JENNIFER WINTER

ad4ojg@r.postjobfree.com 305-***-****

Customer Service Management Human Resources

Dynamic and highly capable professional with over two decades of experience enhancing customer satisfaction through strategic leadership, effective problem-solving, and innovative staffing solutions. Skilled at managing diverse teams, cultivating strong client relationships, and implementing process improvements to drive operational efficiency. Adept at recruitment, talent acquisition, and onboarding processes, with a keen eye for identifying top-tier candidates and matching them with the right opportunities. An articulate communicator with a knack for building rapport and resolving intricate issues with finesse. Intelligent and personable, dedicated to consistently delivering exceptional service.

Areas of Expertise:

Staffing Client Services Customer Satisfaction Problem Resolution Relationship Management Inbound and Outbound Calls

Customer Retention Talent Acquisition Candidate Assessment Hiring Strategies Conflict Resolution Interpersonal Communication

PROFESSIONAL EXPERIENCE

Miami Nannies – Miami, Florida (Remote) March 2004 – Present

Customer Service Manager / Staffing

Spearhead customer service operations, delivering exceptional support by promptly addressing inquiries about services and facilitating client sign-ups.

Organize and schedule candidate interviews, optimizing the recruitment process for efficiency and effectiveness.

Conduct thorough interviews with prospective candidates, ensuring alignment with client needs and company standards.

Perform rigorous reference checks and background screenings to guarantee the safety and reliability of placed nannies.

Coordinate drug testing procedures and verify educational backgrounds and social security information to maintain compliance and trustworthiness.

Conduct proactive follow-up communications with clients post-interview, fostering strong relationships and addressing any concerns or preferences.

Draft and finalize contractual agreements upon client selection of a nanny, ensuring clarity and adherence to legal standards.

Assist clients in navigating taxation matters and facilitate health insurance registration for hired nannies, offering comprehensive support throughout the employment process.

Maintain ongoing communication with clients to ensure satisfaction and address any issues promptly, fostering long-term partnerships and loyalty.

Cambridge International – Cambridge, Maryland February 2019 – January 2024

Customer Service Manager

Engaged with customers via various channels including telephone, email, mail, and fax, demonstrating exceptional communication skills and a commitment to resolving inquiries promptly and effectively.

Addressed customer inquiries and troubleshot issues related to billing, services, and products, employing a solution-oriented approach to ensure customer satisfaction and retention.

Conducted thorough assessments of customer needs and preferences, effectively presenting and promoting Mediacom products and services tailored to individual requirements.

Adhered to sales and retention protocols to efficiently process customer concerns, contributing to achieving or surpassing established sales, quality, and productivity benchmarks.

Maintained customers informed about the status of their orders, fostering transparency and proactive communication throughout the service delivery process.

Demonstrated professionalism, courtesy, and patience in all customer interactions, cultivating positive rapport and reinforcing the company's commitment to exceptional service standards.

Proactively troubleshot basic service issues and escalated complex concerns, facilitating team meetings as necessary to address challenges and streamline processes.

Utilized creative problem-solving skills to address customer needs swiftly and effectively, ensuring timely resolution and enhancing overall customer satisfaction.

Thoroughly documented details of all customer interactions, ensuring accuracy and completeness of records to facilitate follow-up and resolution of ongoing issues.

Efficiently navigated and managed multiple systems, programs, and screens simultaneously, demonstrating strong multitasking abilities and technical proficiency in handling diverse platforms.

EDUCATION

Practical Nursing Program (LPN) Sheridan Technical School

High School Diploma North Miami Senior High

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