Jenna Clayton
Auckland,Glenfield
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
18
18
years of professional experience
Work History
Customer Care Manager
Brand Developers LTD
07.2021 - Current
- Developed customer support strategies and training to increase customer retention/debt collection, improve customer experience and identify potential risks to the business
- Managed department call volumes of 250+ calls and 200+ emails per day and coordinated department schedules to maximize coverage during peak hours.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Monitored metrics and developed actionable insights to improve efficiency and performance
- Created training manuals and operating procedures to assist with training of new employees
- Created a positive, driven team environment that consistently produced excellent results
Sales Retention Team Leader
Brand Developers Ltd
06.2018 - 07.2021
- Led regular team meetings to keep motivated with tips, techniques and relevant information.
- Worked closely with multiple departments to develop customized solutions meeting unique requirements.
- Set ambitious targets and motivated strong performance to keep team growing effectively.
- Monitored team performance and provided constructive feedback.
- Provided insights on customer and product trends through data analysis
- Built strong team by recruiting and developing top talent.
Senior Sales Team Leader
Brand Developers LTD
02.2016 - 06.2018
- Motivated sales team to exceed targets through friendly competition and other incentive programs.
- Overcame objections and closed sales while following company policies and legal requirements.
- Taught salespeople to close deals and improve sales performance to increase revenue for company.
- Handled customer complaints and de-escalated tricky situations
Sales Consultant
Brand Developers Ltd
06.2014 - 02.2016
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Achieved top performance by strategically adapting to rapidly changing, competitive environment.
Bartender Shift Manager
Grand Central
05.2013 - 05.2014
- Performed opening and closing duties, printing sales reports, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Cultivated strong relationships with repeat customers, engaging in friendly conversation and memorizing drink orders to promote loyalty.
Bartender
Prego Restaurant
11.2011 - 04.2012
- Served high customer volumes during special events, nights, and weekends.
- Performed opening and closing duties, setting up for incoming shift, preparing cash drawers, and taking inventory.
- Kept bar presentable and well-stocked to meet customer needs.
- Trained new bartenders on drink preparation, product promotion, garnish preparation, and sanitation protocol.
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
Duty Manager
Chapel Car And Bistro
08.2009 - 11.2011
- Trained employees in essential job functions.
- Responded to customer concerns by providing friendly, knowledgeable support, and maintaining composure and professionalism.
- Developed and maintained strong relationships with customers to increase loyalty, trust and satisfaction.
- Inspected stocks to identify shortages, replenish supply and maintain consistent inventory.
Checkout Supervisor
Foodtown
06.2005 - 08.2009
- Trained cashiers on organizational policies, cash handling and customer service to maintain highly skilled team.
- Assisted customers in need to promote pleasant shopping experiences and encourage return business.
- Resolved customer complaints quickly to maintain customer satisfaction.
Skills
- Customer Experience Improvement
- Staff Mentoring
- Interdepartmental Collaboration
- Contact Management Systems
- Client Interactions
- Business Analysis
- Customer Care
- Escalation Management
- Operational Efficiency
References
Jerry Jacob
Chief Operations Officer - Brand Developers
0272773539
JerryJ@branddevelopers.co.nz
Sandy MacCarthy Morrogh
Senior Sales Manager - Brand Developers
021454055
I have worked with Sandy and Jerry for my entire 9 year tenure at Brand Developers, they can speak to my character and work ethic.
Timeline
Customer Care Manager
Brand Developers LTD
07.2021 - Current
Sales Retention Team Leader
Brand Developers Ltd
06.2018 - 07.2021
Senior Sales Team Leader
Brand Developers LTD
02.2016 - 06.2018
Sales Consultant
Brand Developers Ltd
06.2014 - 02.2016
Bartender Shift Manager
Grand Central
05.2013 - 05.2014
Bartender
Prego Restaurant
11.2011 - 04.2012
Duty Manager
Chapel Car And Bistro
08.2009 - 11.2011
Checkout Supervisor
Foodtown
06.2005 - 08.2009
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