Jenny Liufau

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
• Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
• Educated customers on use of banking website and mobile apps.
• Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
• Turned in excess cash to maintain drawer security.
• Provided customer records, account statements and copies of checks.
• Assisted customers with compromised debit cards and issued new credentials.
• Placed orders for customer checks and verified starting numbers.
• Logged cashier's checks and other transactions to maintain accurate account records.
• Identified sales opportunities and referred customers to branch partners in financial services.
• Learned about customer's financial needs, established trust and optimized sales opportunities resulting in quality customer service.
• Processed customer transactions promptly, minimizing wait times.

Assist and service our community, county workers as well travelers seeking COVID-19 PCR Nasal tests.

• Reported positive and negative response cases according to established protocols and reporting mandates.
• Assessed vitals while adhering to PPE requirements and other restrictions.
• Set up, maintained, and verified sterility of lab equipment and tools.
• Worked with customers to understand needs and provide excellent service.
• Actively listened to patients' requests, confirming full understanding before addressing concerns.
• Developed and updated policies and procedures, maintaining compliance with statutory, regulatory, and local, state, and federal guidelines relating to HIPAA, benefits administration, and general liability.
• Removed trash and straightened counters to keep work station area clean and neat.
• Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations.

• Assisting Community along Big Island Hawaii Coast to test County Employees and Community Members through self-administered Saliva testing Assignment
• Set up and tear down COVID Testing Site • Clean, organize, and restock supplies on-site • Maintain site cleanliness, wiping down all tables, chairs, and similar surfaces • Greet community and employees at test site • Scan barcodes and QR codes using cell phone • Provide and assist with registration paperwork • Direct individuals to specimen collection station • Relay instructions to community and employees for test-taking • Light Data Entry • Other duties as assigned.
• Collaborated with team members to achieve target results
• Delivered services to customer locations within specific timeframes
• Adhered to social distancing protocols and wore mask or face shield
• Increased customer satisfaction by resolving issues

• Assisting community along Big Island Hawaii coast to test county employees and community members through self-administered saliva testing Assignment
• Set up and tear down COVID Testing Site • Clean, organize, and restock supplies on-site • Maintain site cleanliness, wiping down all tables, chairs, and similar surfaces • Greet community and employees at test site • Scan barcodes and QR codes using cell phone • Provide and assist with registration paperwork • Direct individuals to specimen collection station • Relay instructions to community and employees for test-taking • Light Data Entry • Other duties as assigned.
• Updated information in internal planning tools and platforms to log activities.
• Collaborated with team members on data validation, derived key insights, coordinated and prioritized tasks, and communicate updates about fixes.
• Corrected data entry errors to prevent later issues such as duplication of data degradation.
• Open and Close C19 Testing Sites.

• Responsible for coordinating and offering direction and guidance to Frontend associates with aim of attaining various goals- Friendly, Satisfaction, Safe shopping experience for customers, overseeing and managing 30 associates spearheading and monitoring their training, delegating duties to team members, and setting deadlines, scheduling and handling and balance and disbursement of cashiers tills, cash management.
• Assist Store Manager and Coach Manager with Meetings, Sales, Associates Progress or Coaching, and Daily report of Sales.
• Stepped up to assist customer service manager with complaints and issues during times of department short staffing
• Resolved customer service issues using company processes and policies and provided updates to customers
• Coached new team members on service techniques and provided scoring through quality assurance program
• Answered product and service questions, suggesting other offerings to attract potential customers
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions

• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
• Introduced higher standards for customer service and increased efficiency by streamlining operations
• Resolved concerns with products or services to help with retention and drive sales
• Generated customer satisfaction surveys to analyze results into action plans
• Kept accurate records to document customer service actions and discussions
• Reviewed repeated issues within operations and business management to solve problems and improve company outcomes
• Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals
• Took ownership of customer issues and followed problems through to resolution
• Developed service procedures, policies and standards
• Collected customer feedback and made process changes to exceed customer satisfaction goals
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
• Collaborated with upper management to improve customer service processes and support structures company-wide
• Resolved customer complaints while prioritizing customer satisfaction and loyalty
• Controlled resources and utilized assets to achieve qualitative and quantitative targets