JENNIFER V. DIBERNARDO

Executed thousands of on-demand deliveries, ensuring accuracy and timeliness.

Managed schedules across multiple platforms, consistently achieving high ratings.

Handled food, groceries, and packages in compliance with safety standards.

Applied route optimization and time management to meet strict deadlines.

Cultivated a reputation for reliability and adaptability in fast-paced environments.

• Scope of services include: Organizational Design | Process Management and Re-engineering | Curriculum/Training program design and implementation | Call Center Set-up and Management
• Analyze and monitor client processing environment to identify and implement strategies for operational efficiency.
• Manage overall incidence response process between the client and company.
• Develop cross-functional issue resolution processes.
• Develop interdepartmental trainings and curriculum administered to both internal and external customers.
• Conduct training sessions to help increase employee knowledge base and self-sufficiency.
• Updated policies and procedures to remain competitive in the vertical markets for Novus Human Capital clients.
• Created online database of FAQs and external client knowledgebase for clients to utilize to send customer service inquiries and requests.
• Currently working with Human Capital company to establish an international call center to service their coaching and Human Capital services.

• Managed pet care services, delivering in-home care during owner absences.
• Transported pets to dog parks for exercise and socialization.
• Accompanied pets to veterinary appointments for routine check-ups and treatments.
• Administered oral medications, bathed, and walked pets as needed.
• Established a portfolio of repeat clients through positive word-of-mouth referrals.
• Achieved five-star ratings as an independent contractor on Rover and Wag.

• Performed this position as well as carried the responsibilities of the Team Leader role detailed below concurrently.
• Owned portfolio retention and growth assuring client satisfaction by maintaining overall relationship with clients.
• Analyzed and monitor the client processing environment to identify and implement strategies for operational efficiency, cost savings and business management benefit.
• Managed overall incidence response process between the client and company and served as point-of-contact completing research and resolving issues.
• Developed cross-functional issue resolution process and forged strong working relationships with partners.
• Worked with top tier accounts with multi-product platforms / environments promoting products and services.
• Took actions, when necessary, controlling and eliminating client liability.
• Facilitated communication and delivery processes related to company releases, regulatory changes, product upgrades, fee revisions and system enhancements.
• Conducted business reviews and created client performance reviews ensuring rapid resolution of operating issues.

• Accepted additional responsibilities as Chairperson for the Employee Resource Group (THRIVE) an advocacy group within First Data that supported employees with disabilities and those that were caregivers to those with disabilities.
• Contributed to First Data's emphasis on Diversity / Inclusion; promoting overall goal of achieving 'One First Data'.
• Led the Coral Springs chapter hosting several events that resulted in referrals, new business and revenues.
• Worked with departments to connect with people across locations and job responsibilities.

• Managed one of the largest healthcare VIP clients of FIS prepaid sunrise.
• Processed requests to create/change programs, completed QA checks ensuring configurations were completed.
• Ensured offshore team's client work requests were completed within client contract SLAs.
• Conducted monthly proactive configuration audits / reviews to ensure efficiency.

• Researched fraud claims pertaining to checks, ACH and withdrawal transactions.
• Wrote and presented employee annual reviews and handled corrective actions.
• Communicated with local law enforcement agencies regarding perpetrators and police reports filed by customers.
• Researched fraudulent bill pay transactions / prepared critical fraud reports for managers.
• Handled escalated supervisor phone calls and call backs. Researched and delivered timely resolution to customer comments / escalations on Facebook, Twitter / other social media.
• Received, tracked, researched and responded to complaints sent to the Office of the CEO. Complaints received by this office were sent by customers to several regulatory agencies.
• Managed compliance database where the Office of the CEO complaints were archived for future reference.

• Created email templates to use in responding to customer inquiries to standardize and reduce errors in responses.
• Trained new hire email and internet specialists to ensure a solid understanding of processes.
• Conducted weekly monitoring and feedback sessions with internet and email representatives; submitted process improvement ideas that were implemented.
• Assisted with customer bill pay inquiries, researched customer responses; complete monthly stop payment report.

• Created all bank policies and procedures as it pertains to the Customer Service Center. Maintained and updated all manuals, policies and procedural information.
• Conducted monthly Customer Service Specialist meetings.
• Created training curriculum and trained personnel (Track-It, SQN View usage, Starview usage, Cardbase Menu etc.)
• Completed CSR compliance and training on new account 45 day closings, Cashier's checks / dual control.
• Tracked monthly and daily audits.

• Led and supervised a team of 12 representatives handling customer calls in an inbound call center. Handled escalated calls when customers requested to speak with management.
• Coached and developed representatives increasing individual productivity and monitor scores.
• Implemented weekly incentive contests to boost morale and productivity.
• Completed 5 monitors per analyst per month, provided monthly one on one coaching.
• Created coaching plans and reviewed monthly scorecards with analysts.
• Conducted monthly 'rally' to reward associates that delivered outstanding performance.