Jenny Roque
El Paso
Summary
Customer Success professional with 16 years of experience in spanning customer service, team leadership, and client training. Proven ability to build strong relationships, lead high-performing teams, deliver engaging virtual training, and drive customer success through education and support. Recognized for strong communication, coaching, problem solving, and collaboration skills with passion for helping customers achieve their business goals.
Overview
18
18
years of professional experience
Work History
Client Trainer
ABC Fitness Solutions
Little Rock, AR
01.2022 - 06.2026
- Facilitated virtual instructor-led training session for clients on company products and services.
- Guided customers through onboarding to promote product adoption and long-term success.
- Customized training to meet customer needs and learning styles.
- Built trusted relationships with clients by providing ongoing education and support.
- Collaborated with Customer Success, Sales and Support teams to deliver a seamless customer experience.
- Managed multiple training engagements while maintaining high-quality services.
Team Lead
ABC Fitness Solutions
Little Rock, AR
08.2017 - 01.2022
- Led, coached, and mentored a team to consistently meet performance and customer satisfaction goals.
- Monitored quality, productivity, and performance metrics while providing regular feedback.
- Assisted with escalated customer issues and drove timely resolutions.
- Supported onboarding and development of new team members.
- Partnered with leadership to improve team processes and operational efficiency.
- Fostered a collaborative and customer-focused team culture.
Customer Service Representative
ABC Fitness Solutions
Little Rock, AR
03.2015 - 08.2017
- Delivered exceptional customer service while resolving customer inquiries and concerns.
- Built lasting customer relationships through professional and empathetic communication.
- Resolved complex issues efficiently while maintaining a high level of customer satisfaction.
- Collaborated with internal teams to ensure timely issue resolution.
- Consistently met performance and quality expectations in a fast-paced environment.
Customer Service Representative
Alorica
El Paso, TX
05.2008 - 09.2013
- Provided exceptional customer support by phone while resolving customer inquiries and concerns.
- Built positive customer relationships through professional and empathetic communication.
- Met or exceeded performance, quality, and productivity goals.
- Accurately documented customer interactions and followed company procedures.
- Worked collaboratively with teammates to deliver excellent customer service.
Education
Trainer -
AT&T
El Paso, TX04-2013
Skills
- Management
- Driving
- Organizational skills
- Leadership
- Communication skills
- Bilingual
- Customer service
- Computer skills
- Time management
Timeline
Client Trainer
ABC Fitness Solutions
01.2022 - 06.2026
Team Lead
ABC Fitness Solutions
08.2017 - 01.2022
Customer Service Representative
ABC Fitness Solutions
03.2015 - 08.2017
Customer Service Representative
Alorica
05.2008 - 09.2013
Trainer -
AT&T
Additional Information
Authorized to work in the US for any employer