Jenni Lahti
Call Center Manager
Mesa,AZ
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
Work History
Store Manager
Storagexperts
Scottsdale, United States
07.2022 - Current
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
Customer Success Manager
Cruise Automation
Scottsdale, United States
02.2022 - 07.2022
- Managed department call volume of 100 calls per day and coordinated department schedules to maximize coverage during peak hours.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Call Center Supervisor
Storage West
Mesa, Arizona
12.2013 - 02.2022
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Developed quality employees within call center to take over leadership positions.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Trained team members on performance metrics and consumer behavior identification.
IT Technician
WEST
Chandler, AZ
01.2013 - 12.2013
- Maintained office PCs, networks and mobile devices.
- Refurbished PC systems and peripherals such as monitors, networking equipment, printers and more.
- Imaged and prepared new computers for integration into company networks and systems.
- Patiently walked individuals through basic troubleshooting tasks.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Set up PCs, projectors and microphones for use in video conferencing rooms.
Customer Service Call Center Supervisor
Affinitas
Gilbert, AZ
11.2007 - 01.2013
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Determined quality assurance benchmarks and set standards for improvement.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
Education
Bachelor of Science - Business Administration And Management
Maricopa Community Colleges - Mesa Community College
Mesa, AZ 08.2006 - 05.2010
Skills
Quality controls
Staff Management
Problem-solving skills
Call center operations
Help Desk Operations
Policies and procedures
Strategic planning
Business administration
Coaching and mentoring
Hardware and software installation
Schedule optimization
Timeline
Store Manager
Storagexperts
07.2022 - Current
Customer Success Manager
Cruise Automation
02.2022 - 07.2022
Call Center Supervisor
Storage West
12.2013 - 02.2022
IT Technician
WEST
01.2013 - 12.2013
Customer Service Call Center Supervisor
Affinitas
11.2007 - 01.2013
Bachelor of Science - Business Administration And Management
Maricopa Community Colleges - Mesa Community College
08.2006 - 05.2010