Jenny Abel
Tamarac,FL
Summary
My objective is to ease any situation by removing tension or stress to find a common goal. Knowledgeable and dedicated customer service professional with extensive experience in credit card processing industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
19
19
years of professional experience
Work History
Client Service Specialist/ Partner Support
Celero Commerce
04.2020 - Current
- Provided knowledgeable service and support for all customer needs.
- Maintained detailed records of client interactions, facilitating seamless handoffs between team members when necessary.
- Enhanced client satisfaction by promptly addressing inquiries and resolving issues.
- Assisted with the development of marketing materials targeting prospective clients, showcasing the value of our company''s services.
- Developed strong relationships with clients, fostering trust and loyalty through consistent communication and personalized service.
- Streamlined internal processes for improved efficiency and timely service delivery to clients.
- Delivered exceptional customer service through timely responses and personalized follow-up communications.
- Managed client accounts with attention to detail, ensuring accurate billing and recordkeeping.
Client Experience Specialist/ Operations Manager
FlashBanc
01.2016 - 04.2020
- Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; Review contracts to make sure that all pricing and fees are correct and were keyed in the system correctly
- Trained new team members on best practices for delivering exceptional client experiences, raising overall performance standards across the team.
- Utilized CRM tools to manage client information effectively, streamlining daily tasks and simplifying reporting processes.
- Developed strong relationships with clients, leading to increased loyalty and repeat business.
- Route incoming calls and support requests to the appropriate personnel
- Set up, process, retire, and archive client records, including orders and tracking of all contact.
- Resolved complex client issues, resulting in higher customer retention rates.
- Prepared detailed reports on client interactions, identifying trends and opportunities for improvement within the organization''s service offerings.
Call Center Team Manager
FIRST DATA CORPORATION
01.2013 - 01.2016
- Determines call center operational strategies by conducting needs assignments, performance reviews, capacity planning and cost/benefits analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specification, and production, productivity, quality, and consumer service standards; contributing information and analysis to organizational strategic plans and reviews
- Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing systems audit and analysis; managing system and process improvement and quality assurance program; installing upgrades
- Coaching all agents in a monthly basis to show them where they stand at for the month and making them aware of their stats, by explaining what their goals are
- Accomplishes call center human resource objective by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contribution; planning and reviewing compensation actions; enforcing policies and procedures.
- Assisted human resources in recruiting top talent by participating in interviews and making informed hiring recommendations based on skillset alignment.
Quality Analyst
FIRST DATA CORPORATION
01.2012 - 01.2013
- Monitored calls for MAG north, MAG tele-check and MAG Omaha
- Created and revised procedures, checklists and job aids to reduce errors.
- Analyzed quality and performance data to support operational decision-making.
- Assist managers with disputed calls and coaching
- Also as a quality analyst I create weekly and monthly reports for MAG in Coral Springs and Hagerstown.
Activations Agent
Merchant Activation Group
01.2009 - 01.2012
- In the activations group I assist the merchant as their first contact within First Data Corporation
- Resolved caller issues quickly and thoroughly.
- As their first contact I would assist them on programming or installing and training on their new piece of equipment
- I would provide them with the tools to process credit card and check service on their business
- As an Activation Specialist I would assist in different skills as follow but not limited to: Spanish Gate, North, CardNet, Specialty, First Data Global Gateway, TeleCheck, Memphis, Buypass, Special Projects, ISO, Canada, and Omaha
- I also assisted with outbound projects for the Merchant Installation Group and highly escalated issues for management.
Customer Services Representative
First Data Corporation
01.2007 - 01.2009
- To assist the merchants of First Data merchant services to understand and expand their knowledge of credit card processing in their business
- Also fulfill their expectations and to build their trust in FDC
- In customer service I would support Global Operations non alliance dedicated.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Floor Supervisor (Men Section) / Sales Associate
RALPH LAUREN FACTORY STORE
01.2006 - 01.2007
- Assist the manager and supervise the Men section on the selling floor
- Boosted sales through effective merchandising strategies and attention to product placement on the floor.
- I also had the responsibility of making sure there was coverage on the floor
- Established objectives to offer team members clear roadmap to help company achieve overall goals.
- Enhanced customer satisfaction by effectively managing floor operations and addressing concerns promptly.
Assistant Manager
RACK ROOM SHOES
01.2005 - 01.2006
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
Education
Associates of Arts in Criminal Justice -
University of Phoenix
05.2010
Art and Science, Political Science -
Hagerstown Community College
05.2008
High School Diploma -
John Bowne High School
06.2004
Skills
- Office Procedures
- Telephone skills
- Exceptional communication
- Call Center Operations and Experience
- Documentation skills
- Customer Service Skills
- Remote Work Capabilities
- Terminal Knowledge
- Call Management
- Time Management Skills
References
Upon request
Languages
Spanish
Native or Bilingual
Timeline
Client Service Specialist/ Partner Support
Celero Commerce
04.2020 - Current
Client Experience Specialist/ Operations Manager
FlashBanc
01.2016 - 04.2020
Call Center Team Manager
FIRST DATA CORPORATION
01.2013 - 01.2016
Quality Analyst
FIRST DATA CORPORATION
01.2012 - 01.2013
Activations Agent
Merchant Activation Group
01.2009 - 01.2012
Customer Services Representative
First Data Corporation
01.2007 - 01.2009
Floor Supervisor (Men Section) / Sales Associate
RALPH LAUREN FACTORY STORE
01.2006 - 01.2007
Assistant Manager
RACK ROOM SHOES
01.2005 - 01.2006
Associates of Arts in Criminal Justice -
University of Phoenix
Art and Science, Political Science -
Hagerstown Community College
High School Diploma -
John Bowne High School
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