Jessica Kapinas
Bethlehem,PA
Summary
Dynamic Customer Service Manager with a proven track record at Guardian Life Insurance Company, achieving four promotions through exceptional client relations and service delivery optimization. Skilled in conflict resolution and cross-functional collaboration, I drive performance improvements and enhance customer experiences, consistently exceeding expectations and contributing to organizational success.
Overview
14
14
years of professional experience
Work History
Manager, Enterprise Customer Service
Guardian Life Insurance Company of America
Bethlehem, PA
03.2017 - Current
- Obtained four internal promotions as a result of exceeding job performance metrics and showcase of leadership skills.
- Led cross-functional teams to enhance operational efficiency and collaboration.
- Developed strategic plans to align departmental goals with company objectives.
- Conducted performance reviews and provided constructive feedback to team members.
- Implemented process improvements to streamline operations and reduce costs.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Direct day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals
- Motivate and evaluate direct reports for performance improvement and goal achievement
- Aid in executive decision-making process by assessing current operating model and recommending corrective actions
- Measure and review performance via KPIs and metrics
- Assist with budget management and recommend cost saving initiatives
Restaurant Manager
Bayou Boys Inc
Bethlehem, PA
02.2014 - 03.2017
- Oversee front of the house operations, exceeding sales and leadership goals.
- Worked in close collaboration with team members to ensure customers received high-quality service.
- Complied with health, sanitation and liquor regulations by clearly communicating and reinforcing standard procedures to employees.
- Supervised staff and provided training to enhance team performance.
Customer Service & Sustainability
SLM Facility Solutions Nationwide
GreenLane, PA
10.2011 - 01.2014
- Obtained 2 promotions due to exceeding job expectations and self development initiation
- Gathered data, modeled trends and produced detailed reports outlining findings and recommendations.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Reviewed sustainability plans across industries to identify and implement optimal solutions.
Skills
- Client Relations and Retention
- Service Delivery Optimization
- Virtual Team Building and Talent Development
- Workforce Management
- Conflict Resolution
- Multitasking and Prioritization
- Cross-functional Collaboration
- Verbal and Written Communication
Timeline
Manager, Enterprise Customer Service
Guardian Life Insurance Company of America
03.2017 - Current
Restaurant Manager
Bayou Boys Inc
02.2014 - 03.2017
Customer Service & Sustainability
SLM Facility Solutions Nationwide
10.2011 - 01.2014
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