Summary
Overview
Work History
Education
Skills
Websites
Certification
References
Timeline
Generic

Jerry Berney

Papillion,NE

Summary

Experienced Senior Manager with expertise in customer onboarding, technical integration, and leading cross-functional teams. Proven track record of enhancing customer satisfaction and retention through strategic process optimization and scalable onboarding solutions. Adept at driving growth in fast-paced environments by leveraging data-driven insights and collaborative leadership to ensure successful customer journeys and business outcomes.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Senior Manager API Integrations

Toast
02.2022 - Current
  • Led onboarding of key partners and customers by managing the integration of third-party APIs, ensuring smooth and efficient processes.
  • Developed and optimized onboarding strategies that resulted in a 20% increase in customer retention and satisfaction through streamlined onboarding workflows.
  • Collaborated with cross-functional teams and stakeholders to enhance onboarding experiences and ensure timely delivery of technical solutions.

Customer Care Manager

Toast
01.2021 - 02.2022
  • Performed extensive corporate management including strong customer service skills to ensure client satisfaction through team leadership
  • Provided outstanding customer service and accepts responsibility in maintaining strong professional relationships with co-workers and colleagues
  • Directed and delegated tasks to customer service reps which enabled the department to operate effectively and efficiently
  • Facilitated the staff development initiatives to maximize productivity and sales potential through the development of a strong Customer Service Team.

Disability Supervisor

MetLife
01.2019 - 01.2021
  • Provided effective leadership and direction to all call center associates ensuring compliance with all company policies and industry regulations
  • Collaborated efficiently with other internal and external stakeholders in order to identify and implement strategies to improve customer experience
  • Monitored call center metrics and analyze data to identify areas for improvement and implement strategies to enhance customer satisfaction and productivity
  • Maintained high levels of customer satisfaction by providing timely and accurate resolution to technology issues as well as customer inquiries and complaints.

Licensed Insurance Agent

Bankers Life
11.2018 - 02.2019
  • Effectively conducted thorough assessments of clients' insurance needs and provide recommendations based on their specific circumstances and goals
  • Maintained relationships with existing clients through regular communication and follow-up, including providing assistance with policy changes, claims, and renewals
  • Completed comprehensive training program to gain a thorough understanding of insurance products and industry regulations
  • Assisted experienced agents with client meetings and policy reviews, gaining valuable hands-on experience in the field.

Help Desk Operations Manager

Teirpoint
06.2014 - 10.2018
  • Effectively lead and managed a team of technicians responsible for providing technical support to internal and external customers
  • Established and implemented processes and procedures that improved customer satisfaction and increased efficiency
  • Facilitated the effective documentation of customer interactions and resolutions in order to provide efficient services
  • Resolved technical issues for customers, including hardware and software problems, network connectivity issues, and application errors.

IT Technician/Admin Assistant

MM Finance
05.2010 - 06.2014
  • Provided technical support and assistance to clients, including installation, configuration, and maintenance of hardware and software
  • Assisted with the development and implementation of IT policies and procedures aimed at improving technical operations as well as operation efficiency
  • Coordinated and maintained administrative processes in order to achieve organizational objectives as well as to improve technical accuracy and efficiency
  • Conducted the installations and minor repairs to hardware, software, or peripheral equipment within the organization including desktops, printers, and fax machines.

Education

General Studies - Focused On IT And Business Management

Metro Community College Omaha
Omaha, NE

Skills

  • Customer Onboarding & Growth Strategies
  • Cross-functional Collaboration
  • Process Optimization & Efficiency
  • Team Leadership & Development
  • Data-Driven Decision Making
  • Customer Retention Strategies
  • Problem-Solving Skills
  • Project Management
  • Documentation and Presentation
  • Customer Relationship Management

Certification

  • University of Notre Dame Foundations of Management (2021-March)
  • State of Nebraska Licensed Insurance Producer (2018-November)

References

Available Upon Request

Timeline

Senior Manager API Integrations

Toast
02.2022 - Current

Customer Care Manager

Toast
01.2021 - 02.2022

Disability Supervisor

MetLife
01.2019 - 01.2021

Licensed Insurance Agent

Bankers Life
11.2018 - 02.2019

Help Desk Operations Manager

Teirpoint
06.2014 - 10.2018

IT Technician/Admin Assistant

MM Finance
05.2010 - 06.2014

General Studies - Focused On IT And Business Management

Metro Community College Omaha

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Jerry Berney