Jennifer (Jenny) Rodriguez Hayes
Customer Success
Nashville,TN
Summary
Knowledgeable and dedicated customer service professional with extensive experience in event planning, hospitality, travel, design, technology, and customer service industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients and teammates. Motivated to maintain customer satisfaction and contribute to company success with a specialty in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work History
Senior Dining Specialist
Velocity Black By Capital One
12.2022 - Current
- Managing and coordinating exclusive dining experiences for high-net-worth individuals and high profile clientele.
- Improving customer satisfaction rates through proactive problem-solving and efficient complaint and incident resolution.
- Leveraging expertise in the hospitality industry, and excelling in securing reservations at prestigious and sought-after restaurants, often navigating complex booking processes and overcoming logistical challenges.
- Facilitating engaging and interactive training sessions that equip new hires with the knowledge, skills, and tools necessary to excel in their positions.
- Providing ongoing support and mentorship to employees, offering constructive feedback and guidance to help them continuously improve and reach their full potential.
- Consistently exceeding department-wide KPIs and outpacing teammates in overall performance.
Customer Service Agent
Delta Air Lines, Inc
04.2022 - 12.2022
- Providing high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Informing clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
- Developing and maintaining courteous and effective working relationships.
- Actively listening to customers' requests, confirming full understanding before addressing concerns.
- Maintaining energy and enthusiasm in fast-paced environment.
- Exceeding goals through effective task prioritization and great work ethic.
Co-Founder/ Director of Sales and Customer Service
1767 Designs LLC
02.2014 - 08.2022
- Managing domestic and international sales, customer service, and social media.
- Implementing processes and systems to optimize workflow and efficiency for team of 12+ employees.
- Managing accounting, payroll, scheduling, and budget.
- Lead generation through architecture, interior design, and art consulting firm outreach.
- Facilitation of custom commissioned designs and commercial design and buildout projects through scheduling with clients and subcontractors.
- Relationship building with new and existing high profile clients.
- Planning of annual team-building events and celebratory lunches.
- Managing day-to-day business operations.
- Developing marketing content such as blogs, promotional materials and advertisements for social media.
- Analyzing and reported social media and online marketing campaign results.
- Supervising employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Introducing higher standards for customer service and increased efficiency by streamlining operations.
- Improving customer service initiatives by streamlining sales and order management processes.
- Supervising daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
Client Success Leader
ProviderTrust
06.2017 - 09.2018
- Leading product training of Passport, VendorProof, and ExclusionCheck systems (SaaS).
- Managing accounts for America’s top healthcare organizations totaling $500k in annual revenue.
- Advising clients on best practices to ensure their legal protection.
- Retaining existing clients and developed new accounts by extending high quality and efficient support service.
- Following up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Increasing sales by educating prospects on benefits of products and services in comparison to competitors.
- Carrying out day-day-day duties accurately and efficiently.
Account Executive and Customer Service Representative
Logo Brands
07.2013 - 06.2016
- Answering and resolving customer service calls and emails in timely manner (within 24 hours).
- Providing sales presentations to current and potential customers.
- Recommending potential products or services by collecting customer information and analyzing customer needs.
- Maintaining customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Organizing and overseeing trade show booking, planning, booth merchandising, travel, meetings, and dining arrangements.
- Providing excellent customer service by efficiently resolving issues and responding to inquiries.
- Organizing customer information and account data for business planning and customer service purposes.
- Liaising with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Fielding customer questions regarding available merchandise, sales, current prices and upcoming company changes.
Reception (First Impressions)
Fletcher Jones Motorcars
06.2012 - 06.2013
- Greeting clients and visitors with a positive, helpful attitude.
- Providing 5 Star experience to exclusive and high profile clientele.
- Assisting in sale and delivery of sold and/or leased vehicles.
- Answering central telephone system and directing calls accordingly.
- Confirming appointments, communicating with clients and updating client records.
- Managing multi-line phone system directing individuals to desired personnel and providing general information about operations.
- Resolving customer problems and complaints.
- Monitoring and screening visitors to verify accessibility to inter-office personnel.
- Liaising with vendors, contractors and professional services personnel to properly process orders.
Education
High School Diploma -
Canyon High School, Santiago Canyon College
Anaheim Hills, CA 08.2002 - 06.2006
Some College (No Degree) - Communications
Santiago Canyon College
Orange, CA 09.2006 - 02.2009
Skills
- Exceptional interpersonal communication
- Expertise in high end concierge services
- Microsoft Outlook, Word and Excel
- Exceptional telephone etiquette
- Research and due diligence
- Complaint and incident resolution
- Event and travel planning
- Analytical problem solver
- Hospitality service expertise
- Food sales and promotion
- Sales expertise
Certification
Licensed Tennessee Real Estate Agent - 2019-present
Timeline
Senior Dining Specialist
Velocity Black By Capital One
12.2022 - Current
Customer Service Agent
Delta Air Lines, Inc
04.2022 - 12.2022
Licensed Tennessee Real Estate Agent - 2019-present
07-2019
Client Success Leader
ProviderTrust
06.2017 - 09.2018
Co-Founder/ Director of Sales and Customer Service
1767 Designs LLC
02.2014 - 08.2022
Account Executive and Customer Service Representative
Logo Brands
07.2013 - 06.2016
Reception (First Impressions)
Fletcher Jones Motorcars
06.2012 - 06.2013
Some College (No Degree) - Communications
Santiago Canyon College
09.2006 - 02.2009
High School Diploma -
Canyon High School, Santiago Canyon College
08.2002 - 06.2006
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