Summary
Overview
Work History
Education
Skills
Softwareproficiencies
Timeline
Generic

Senetta Jeter

Arlington,TX

Summary

Results-driven Customer Support Manager with 15 years of expertise in account management, sales, and customer service. Proven track record in implementing large-scale support processes that enhance customer satisfaction and loyalty. Detail-oriented professional skilled in fostering relationships with diverse clientele and resolving issues efficiently. Seeking to leverage strong communication skills and dedication to profitability in a growth-focused role.

Overview

15
15
years of professional experience

Work History

Customer Success Manager

Bobs Discount Furniture
Long Beach, CA
01.2018 - 06.2023
  • Received the “Manager of the Month Award” and the “Office of the Quarter Award.”
  • Enhanced bedding metrics by 20%.
  • Reduced the store's bad debt by $15,000.
  • Grew sales of the Additional Protection Plan by 10%.
  • Steadily promoted through roles demonstrating leadership.
  • Guided guests through steps of selecting home furniture.
  • Trained new associates in the use of SAP and Citrix software applications.
  • Created spreadsheets and trackers to monitor productivity.
  • Responded to escalated guest concerns, and retained customer loyalty.
  • Oversaw creation of employee timetables, financial planning for the office, and program for developing new talent.
  • Implemented productivity challenges that increase product knowledge and enhance the usage of finance options.

Clerical Support Manager

Living Spaces
Manhattan Beach, CA
03.2013 - 12.2017
  • Addressed client concerns through timely responses.
  • Communicated messages to designated team members.
  • Processed entry of client's data into records.
  • Performed document management functions such as filing, faxing, and copying accurately.
  • Analyzed data to identify opportunities for improving support levels.
  • Proposed or approved modifications to project plans.
  • Monitored customer service performance metrics and identified areas for improvement.
  • Assisted in the development of long-term strategies for improving customer service processes.
  • Managed daily operations of the customer service department, including staffing schedules and resource allocation.
  • Maintained accurate records of all customer interactions and transactions.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Negotiated contracts with vendors to secure favorable terms and pricing.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Developed departmental goals and standards in line with supporting organization's mission and strategic vision.
  • Ensured compliance with company policies, procedures, and industry regulations.

Office Secretary

Pro Con Structures
Los Angeles, CA
08.2010 - 11.2013
  • Synchronized meeting schedules, ensuring confirmation for clients and team leads.
  • Handled scheduling arrangements and planned events meticulously.
  • Oversaw handling and distribution of funds.
  • Streamlined ordering process for workplace essentials.
  • Raised funds by organizing multiple events and diligently managed details to meet deadlines.
  • Transcribed documents and maintained high levels of accuracy.
  • Received and routed incoming calls and correspondence to promote timely communication.
  • Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
  • Drove customer feedback to deliver information to management for corrective action.
  • Provided administrative support to management staff as needed.
  • Managed multiple calendars and contacts using computer software.
  • Coordinated communications, taking calls, responding to emails and interfacing with clients.
  • Composed and distributed reports, routine correspondence and meeting notes with job-related software.
  • Responded to customer issues to provide immediate resolution and improve retention.

Client Service Representative

H&R Block
Long Beach, CA
07.2008 - 07.2012
  • Facilitated efficient client reception and support.
  • Responded to numerous calls in high-pressure situations.
  • Managed diverse payment processing for cash, cards, and checks.
  • Handled client correspondence efficiently.
  • Reviewed and resolved client concerns and issues, researching relevant details and clearly communicating solutions.
  • Personalized client experience, identifying unique needs and providing information and services to match.
  • Processed orders, returns, exchanges, and refunds accurately and promptly.
  • Adhered to all applicable laws and regulations while performing job duties.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Developed strong relationships with customers through friendly interactions and problem-solving abilities.
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
  • Documented customer correspondence in CRM to track requests, problems, and solutions.
  • Strengthened customer retention by offering discount options.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.

Education

B.S. Degree - Business Management

University of Phoenix
03.2024

Associate of Arts - Business Administration And Management

University of Phoenix
Tempe, AZ
03-2022

Skills

  • Skilled in Microsoft Office Applications
  • SAP Software Expertise
  • Citrix System Management
  • Virtual Meeting Facilitation
  • Skype
  • Microsoft Teams Proficiency
  • Account updates
  • Business development
  • Account management
  • Team building
  • Customer retention
  • Customer relationship building
  • CRM software
  • Customer service
  • Customer relations
  • Negotiation
  • Proficient in [software]
  • Client service optimization
  • Customer needs assessment
  • Research and due diligence
  • Strategic planning
  • Training and mentoring
  • Customer account management

Softwareproficiencies

  • Microsoft Office (Outlook, Word, Excel & PowerPoint)
  • SAP
  • Citrix
  • Zoom
  • Skype
  • MS Teams

Timeline

Customer Success Manager

Bobs Discount Furniture
01.2018 - 06.2023

Clerical Support Manager

Living Spaces
03.2013 - 12.2017

Office Secretary

Pro Con Structures
08.2010 - 11.2013

Client Service Representative

H&R Block
07.2008 - 07.2012

B.S. Degree - Business Management

University of Phoenix

Associate of Arts - Business Administration And Management

University of Phoenix

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Senetta Jeter