Jenelle Williamson

**** * ******* **

Olathe, KS 66061

Cell Phone: 419-***-****

Email: ad0czv@r.postjobfree.com

Education:

Bachelor of Science in Elementary Education May, 2008 Northland International University, Dunbar, WI

Children’s Preschool Ministry Team Leader-3 years

Experience:

Zoom February 2021 - February 2023

Enablement Project Manager for the Event Services Team, Remote

Daily Job Aspects - Created online learning content and courses for the larger changes in team workflow. Scheduled and led live training sessions on new and current information as well as refresher courses on best practices for the entire team. Facilitated Subject Matter Expert sessions on specific knowledge areas to help the team continue growing in knowledge about event services and applicable technical streams. Hosted office hours bi-weekly to maintain consistent contact and open communication with team members. Designed, Edited, and Delivered instructional videos for easy viewing and efficient learning during peak busy seasons. Tracked attendance and learning objectives and created mandatory surveys for all modalities of learning to assess strengths and weaknesses of the team as well as areas of improvement for enablement.

Collaborated with team members and management to align on key goals for the team and pain points across team workflows and knowledge deficiencies. Designed and assisted on several projects to improve team efficacy and workflow.

Stayed current with platform releases and advancements so as to disseminate that knowledge to the frontline team working with customers.

Designed an 8 week New Hire program to prepare new hires for their specific roles on the team. This program consisted of online learning, live training by myself and my team, and guided practice with a mentor.

Composed a monthly team newsletter to keep the team and management aligned on enablement objectives and new feature learning opportunities, as well as access to past learning they may have missed.

Constructed a process for creating and maintaining team documentation that was current and relevant. Assisted in creating documentation and building out a library of content for team viewing. Zoom November 2019 - February 2021

Online Event Consultant, Overland Park, KS

Daily Job Aspects - Used my knowledge of the Zoom platform, technical elements, and past experience with online events to assist customers in planning out the details of their online event, focusing on planning ahead to prevent potential issues that may keep their event from running smoothly. Facilitated meetings, including planning and technical rehearsals helping to design organization for speakers/presenters that follows a flow of show/agenda that keeps everyone on task and the event running smoothly, leaving little room for human error. Presented a model of technical support on events that offered both troubleshooting, checking settings, ensuring the correct view to participants, and at times moderating and sharing content for an attendee experience matching the customer’s expectations.

Collaborated with the team continuously about holes in our processes, then assimilated the feedback and designed new processes in Asana that streamlined receiving new requests, getting the requests filled and assigned to the appropriate team members, and keeping communication clean to provide more continuity for the team and a better customer experience.

Provided back up support t0 the team when needed: filling in for other reps that had emergency situations, assisting with scheduling new requests and aligning elements on the calendar with our Asana systems, offering coaching (technical tips and soft skills) to new members on the team, and teaching new processes/skills to the team. Zoom July 2017 - October 2019

Technical Support Engineer, Overland Park, KS

Spent time with new hires and other team members to help them learn the product knowledge needed to tackle their own customer issues and by assisting them with fine-tuning their own trouble-shooting processes, customer communication, and teamwork relationship skills.

On weekend shifts, in group chats, and where opportunity presents I tried to be a positive voice on the team, listening to concerns, advising where needed, being a resource for information about the product, integrations, or processes, and overall trying to keep a positive attitude even during times of high stress.

Aspired to set a good example of customer service that goes above and beyond by going the extra mile to communicate effectively with customers and get tickets resolved in an efficient way, to do what I could to assure them issues were being investigated in a timely manner, by coordinating with engineering or team leads if needed, by taking tickets from leads and management that needed quick resolution or a soft glove approach, and by pulling the resources needed for me to fully understand and resolve the issue.

PeopleAdmin June 2016 - July 2017

Customer Success Specialist, Shawnee, KS

Provide product excellent support to customers via phone, chat, or case submission; Responsible for resolving cases in a timely manner according to Service Level Agreement standards, and communicating with customers with a “customer before self” attitude.

Continued active resource to newer members of the team for product knowledge, soft skills, and team protocol and processes; Act as a team player by filling gaps in daily operations; Consistently use observation skills to gather the pulse of individuals and the team especially during high stress or busy times and then do what I can to keep a positive team atmosphere.

Communicate and work with peers in other departments about customers and/or cases when needed; Develop and maintain a professional, friendly relationship with my peers and leadership to allow for higher success in collaboration.

Have assisted with gathering ideas for both product features and process improvements to give our customers and our team the tools they need to be successful; Not afraid to take on difficult customers or projects that require time and energy to exceed expectations; Attention to detail allows for efficient resolution times on most cases despite the level of difficulty. Oak Grove Church May 2015 - August 2017

Preschool Ministry Coordinator, Turner, KS

Responsible for coordinating the monthly schedule for our volunteers; Regular involvement in volunteer mentoring and development both personally and in being valuable members of our team; Provide vision and encouragement to our team on a monthly basis through team messaging and individual contact; Reporting to our leadership team on a regular basis.

Correlate all needs of our team and children with my co-leader including but not limited to: special events, environment changes, children with special needs, communicating with parents, discussing innovative ideas to get parents and children involved, developing curriculum and coordinating supplies, and deciding how to handle difficult situations with volunteers or children;

Northwestern Mutual October 2013 - May 2016

Associate Financial Representative, Leawood, KS

Cultivated solid professional relationships with the FR’s, the support staff, and clientele, which allowed me to work efficiently leading to high satisfaction for both the men I worked for and their clients.

Liaison between clients and underwriters during the underwriting process; complete service requests from clients in a timely and efficient manner while keeping their long-term financial goals in mind.

Involved with the intern program and provided direction and mentoring to college-age interns and new FR’s. Accessible Home Health Care

Office Administrator, Toledo, OH December 2011 - October 2012

Provided direct customer service for all clients and caregivers; exercised discretion and leadership while managing daily needs of the office and clients; collaborated directly with superiors to help make the business more efficient and successful. Elementary Teacher (First Grade) Fall 2009 - Spring 2011 First and Third Grades (Third Grade) Fall 2012 - Spring 2013

Developed weekly lesson plans based on the growth needs of the individual students in my classroom; coached students one on one to strengthen both educational and social skills

Communicated with parents on a regular basis and in conferences concerning child development; maintained professional, friendly relationship with parents regardless of any cultural or personality differences

Coached Jr. High and Sr. High Track and Field-2 years

Contact this candidate