Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
Work Background
PenskeAssistance Coordinator
Mar. 2024Part of Penske’s 24/7 Roadside Assistance team, providing critical support to a fleet of over 430,000 vehicles. Ensures that customers receive timely and effective roadside assistance while minimizing costs and downtime. • Engage in high-volume inbound and outbound phone communications daily with customers to assess vehicle failures and driver conditions, ensuring a thorough understanding of the situation and immediate response.
• Provide clear, accurate, and timely service information to Penske and third-party service providers, establishing the most appropriate service plans and minimizing customer downtime.
• Perform diligent follow-up to ensure full resolution of service requests and closure of each breakdown event. Ensure all interactions are fully documented and updated for efficient case handoff.
• Identify potentially problematic breakdown events and take swift action to prevent service delays or safety issues. Collaborate with peers, lead technicians, and supervisors to resolve escalated road calls effectively.
• Work closely with Penske leadership and external service providers to address high-priority issues, sharing experiences and learning opportunities to improve team efficiency and performance.
• Maintain detailed records of all interactions, troubleshooting steps, and service outcomes to ensure compliance with internal protocols and industry standards.
• Complete ongoing training modules on OEMs, tire processes, and roadside assistance procedures to stay up-to-date on the latest industry trends and best practices.
• Quickly assess breakdown situations and proactively implement corrective actions, escalating when necessary to ensure the best possible outcome for customers.
ComcastRepresentative 2, Small & Medium Business Direct Sales – Retention/Loyalty
Nov. 2022 - Mar. 2024Responsible for supporting Comcast Business Services in their efforts to retain our existing customer base through working with existing customers that are either requesting disconnect of service or who have been identified as being part of a customer subset with high propensity to request disconnect of service. Using all tools and resources available, research complex scenarios with customer’s accounts for a favorable outcome for both Comcast and the customer. Empathizes with clients, helps them resolve outstanding issues and renegotiates the terms of their agreement. Upsell and add services to existing customers to drive revenue positive outcome on every call. • Renew customer contracts at every opportunity to retain and increase revenue.
• Provided new sales order agreement proposals to clients based on current agreement expiration.
• Coordinate and troubleshoot with internal departments to resolve customer concerns.
• Review status of client funnel base to ensure agreement renewal for retaining and gaining revenue.
• Able to effectively multi-task within different environments to make customer experience effortless.
• Supported peers as needed for order entry, escalations, technical and billing issues. • Possess a strong sense of empathy for customers creating trust and rapport with customer.
• Strong skills in de-escalation techniques. Using active listening skills to make customer feel that their needs are going to be met.
• Able to work effectively in high energy, fast-paced, often stressful situations.
• Able to adapt quickly to ever changing environments within industry.
• Meet or exceed metrics for revenue retained, renewal rate, first call resolution, quality behaviors, adherence to schedule to name a few.
ComcastCustomer Account Executive
Oct. 2017 - Nov. 2022Responsible for receiving inbound calls from customers wishing to downgrade or disconnect services. Create a positive customer experience that establishes confidence by creating a personal connection with each customer. • Using discovery questions, determine reasons for disconnection/downgrade and resell the value of current services as well as identify opportunities to upgrade or sell additional products.
• Possess a strong sense of empathy for customers creating trust and rapport with customer.
• Xfinity ambassador of all products, features, benefits, digital options, and rewards.
• Able to work effectively in high energy, fast-paced, often stressful situations.
• Using de-escalation techniques, able to manage angry or upset customers.
• Own customer experience so the customer feels appreciated and that their concerns are being heard and taken seriously.
• Able to effectively multi-task within different environments to make customer experience effortless.
• Returned calls for supervisor escalations and supported chat for escalated customers, order entry issues and billing questions.
• I was team lead for Diversity, Equity, and Inclusion. Created content on DE & I subjects and presented to teams during huddles. Active member of BEN, OUT, Women’s Network ERG’s.
• Selected for incentive and engagement committee for developing motivational programs for retention department.
• Responsible for new hire training, creating incentives and motivational programs for the retention team and collaborating with other teams remotely to ensure positive virtual engagement and morale. Awards and Achievements EXPY Award for Leadership Excellence – Q2 2020
Winner of The Place Award – November 2020
Winner of Circle of Success Award – 2020
Winner of Expy Award For Customer MVP – December 2021
OUT Lead for Community Outreach, Career Development and Mentor – June 2022-March 2024
TruGreen Lawn CareAccount Manager
Jan. 2015 - Jan. 2017Responsible for outbound calls on the east coast to retain customers that have terminated their lawn and tree & shrub services by utilizing price discounts, restructuring of services, scheduling re-service applications, applying credits, or escalating customer issues to the Branch Service Manager or General Managers requiring extensive problem solving. • Perform approximately 200 outbound calls per day to customers wishing to cancel services.
• Resolved customer service concerns after determining root cause of the concern.
• Used save training and save offers to retain customers at every opportunity as well as retaining revenue.
• Updates and maintains customer database with accurate customer information and timely data entry.
• Provides resolution and timely follow-up with customers.
• De-escalated customer issues but if needed, escalates to Branch Service Manager and General Manager that require additional attention.
• Professional demeanor when speaking to customers and the ability to instill confidence in all retention efforts.
• Upsells services to existing customers based on need.
• Responsible for training new hires and assist when needed.
• Consistently met and exceeded retention goals on a daily, monthly and yearly basis.
NewComm DistributingOwner
Jan. 2001 - Jan. 2014Formulated and setup an audio/visual conferencing distribution business for NewComm Technologies customers and others. Using QuickBooks, designed and implemented all aspects of distribution and logistics operations including sales orders, purchasing, A/R, A/P, collections, shipping and receiving, returns, and inventory management. Worked with manufacturers to effectively maintain a 5-week inventory; negotiated distribution contracts, pricing, and policies. Generated weekly Point-of-Sale reports for manufacturers. Interacted with customers to ensure accurate ordering procedures and expediting of orders. Delivered off site regional sales/technical training sessions on new products for 25-40 customer sales personnel. • Established and grew this startup distributing business; partnered with manufacturer in order to successfully achieve sales goals and bonus attainment objectives.
• Introduced several key initiatives that drove business growth, including early payment incentives, volume rebate programs for customers, outside sales representative quota incentives, as well as inside sales commission programs.
NewComm TechnologiesOwner
Jan. 1996 - Jan. 2014Manufacturer’s Representative Sales Firm for high-end boardroom/conference room, lecture hall, auditorium, college, museums, and government audio/visual equipment sales. Represented 11-15 Companies and sold product to Dealers, Consultants, Designers, and Installers. • Designed and delivered informational presentations; launched new products, addressed inquiries, and relayed overall value of products.
• Attended industry trade shows and worked multiple manufacturers booths to demo and sell products to current and prospective customers.
• Set up/tear down of trade show booth to showcase manufacturers products as well as demo newest versions of hardware and software.
• Responsible for inside cold/hot calls as well as outside sales introducing new products to customers. Introduced beta product to selective high-end customers to test product in real world applications.
• Tracked and monitored sales metrics; maintained accuracy regarding sales quotas, bonuses, and commissions.
• Coordinated off-site regional training sessions for customers. Implemented a sales commission structure for sales representatives. Recruited and supervised 5 direct reports; developed and implemented several employee initiatives including medical benefits and a 401K program.
• Built a highly productive sales team that consistently contributed to year-over-year growth; increased gross profits annually at least 10% and as high as 24%.
• Consistently provided quality customer service that generated strong customer retention; enhanced public image through several venues including website, newsletters, and national tradeshow events.
• Recipient of numerous industry awards including the ClearOne Roman Stretch Award for Best Video Launch (1999), Liberty Wire & Cable Sales Award (2001-2004), RGB Spectrum Representative of the Year (1999, 2001,2002, 2005) and Vaddio Representative of the Year (2003-2006)
Sharp Electronics CorporationSenior Sales Coordinator
Jan. 1992 - Jan. 1996Promoted from administrative role to serve as liaison for 8 outside sales Regional/Area Managers; held full accountability for working closely with customer and credit managers to ensure timely issue of payment and order release. Responsible for inside sales calls and blanket order special pricing to customers for various purchases including governmental, educational, and large quantity accounts. Accompanied Area and Regional Sales Managers on sales calls to assist with product launches, demonstrations as well as trade shows. Communicated with customers, addressed inquiries, and issued RMA’s for damaged and non-repairable products. Processed commissions for 16 outside sales representatives within the LCD Products group. Recorded and monitored approximately $1M in demonstration product for all sales representatives. • Substantially increased departmental productivity by developing a computerized quoting system for the entire LCD Group.
• Played key role in the setup and implementation of new commission program in collaboration with IS department head.
• Established rapport with customers, which facilitated ongoing business, provided customers with a network of contacts and connections for service, parts and authorized service centers nationwide.
• Assisted Area and Regional Managers with outside sales calls, demos, and new product launches. Set up/tear down of trade show booth to demo latest hardware at regional and national trade shows.
ComcastCustomer Account Executive (Retention)
Intch is a Professional Networking App for the Future of WorkSee more people like Jenn on Intch
300k+ people
130+ countries
AI matching
Get Intch if you'd like to
565944 people
18
Technologist, Project/Program Manager
17
Assistant manager
16
Customer service specialist
118754 people
18
Technologist, Project/Program Manager
17
Assistant manager
15
Human Resources @ UB Greensfelder