Team Lead Client Services
Resume:
JENIFER
JONES
J
J Yakima, Washington *****,
********@**.***
SKILLS
• SalesForce • Oracle • Netsuite
• SalesForce CPQ • DocuSign • Jira
• Data Analysis • Customer Data Analysis • Cross-functional Coordination
• Analytical Skills • Team Lead • Contract Analysis
• Billing Analysis • Process Improvement • Sarbanes-Oxley (SOX) Compliance Remote Team Leadership &
Development
• • Sales Support
PROFESSIONAL SUMMARY
Dynamic Client Services Team Lead with a proven track record in enhancing client retention through innovative process improvements and cross-functional collaboration. Skilled in Salesforce and adept at fostering high-performance teams, I drive operational efficiency and ensure compliance, resulting in significant financial savings and elevated customer satisfaction.
EXPERIENCE
Client Services Team Lead November 2023 - January 2025 Sincro/DealerOn (formerly known as CDK/Sincro) Seattle, Wa, United States
• Led a remote business operations team (onshore & offshore), maintaining an error rate below 5%, setting a benchmark for excellence.
• Spearheaded the Oracle-to-NetSuite migration and Oracle CPQ launch, resolving integration challenges and optimizing processes for seamless transitions.
• Developed and implemented operational efficiency improvements that enhanced client retention and service delivery.
• Fostered cross-functional collaboration, improving customer satisfaction and business retention.
• Served as the primary escalation point for system issues, ensuring swift resolutions.
• Cultivated high-performance teams through strategic mentorship and feedback, driving engagement and efficiency.
• Pioneered innovative process improvements, leading to measurable gains in service quality and operational effectiveness.
• Led contract administration initiatives, ensuring compliance with OEM requirements, SLAs, and business objectives.
• Partnered with the Legal Team to modify contracts, aligning them with evolving client needs and requests.
• Identified process gaps, driving improvements that resulted in significant financial savings.
• Developed SOPs and training tools, enhancing team productivity and streamlining workflows.
• Built strong cross-departmental relationships to address systemic issues and improve efficiency.
• Participated in monthly OEM Billing & Finance Analysis meetings, ensuring proper alignment of program enrollment, onboarding, cancellation, and pricing initiatives.
• Collaborated with Product BI & Product Engineering teams to test and validate product releases for bugs before deployment.
Client Services Operations Team Lead/DMG Client Services Team Lead – Legal & December 2010 - October 2023 Contract Support
CDK Global /Sincro (formerly known as The Cobalt Group) Seattle, Washington
• Managed cancellations and booking queues for onboarding and fulfillment, ensuring accurate processing across sales, support, and finance teams.
• Trained teams on new SOPs as products and services evolved, maintaining operational consistency.
• Led the Booking Team transition into the Contract Admin Team, training staff and implementing new SOPs.
• Supported the Salesforce onboarding transition from Oracle CRM, ensuring smooth adoption and integration.
• Traveled to corporate headquarters to facilitate acquisition integration, learning new systems within 3 days to successfully implement at CDK/Sincro.
• Onboarded and trained new employees, ensuring seamless adaptation to evolving processes and new roles introduced post-acquisition.
Contracts Administration Team Lead April 2010 - December 2010 The Cobalt Group Seattle, Washington
• Team Leader for daily operations of Cancellations Team
• Managed Cancellations Queues and ensured requests were being processed in accordance with the SOP's, and responded to requests for cancellation information, contract inquiries, and customer escalations. Collections Department Manager May 2007 - July 2009 Benchmark Association Services Las Vegas, Nevada, United States
• Directed team operations, ensuring departmental goals and standards were met
• Identified and rectified $150K in unpaid assessments within first 90 days
• Developed and implemented effective collections strategies with external agencies
• Conducted insightful training sessions on collection issues
• Recognized as Employee of the Quarter for outstanding collections performance on more than one occasion Managed team performance metrics, developed collection strategies, and reduced outstanding receivables through systematic approach
•
Community Association Assistant Manager January 2004 - March 2007 Terra West Management Services Las Vegas, Nevada, United States Hired as Administrative Assistant to a Portfolio Community Manager over 150+ Homeowners Associations. Completed industry management classes to be promoted into Assistant Community Manager role, supporting a Master Planned Community of 5,000+ homes.
Offered Accounts Receivable Representative position, then promoted within 5 months to Collection Department Supervisor role, managing 6 employees.
•
Associate Store Manager January 2002 - July 2004
Build a Bear Workshop Henderson, Nevada, United States
• Managed individual employees during shifts
• Maintained inventory counts daily
• Managed cash at the end of the day during closing procedures
• Hired & trained new employees
• Managed children's parties
• Managed external outings with store mascot
• Set up and managed eternal store involvement for charity events EDUCATION
Yakima Valley Community College, Yakima January 2000 WEBSITE, PORTFOLIO AND PROFILES
https://www.linkedin.com/in/JeniferJones
ACCOMPLISHMENTS
• Enhanced contract process, boosting client satisfaction scores by 30% in one year.
• Developed SOPs, improving team task efficiency by 25% within six months.
• Rectified issues, resulting in $200K in annual financial savings.
• Implemented strategies, reducing outstanding receivables by 40% in four months. LANGUAGE
Native
English
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