross functional processes, as well as included automation for more efficient/effective responses
- ·Worked with HR to create new compensation program for customer service
- Implemented departmental processes to improve overall customer experience, such as tracking of trends and customer contacts
- Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Consumer Sales Manager
Generac Power Systems
04.2022 - 08.2023
- Managed lead generation team who is responsible for connecting interested customers with local dealers by scheduling for free quotes. Designed, planned and implemented multiple new processes and role within Consumer Sales Department.
- Demonstrated adaptability when faced with rapidly changing priorities or challenging situations, ensuring seamless operations at all times.
- Developed Workforce Management process to better manage team adherence and agent availability.
- Recommended reporting updates/changes which will reduce operating expenses by as much as $100,000 per year
- Established new department KPIs and built agent scorecard using these metrics
- Manage BPO relationships, including management of KPIs, call quality, as well as reviewing and approving invoices
- Work closely with HR to develop new compensation plan for team
- Work with digital marketing team to generate emails to potential customers to drive increase IHC (In Home Consultation) attempts
- Works closely with Leadership team to improve department processes, including building new scorecard.
- Developed and implemented comprehensive quality assurance program to monitor call quality according to company standards.
- Streamlined internal processes via proactive feedback on operational inefficiencies, driving continuous improvement efforts within the center.
Consumer Sales Supervisor
Generac Power Systems
08.2020 - 04.2022
- Supervised and managed large team of Consumer Sales Specialists and Consultants, who are responsible for connecting interested customers with local dealers by scheduling for free quotes.
- Developed agent scorecard, to highlight Key Performance Indicators
- Managed time-off requests and shift swaps efficiently, maintaining a fair and balanced schedule for all employees involved.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Department SME for Genesys Cloud including workforce management, quality assurance, queue maintenance, training and troubleshooting
- Partner with external call center partners
Customer Service Coordinator
Kohls Department Store
06.2016 - 02.2020
- Lead a team of high performing inbound call center agents, responsible for navigating questions regarding their Kohl’s Charge or Kohls.com related orders.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
Assistant Quality Assurance Manager
Kohls Department Store
05.2014 - 06.2016
- Assisted in the development of quality assurance policies, resulting in a more efficient and effective system.
- Fostered an environment of open communication and collaboration, empowering team members to share ideas for improvement without fear of reprisal.
- Identified root causes of recurring issues through detailed analysis, working closely with relevant teams to implement corrective actions swiftly.
Senior Customer Service Coordinator
Kohls Department Store
05.2008 - 05.2014
- Managed high-volume inbound calls, ensuring prompt assistance and top-notch service.
- Led weekly team meetings to discuss ongoing projects, share best practices, and collaborate on continuous improvement initiatives.
- Spent 1 year in San Antonio, Texas to support onboarding new call center.
- Assisted in the recruitment process for new team members, conducting interviews and assessing candidate qualifications.
- Contributed to the development of departmental policies and procedures aimed at improving service quality standards.
- Developed “Associates of the World” program which encourages domestic and 3rd party call centers agent to collaborate and provide quality feedback during calibrations
- Travel to BPO site in Guadalajara, MX and Aquas Calientes, MX to help onboard new BPO teams.
Education
High School Diploma -
West Feliciana High School
St. Francisville, La05-1993
Skills
- Customer-focused
- Training and mentoring
- Excellent time management skills
- Adherence to high customer service standards
- CCAS and ERP
- Performance Management
- Collaborate cross-functionally
- QA
- Metric tracking
- Management of remote employees
- Customer Relations
- Conflict Resolution
Accomplishments
- Won Executive of the Month award in April 2013..
Timeline
Customer Service Manager
Wild Marketing Group
05.2024 - 10.2024
Customer Service Manager
Artemax
08.2023 - 05.2024
Consumer Sales Manager
Generac Power Systems
04.2022 - 08.2023
Consumer Sales Supervisor
Generac Power Systems
08.2020 - 04.2022
Customer Service Coordinator
Kohls Department Store
06.2016 - 02.2020
Assistant Quality Assurance Manager
Kohls Department Store
05.2014 - 06.2016
Senior Customer Service Coordinator
Kohls Department Store
05.2008 - 05.2014
High School Diploma -
West Feliciana High School
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