Hi, Iโm
Jenn Stacey
The Customers Champion
Felton,DE
Overview
30
years of professional experience
Work History
Comcast
Financial At Risk Intake Specialist
03.2023 - Current
Job overview
- Completed intake assessment forms and filed clients' records.
- Provided compassionate support to clients during the intake process, offering reassurance and understanding in times of distress.
- Ensured client confidentiality by adhering to strict privacy policies when handling sensitive information during the intake process.
- Developed comprehensive client profiles through thorough data collection and analysis.
- Demonstrated adaptability by quickly learning new systems and tools as needed for optimal job performance.
- Utilized advanced CRM software to manage client information, ensuring accuracy and accessibility for all team members.
- Trained new hires on company procedures and best practices for the Client Intake Specialist role, expediting their integration into the team.
- Maintained strict confidentiality of sensitive client information, adhering to company policies and legal regulations.
- Answered phone calls and provided new clients with required paperwork to initiate service.
- Assessed clients' needs and determined eligibility for intake services.
- Consistently met or exceeded performance metrics, demonstrating a strong commitment to delivering exceptional service within the Intake Specialist role.
- Explained eligibility requirements, application details, payment methods, and applicants' legal rights during intake assessment.
- Demonstrated adaptability when faced with changing circumstances or new challenges within the role, maintaining consistent performance levels under pressure.
- Assisted in conducting needs assessments to identify key areas of service needs.
ABNA International
Customer Success Manager
09.2012 - 02.2023
Job overview
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Built lasting connections with primary clients, boosting customer retention.
- Collaborated with operational teams to resolve service issues.
- Executed follow-up procedures after implementation, collecting insights from customers to improve service standards.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Created customer support strategies to increase customer retention.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
- Implemented effective communication strategies that fostered long-lasting connections with customers.
- Nurtured long-term partnerships by maintaining open lines of communication and providing consistent support.
Peter Stone Group of Companies
Director of Sales & Excellent CX
02.2005 - 08.2012
Job overview
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
- Enhanced customer satisfaction levels by addressing concerns promptly and providing tailored solutions.
- Increased sales revenue by developing and implementing strategic plans and setting performance goals for the sales team.
- Analyzed market trends to identify opportunities for product expansion, leading to increased revenue streams.
- Expanded customer base by targeting untapped markets through innovative lead generation tactics and follow-up mechanisms.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Worked effectively in fast-paced environments.
- Proven ability to learn quickly and adapt to new situations.
- Launched new products successfully into the market, coordinating marketing initiatives and comprehensive sales campaigns.
- Managed team of sales representatives, providing guidance, coaching and support.
- Developed high-performing sales teams through targeted recruitment, training, mentoring, and coaching activities.
- Streamlined sales processes by identifying inefficiencies, implementing new tools, and providing training to the team.
Dynamic Marketing & Associates
VP of Sales & Customer Service
10.1994 - 12.2004
Job overview
- Developed short and long-term sales strategies to gain market share, uncover new sales opportunities and increase revenue.
- Enhanced workflow by optimizing sales and customer service interactions.
- Optimized sales methodologies through in-depth metric assessments.
- Fostered performance development of staff through ongoing coaching and mentoring on best practices.
- Developed tailored solutions for clients, increasing customer retention rates.
- Cultivated a culture of excellence within the sales team by setting clear expectations and prioritizing professional development opportunities.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Spearheaded expansion into new territories, establishing a strong presence in untapped markets.
- Enhanced customer satisfaction through fostering strong relationships and providing exceptional service.
- Identified new business opportunities through comprehensive market analysis and trend forecasting.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Increased sales volume and expanded product line to new retailers, warehouse clubs and natural food chains.
Education
๐๐ค๐ฌ๐จ๐ค๐ฃ ๐๐ฃ๐๐ซ๐๐ง๐จ๐๐ฉ๐ฎTowson, MD
๐ผ๐จ๐จ๐ค๐๐๐๐ฉ๐๐จ ๐ฟ๐๐๐ง๐๐ from ๐ฝ๐ช๐จ๐๐ฃ๐๐จ๐จ ๐พ๐ค๐ข๐ข๐ช๐ฃ๐๐๐๐ฉ๐๐ค๐ฃ๐จ
Skills
- Strong Confident and I empathetic , choosing to lead by example, always with a prioritized focus on clear communications boundaries and I expectations
- High energy and High Result Orient d, Customer First customer Centric one on On Customer Interfacing
- Teamwork and collaboration
- Customer service
- Customer Retebtion
- Dedicat d to the ongoing improvement of the CX
- Problem-solving
- Multitasking
- Excellent communication
- Critical thinking
- Computer skills
- Organizational skills
- Problem resolution
- Verbal communication
- Sales experience
- Upselling strategies
- Negotiation techniques
- Customer retention strategies
- Feedback collection
- Cross-selling techniques
- Customer segmentation
- CRM software proficiency
- Client onboarding
- Client satisfaction measurement
- Customer service experience
- Customer service background
- Outstanding interpersonal skills
- Retention strategies
- Excellent communication skills
- Problem-solving skills
- Time management
- Attention to detail
- Strong Confident and I empathetic , choosing to lead by example, always with a prioritized focus on clear communications boundaries and I expectations
- Multitasking Abilities
- Calm and professional under pressure
- Reliability
- Understanding customer needs
- Customer service excellence
- Team collaboration
- Adaptability and flexibility
- Active listening
- Verbal and written communication
- Decision-making
- Relationship building
- Customer relations
- Phone etiquette
- Microsoft office
- Call center experience
- Task prioritization
- Stress tolerance
- Self motivation
- Product knowledge
- Interpersonal skills
- Customer relationship management
- Analytical thinking
- Conflict resolution
- Professionalism
- Issue and complaint resolution
- Account reconciliation
- Administrative and office support
- Resourcefulness
- MS office
- Complaint resolution
- Record keeping
- De-escalation techniques
- Time management abilities
- Product and service sales
- Continuous improvement
- Written communication
- Professional telephone demeanor
- Billing procedures
- Project management
- Customer data confidentiality
- Inbound call management
- Order fulfillment
- Policies and procedures adherence
- Sales and upselling
- Customer relationship management (CRM)
- Product sales
- Cultural sensitivity
- Professional demeanor
- Emotional intelligence
Timeline
Financial At Risk Intake Specialist
Comcast
03.2023 - Current
Customer Success Manager
ABNA International
09.2012 - 02.2023
Director of Sales & Excellent CX
Peter Stone Group of Companies
02.2005 - 08.2012
VP of Sales & Customer Service
Dynamic Marketing & Associates
10.1994 - 12.2004
๐๐ค๐ฌ๐จ๐ค๐ฃ ๐๐ฃ๐๐ซ๐๐ง๐จ๐๐ฉ๐ฎ
๐ผ๐จ๐จ๐ค๐๐๐๐ฉ๐๐จ ๐ฟ๐๐๐ง๐๐ from ๐ฝ๐ช๐จ๐๐ฃ๐๐จ๐จ ๐พ๐ค๐ข๐ข๐ช๐ฃ๐๐๐๐ฉ๐๐ค๐ฃ๐จ
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