Jenna Shirley
Pyrmont,NSW
Summary
Customer Manager and Consultant offering a 5 year track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback.
Overview
13
13
years of professional experience
Work History
Customer Care Manager
The Leins Group- Keller Williams Realty Inc
2018.01 - 2023.09
- Fostered and maintained established relationships with clients for an award winning realtor team.
- Scheduled and attended meetings with clients as well as prospective clients, as requested.
- Partnered with business leaders to deliver services that support company objectives; consistent with corporate values.
- Adapt quickly to changing business needs by revising processes for increased flexibility and scalability in service delivery.
- Created customer support strategies to increase customer retention and satisfaction.
Project Managment Consultant
Freelance, Courtesy Electric, Frontier Controls
2020.09 - 2023.07
- Assisted project leaders in scheduling and asset management over contracts up to 1 million dollars (USD).
- Consulted project managers in team building strategies.
- Helped project managers with workplace culture foundations and employee retention.
- Reviewed project documents in relation to workplace health and safety.
CRM
Ibotta
2012.04 - 2013.09
- Identified opportunities for process improvement by analyzing trends in customer service inquiries logged in the CRM.
- Enhanced customer satisfaction with prompt issue resolution through effective CRM management.
- Managed user access rights, roles, and permissions within the system to maintain data security and integrity.
- Integrated third-party applications with the CRM to enhance functionality and streamline operations.
Certified Nursing Assistant
The Rehabilitation Center At Sandalwood
2010.06 - 2012.03
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
Education
Nursing Assistance
Concorde Career College of Nursing
Aurora, Colorado05.2010
Metropolitan State University Of Colorado
Denver, Colorado05.2008
High School Diploma -
Green Mountain High School
Lakewood, Colorado05.2006
Skills
- Customer Relations
- Training and mentoring
- Team Management
- Delegation and Supervision
- Schedule Management
- Sales Support
- Data Tracking
- Staff Mentoring
Timeline
Project Managment Consultant
Freelance, Courtesy Electric, Frontier Controls
2020.09 - 2023.07
Customer Care Manager
The Leins Group- Keller Williams Realty Inc
2018.01 - 2023.09
CRM
Ibotta
2012.04 - 2013.09
Certified Nursing Assistant
The Rehabilitation Center At Sandalwood
2010.06 - 2012.03
Nursing Assistance
Concorde Career College of Nursing
Metropolitan State University Of Colorado
High School Diploma -
Green Mountain High School
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