Jennifer Warren

Work History

Supervisor, Residential Retention Sales

Spectrum

04.2021 - 06.2023

Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Evaluated employee performance and coached and trained to improve weak areas
Managed efficient teams of up to 18 employees.
Coached team members in techniques necessary to complete job tasks.
Supervise agents to ensure high level of customer satisfaction, professionalism, and courtesy during all transactions.
Actively and consistently support all efforts to simplify and enhance customer experience.
Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
Consistently meet or exceed weekly and monthly retention activity goals by coaching agents to sound telephone- based customer save techniques.
Analyze and provide statistically-based recommendations on ways to improve agent save performance.
Master order processing within billing systems regarding all aspects of retained accounts, new sales order entry, account lookup, and other tools and functions as they relate to job functions.
Monitored workflow to improve employee time management and increase productivity.
Maintained compliance with company policies, objectives, and communication goals.
Achieved results by working with staff to meet established targets.
Call demos and skill transfer.
Boosted team performance by developing customer service training materials and conducting service training.,
Trained employees on presenting product recommendations by use of effective communication and discovery of customers' needs.
Weekly employee coaching and performance review, metrics, and improvement plan to ensure all sales targets are met.
Achieved results by working with staff to meet established targets
Maintained compliance with company policies, objectives, and communication goals.
Boosted team performance by developing customer service training materials and conducting service training
Developed effective improvement plans in alignment with meeting Targets.

Retention Specialist

Spectrum

04.2019 - 04.2021

Provide excellent customer service and support, aligning products with needs.
Identified changing customer needs and adapted service strategies to meet them
Maintained as Sales Top 10% in Enterprise out of over 3000 agents.
Built constructive customer relationships to improve loyalty and communication.
Adhere to all company policies
Perfect attendance award on numerous occasions.
Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
Excellent communication skills
Effective listening skills to make product and service recommendations.

Table Games Dealer

Potawatomi Hotel & Casino

11.2014 - 01.2016

Provided excellent, and fun, safe gaming experience
Conduct gambling games such as dice, roulette, cards, or keno, following all applicable rules and regulations
Advanced to high rollers dealer
Exchange paper currency for playing chips or coin money
Train new dealers
Answer questions about game rules and casino policies
Compute amounts of players' wins or losses and calculate amounts of money won.
Learned and followed company procedures to maintain consistency and standards.
Managed chips and money transactions with attention to detail to prevent fraud.
Answered player's questions and resolved disputes to provide excellent customer service.
Created an enjoyable atmosphere for players by engaging patrons in positive and entertaining conversation.
Adhered to all gaming regulations and procedures to maintain legal and ethical operation.
Promoted customer retention and satisfaction by greeting guests and encouraging fun gameplay environment.
Monitored player's behavior, taking appropriate action against rule violations.
Kept track of game outcomes and reported to supervisor for accurate record keeping..
Monitored game for potential security risk to protect operation and players.
Welcomed customers and established immediate rapport to encourage gameplay.

Independent Sales Consultant

Norwex

07.2011 - 05.2013

Brand Ambassador and sales agent for Norwex Green cleaning supplies
Promote, demonstrate and sell new product that can not be purchased in stores (only from Norwex agents)
Sales through internet web site, face to face, home parties and local sales venues
Provide customers with excellent service
Contact customers to persuade them to purchase merchandise or services
Arrange buying parties and solicit sponsorship of such parties to sell merchandise
Answer questions about product features and benefits
Write and record orders for merchandise or enter orders into computers
Explain products or services and prices and demonstrate use of products
Deliver merchandise and collect payment
Solicit sales of new or additional services or products
Develop prospect lists
Placed cold calls to potential customers and follow-up calls to current and past clientele, cultivating long-term relationships to generate referral and repeat business.
Conveyed love of products sold and devotion to company, customers and brand in sales presentations to establish credibility and make personal connections with clients.
Contributed to sales meetings and presented trends and market insights to sales team leaders and members to encourage implementation of successful techniques and propel team forwards.
Consulted with customers to assess requirements, offer product recommendations and resolve technical issues after sales.
Conducted on-site product demonstrations to highlight features, answer customer questions, and redirect concerns toward positive aspects.
Evaluated inventory and delivery needs and optimized strategies to meet customer demands.
Educated customers by providing hands-on Norwex product demonstrations and explaining benefits and advantages of using the line of Norwex products in your home and business.
Enhanced product presentation and promotional material displays, working alongside retail representatives.
Distribute product samples or literature that details products or services
Order or purchase supplies
Set up and display sample merchandise at parties , trade fairs and sales kiosks.
Build successful sales team of 12 agents, coaching them to be successful and to grow their own sales team.

Settlement Specialist

FIS

08.2010 - 10.2012

Provide fraud support an settlement aid to dedicated financial institution- Master Card
High call volume call center
Fraud services, monitoring switches for suspicious traffic and alerting Master Card
Reconciling switches and the traffic that flows electronically to send end of day financial reports
Keeping updated data base of credit cards marked as fraudulent and removing from use
Ordering new replacement cards
Providing excellent customer service and support
Tracking and updating all service calls into the system
Settlement of ATMs for the end of the day activity per each switch Master Card uses
Manually moving of funds from one financial institution to appropriate institution to balance and settle accounts at the end of the day.

Team Lead Tier II Technical Support

AT&T

09.2007 - 08.2010

Call center with high call volume, 90+ calls taken per day.
Managed high levels of call flow and responded to Cable TV, Home Phone, Internet and Mobile technical support needs.
Provided outstanding customer service and support.
Technical support for computer and internet connection issues, no tv, missing channel issues and home phone problems including no dial tone or features such as call waiting not working properly
Technical support for software and hardware related issues, walking customers through repair or dispatching technician when needed
Team Lead duties, assisting management with project work, coaching and training of agents to improve individual job performance
Adhering to department service standards, making top agent on several occasions.
Monitored systems in operation and quickly troubleshot errors.
Explained security measures in simple terminology to help users understand malware and phishing threats.
Assisted with updating technical support best practices for use by team.
Promoted efficiency among departments with prompt resolution of system issues.
Diagnosed and troubleshot hardware, software and network issues.
Responded to customer inquiries and provided technical assistance over phone.
Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Use of applications and mechanized systems to report, track and dispatch trouble tickets to other departments and field service technicians
Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.

Product Support Specialist II

Fiserv

10.2005 - 09.2007

Fraud and ATM machine support for Financial Institutions
Monitor databases for fraudulent credit card activity
Maintain database for active credit cards, order new cards for customers
Cancel cards know to be used in fraudulent activity and compile reports for financial institutions and law enforcement agencies
Customer service expert, advocate for the customer
Advise businesses or agencies on ways to improve fraud detection
Reconcile Automatic Teller Machines to balance at the end of the business day
Manually settle ATMs out of balance, to properly credit customer or financial institution when an error has taken place
Balance ATMs after manually moving all funds to the proper institution
Work with technical support to resolve any errors that ATM is producing, set up proper user fees and low funds alerts
Monthly rotation for being on call carry a pager and work any fraud alerts and update data bases when on call
Handle high volume of calls into center
Properly document all calls and email correspondences in the company's ticketing system to, properly track and resolve all issues.
Identified, triaged and escalated issues to internal personnel along with clear outline of problems and technical detail.
Troubleshot and tested client-reported product defects and liaised with quality assurance for deployment of fixes.
Analyzed and applied technical information from interviews with engineers, operators and suppliers.
Managed and prioritized multiple projects simultaneously, worked independently and drove results.
Monitored system performance to identify potential issues.

Maintenance Administrator

AT&T Call Center (Formally SBC Ameritech)

08.2001 - 10.2005

Team Lead for landline phone repairs
Developed and implemented employee incentive programs to promote top performance.
High Volume Call Center,taking 90 calls per day on average.
Provide technical support for a land line and pay phone issues
Created a Method and Procedure document for coin phone repairs
Worked on a project for several months to format proper repair steps for all coin phone related repair issues.
M&P document was then implicated as the repair method for all pay phone related repairs, allowing any agent to successfully follow steps to troubleshoot and resolve any repair
Work directly with outside line technicians to test and resolve phone line issues
Team lead duties, assisting management with various project work and team motivation, training and work improvement coaching skills
Processing customer service order requests and trouble reports using a visual display terminal via a service management system database and other mechanized systems
Monitored workload and incoming call volume to route calls and workflow properly to meet Service standards.

Summary

Overview

Work History

Supervisor, Residential Retention Sales

Retention Specialist

Table Games Dealer

Independent Sales Consultant

Settlement Specialist

Team Lead Tier II Technical Support

Product Support Specialist II

Maintenance Administrator

Education

Some College (No Degree) - Forensic Science

Associate of Applied Science - Surgical Technology

CCNA semester 1&2 : CCNA 1&2 certificate earned -

Voice Over IP Telephony : Certificate earned- Voip repair and installation -

Certification in Fiber Repair -

GED -

Skills

Timeline

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