Customer Service Digital Media

Jenelle Henry

OBJECTIVE

To obtain the Customer Service position at Tobacco Warehouse.

EDUCATION

University of Houston, Main Campus Houston, TX

Bachelor of Liberal Arts in Media Productions - Minor in Studio Arts

University of Houston, Clear Lake, TX

Master of Liberal Arts in Digital Media

Published Author/Artist – “The Transformation of Digital Media into Fine Art: Beauty for Ashes.” A scholarly reflection and execution of my skills. Available at Neumann Library.

Dickinson, TX

*****.*******@*****.***

(832) 785 - 4969

EXPERIENCE

Uot Consulting Information Technology Auditor

Jan 2023 - Present

●Conduct pre and post-implementation audits to evaluate system controls across the System Development Life Cycle.

● Assess and improve SOX 404 and SSAE16 SOC1 and 2 compliance through rigorous testing and risk assessment of IT processes.

●Advise on IT governance, risk management, and compliance standards to enhance organizational practices.

● Execute IT general controls testing and manage risk and control reporting to ensure Sarbanes-Oxley and SOC compliance.

Empower – Retirement Representative

October 2021 – December 2023

●Responsible for inbound retirement related customer service calls, primarily servicing government and Taft-Hartley plans: loans, withdrawals, contributions, website navigation, account protection, etc.

●Consistently top-rated for meeting or exceeding call quality, participant satisfaction, and efficiency performance metrics.

●Received several participant kudos and recognition from leadership for displaying outstanding customer service.

●Selected as a mentor to display live calls to help prepare agents getting ready to transition from Mass Mutual and Prudential platforms after acquiring both companies within the call center.

Lifetime Fitness, City Center, Houston, TX — Account Manager

March 2017 – February 2018

●Assisted prospective clients while building rapport and displaying positive customer service skills. After determining the clients’ needs, I would work to compile custom plans to best fit the client’s health goals to ensure retention.

●Selling memberships, securing referrals, and providing a top-notch experience, while keeping consistent relationships throughout the lifetime of the membership. I held one of the best retention rates for clients, routinely exceeding monthly sales quotas.

●Maintained accurate data entry & recordkeeping of client records.

ATTRIBUTES

Innate Desire to Provide Stellar Customer

Service Leadership

Attention to Detail

Motivating

Reliable

Resourceful

Networking

Prioritization & Organization

Problem Solving

Sales

Outgoing Personality

Empathetic

Creative

Artistic

TECHNICAL SKILLS

Workday

Illustrator, Final Cut Pro, etc.

Cirrus

CSAS

OnBase

Experian

Easy

Tax Port

Microsoft Office

CRM Platform

POS systems

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