W

JENNIFER WORTHY

480-***-****

ad0jc8@r.postjobfree.com

Peoria, AZ 85382

SUMMARY

- Quick learner with experience handling special needs and high profile clients. - Background includes administrative support, customer service, training, and scheduling in retail and office environments. - Able to identify customer and business needs, generate ideas and implement creative solutions. - Detail-oriented with excellent organizational, decision-making and time management skills. Pragmatic Account Manager brings high-level customer service and issue-resolution skills. Proactive and tactful communicator with 10 years of industry experience and commitment to sales growth. Organized Manager with strong track record of customer satisfaction and loyalty. Increases market share and boosts profit margins to meet corporate objectives. Exceptional business and financial acumen demonstrated over 10-year career history. Pragmatic [CSR] brings high-level customer service and issue-resolution skills. Proactive and tactful communicator with 10 years of industry experience and commitment to sales growth.

SKILLS

Effective Customer Upselling

Team Member Motivation

Good Work Ethic

Customer Service

Team Management

Critical Thinking

Problem Resolution

Computer Skills

Organizational Skills

Friendly, Positive Attitude

Basic Math

Relationship Building

Planning & Organizing

Reliable & Trustworthy

Conflict Resolution

Data Management

Flexible Schedule

Supervision & Leadership

Microsoft Office

People Skills

Team Building

EXPERIENCE

401K STRATEGIC ACCOUNTS SR. ACCOUNT MANAGER

Phoenix, AZ

PAYCHEX, KEY PARTNER/ Apr 2019 to Dec 2022

Acts as the primary contact for Strategic Accounts 401(k) clients regarding all retirement products to ensure consistent quality service

Proactively communicates with client on a quarterly basis regarding status, questions, and timelines

Develops and maintains knowledge of account structures, services, and specific processes for assigned clients

Reviews plan designs to ensure client satisfaction

Establishes and maintains partnerships with

Sales and other internal partners to ensure client needs are met

Communicates with outside parties, including CPAs, Financial Advisors, Attorneys, Auditors, and third- party vendors

Develops and maintains knowledge of IRS and ERISA regulations to provide optimal service and technical guidance regarding plan maintenance and to ensure plan compliance with all regulations

Demonstrates intermediate skill level with systems and software such as HRIS, Salesforce, Flex, Core

Advanced, and ORS.

QUALITY ASSURANCE ANNAYLST

Phoenix, AZ

FACEBOOK/ May 2014 to Apr 2019

Provide Customer service support via email/phone for Facebook's small to medium business advertisers, covering topics including; campaign optimization, troubleshooting technical issues, explaining billing, and provide assistance with setting up different features across the platform like

Business Manager, Location functions, Global Pages, etc

Delegate cases to self and other base reps on the team on an hourly basis based on individual specializations, as well as monitor each reps case volume to be sure that required response times are met

Personally maintained an average response time of 13-16 minutes and several months in a row of 100% quality review score

Use information found in quality review audits and from sitting side-by-side with reps as they work through their cases to provide coaching and constructive criticism

Audit 8 cases for 46 team members on a weekly basis to ensure quality customer service, rep product knowledge, and system integrity

Assisted in the brainstorming process to revamp the quality review process to be more customer service oriented

Manage training for all new support reps, including the actual training, maintenance and creation of training materials and brainstorming new training classes and materials to train the most product team members possible

Introduced the use of a white board for the Support Team for writing up each team member's individual average metrics, specializations, and overall team performance in order to make the work the support team does more transparent not only to the team members but to other departments and their managers

Hold weekly team meetings with created PowerPoints to review hot topics, process changes, handle the interview and hire of new team members

Develop different interview tactics to make sure we are hiring the best possible person for the job

Deliver corrective actions to team members and use these times to coach the team member on how to become a better employee with the idea being to fix the team member rather than replace the team member

Provide bi-weekly one on one time to each member of my team to discuss current performance and career growth.

TELLER

Glendale, AZ

DESERT SCHOOLS FEDERAL CREDIT UNION, MSR/ Jan 2010 to Jan 2014

Provide methods to resolve member problems, complaints and dissatisfaction

Continually improve financial center and operational performance while remaining committed to the credit union's core values ("The Big 4") of member solutions, employee satisfaction, community involvement, and financial results

Promote and build positive relationships with members and explore solutions to their financial needs

Deliver outstanding service to our members -Build member loyalty by processing member transactions, accurately and efficiently -Provide methods to grow business organically by identifying opportunities to deepen member relationships (versus single product/service sales) -Provide methods to grow business non organically by identifying opportunities to match value added products and services to nonmembers -Display intensity, excitement and optimism of team and members.

ASSISTANT MANAGER

Phoenix, AZ

SPEEDY CASH/ Jan 2006 to Jan 2010

Check cashing store that also offers title & registration loans

Maintain a cash drawer for a 10+ hour shift without having any overages or shortages

Assist customers with check cashing, money orders, loan payments, new loans, & refinance loans

Balance store for daily closing, including balancing checks, cash drawer, and daily reports

Audit 300+ new customer loan accounts on a nightly basis for all the stores throughout Arizona

Includes checking for compliance with company policies and loan requirements.

EDUCATION AND TRAINING

High School Diploma

Dobson High School Jun 2008

Mesa, AZ

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