Summary
Overview
Work History
Education
Skills
Software
Timeline
Hi, I’m

Tahisha Jenkins

Freeport,NY
Tahisha Jenkins

Summary

Seasoned professional with 12 years of experience in customer-facing roles, adept in customer retention and satisfaction. Expertise in Saas industry, skilled in managing renewals and enhancing customer success. Seeking a Customer Success Manager I - Small Business role to leverage extensive small business acumen.

Overview

12
years of professional experience

Work History

Swarovski
Garden City, NY

Assistant Store Manager
04.2023 - Current

Job overview

  • Promote proactive management of team activities and daily store operations, adapting strategies to meet changing demands
  • Strategically monitor processes, enhancing efficiency and driving revenue growth
  • Exhibit exceptional leadership in sales, customer service, and client retention, ensuring a high level of customer satisfaction.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Developed and maintained strong relationships with vendors to facilitate timely product delivery.
  • Analyzed customer feedback and implemented strategies to improve customer experience.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Reduced operational risks while organizing data to forecast performance trends.
  • Implemented business strategies, increasing revenue, and effectively targeting new markets.

Bob's Discount Furniture
Freeport, NY

Guest Support Manager
08.2022 - 03.2023

Job overview

  • Managed and enhanced guest experiences at Bob's Discount Furniture by overseeing customer service operations, resolving guest issues effectively, and implementing strategies to improve overall customer satisfaction.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Planned and budgeted accurately to provide business with resources needed to operate smoothly.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

Guardian Life Insurance

Claims Solution Owner
03.2022 - 08.2022

Job overview

  • Spearheaded the development and implementation of strategic solutions for claims processing at Guardian Life
  • Insurance, which included overseeing project lifecycles, managing cross-functional teams, and ensuring compliance with industry regulations to enhance operational efficiency and customer satisfaction.
  • Adhered to regulatory and policy changes and made necessary adjustments to maintain overall success.

Liberty Mutual

Inside Property Claims Adjuster
02.2021 - 03.2022

Job overview

  • Managed and resolved a high volume of complex property claims at Liberty Mutual, including assessing policy coverage,investigatingdamages,negotiatingsettlements,andmaintainingmeticulousdocumentation,ensuringtimely and accurate claim resolution while providing exceptional customer service.
  • Advised others on legal and regulatory compliance matters.
  • Prepared reports of findings of investigations.
  • Coordinated and managed field investigations, outside engineers, contractors and cause and origin experts.
  • Analyzed information gathered by investigation and reported findings and recommendations.
  • Followed up on potentially fraudulent claims initiated by claims representatives.
  • Conducted day-to-day administrative tasks to maintain information files and process paperwork.

Carvana
Inwood, NY

Senior Customer Advocate
07.2018 - 04.2021

Job overview

  • Managed and enhanced customer relationships by providing top-tier support, resolving complex issues, and driving customer satisfaction as a Senior Customer Advocate at Carvana.
  • Implemented and developed customer service training processes.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Trained new personnel regarding company operations, policies and services.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Cross-trained and provided backup support for organizational leadership.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Resolved associate, tool and service delivery issues revealed by statistical reports.

Bank Of America
Toms River, NJ

Relationship Manager
02.2017 - 07.2018

Job overview

  • Managed and strengthened client relationships through proactive communication, strategic financial planning, and portfolio management, resulting in increased customer satisfaction and retention at Bank of America.
  • Built and maintained relationships with new and existing clients while providing high level of expertise.
  • Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
  • Achieved goals for sale of bank products and services and exceeded performance metrics for customer service.
  • Participated in staff meetings to discuss innovative strategies to improve services.
  • Analyzed customer data to identify areas of improvement and maximize customer satisfaction.
  • Facilitated workshops and seminars to educate customers on product features and benefits.
  • Created and maintained databases to track customer discussions and preferences for accurate, updated records.
  • Supported financial director with special projects and additional job duties.

T-Mobile, Metro New York

Assistant Store Manager
10.2011 - 02.2017

Job overview

  • Successfully managed daily store operations at T-Mobile, including staff supervision, customer service enhancement, inventory control, sales strategy implementation, and performance metrics analysis, leading to significant improvements in store performance and customer satisfaction.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Maintained positive customer relationships by responding quickly to customer service inquiries.
  • Interacted well with customers to build connections and nurture relationships.
  • Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
  • Implemented business strategies, increasing revenue, and effectively targeting new markets.

Education

Nassau Community College
Garden City, NY

University Overview

St John's University
Jamaica, NY

University Overview

Skills

Technical Skillsundefined

Software

Okta

Salesforce

Power BI

Podium

Kompass

Quinyx

Medalia

Timeline

Assistant Store Manager
Swarovski
04.2023 - Current
Guest Support Manager
Bob's Discount Furniture
08.2022 - 03.2023
Claims Solution Owner
Guardian Life Insurance
03.2022 - 08.2022
Inside Property Claims Adjuster
Liberty Mutual
02.2021 - 03.2022
Senior Customer Advocate
Carvana
07.2018 - 04.2021
Relationship Manager
Bank Of America
02.2017 - 07.2018
Assistant Store Manager
T-Mobile, Metro New York
10.2011 - 02.2017
Nassau Community College
St John's University

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Tahisha Jenkins