Jenny Cepeda
SUMMARY
SKILLS
EXPERIENCE
JENNY
CEPEDA
Cheerful and upbeat manager with history of exceeding customer and patron expectations.
Calm and composed in stressful situations with successful record of reducing customer
dissatisfaction through acknowledgment, decisive communication and focused solutions.
Expert at finding win-win solutions. Detail-oriented approach to resolving issues. Multilingual
customer service professional with advanced English and Mandarin Chinese abilities.
Demonstrated success in making callers feel comfortable and resolving diverse issues.
Excellent communication and multitasking abilities.
Reporting and documentation �
Project oversight �
Employee training �
Client rapport �
Issue and conflict resolution �
Training and development �
Customer service �
MS Office �
Problem resolution �
Relationship Building �
Data management �
Relationship development �
Communications �
STUDIO MANAGER | 09/2018 to Current
Checkmat Charleston BJJ - Charleston , SC
Welcomed customers and asked open-ended questions to understand individual
needs.
�
Developed from scratch the company's policies and procedures and then
proceeded to train all employees on these critical details.
�
Monitored the management staff to ensure that the company's "open-door policy"
was consistent, allowing employees to share ideas and openly make suggestions.
�
Immediately escalated incidents to remain compliant with company's standard
procedures and processes.
�
Addressed internal and customer-related issues each day and affected strategic
resolutions.
�
Created updated schedules for holidays major events to keep every shift well-staffed
during holidays and busy periods.
�
Interacted with prospects and customers at various events, including trade shows,
seminars and workshops.
�
Executed open and flexible strategies to foster better customer service and promote
positive and engaging environment for all.
�
Collaborated with upper management to present insurance alternatives as part of
comprehensive financial plans.
�
Met with each associate to establish realistic monthly sales goals. �
Inputted customer data into MindBody system, safeguarding financial and personal
information to avoid breaches.
�
Completed thorough opening, closing and shift change functions to maintain
operational standards each day.
�
Collaborated with staff to maximize customer satisfaction, streamline procedures and
improve bottom-line profitability.
�
Supervised and trained customer service team members to provide exceptional
service, driving retention and satisfaction.
�
Leveraged email, print and social campaign strategies to strengthen brand
awareness with target consumers.
�
Reported client activities from conventions and events to assist customer satisfaction. �
Oversaw social media accounts for diverse range of clients, implementing sales
strategies to drive activity.
�
EDUCATION AND
TRAINING
ACCOMPLISHMENTS
Interacted with partners, including art department, upper management and sales. �
Managed work according to tight project timelines and high quality standards. �
Checked software programs for usability, functionality and design issues. �
EXPORT & IMPORT DOCUMENTATION AND CUSTOMER SERVICE | 05/2016 to 09/2018
Mediterranean Shipping Company - Charleston , SC
Validated load plans, cargo cleanliness and transportation documentation. �
Determined shipping methods and prepared bills of lading, invoices, and other
shipping documents.
�
Provided excellent service and attention to customers when face-to-face or through
phone conversations.
�
Worked closely with team members to deliver project requirements, develop solutions
and meet deadlines.
�
Improved operations by working with team members and customers to find workable
solutions.
�
Achieved cost-savings by developing functional solutions to cargo withhold problems. �
Recognized by management for providing exceptional customer service. �
Improved customer satisfaction by finding creative solutions to problems. �
Demonstrated self-reliance by meeting and exceeding workflow needs. �
Handled all delegated tasks, including telex release and special account release. �
Liberty University - Lynchburg , VA
Bachelor of Science
International Business - Digital Marketing
Customer Service - Researched, calmed and rapidly resolved client conflicts to prevent
loss of key accounts.
�
Customer Interface - Greeted customers upon entrance and handled all cash and credit
transactions. Assisted customers over the phone regarding store operations, product,
promotions and orders.
�
Customer Assistance - Worked with company systems such as Live Support and diligently
completed all assigned tasks, working overtime as needed.
�
Quality Communication - Interacted with 50+ affiliate stations in US and Puerto Rico,
ensuring reliable and high-speed delivery to residential and small-business customers.
�
Multi-tasking - Cashiered with two cash registers at once in tandem to maximize customer
flow.
�
SUMMARY
SKILLS
EXPERIENCE
JENNY
CEPEDA
Cheerful and upbeat manager with history of exceeding customer and patron expectations.
Calm and composed in stressful situations with successful record of reducing customer
dissatisfaction through acknowledgment, decisive communication and focused solutions.
Expert at finding win-win solutions. Detail-oriented approach to resolving issues. Multilingual
customer service professional with advanced English and Mandarin Chinese abilities.
Demonstrated success in making callers feel comfortable and resolving diverse issues.
Excellent communication and multitasking abilities.
Reporting and documentation �
Project oversight �
Employee training �
Client rapport �
Issue and conflict resolution �
Training and development �
Customer service �
MS Office �
Problem resolution �
Relationship Building �
Data management �
Relationship development �
Communications �
STUDIO MANAGER | 09/2018 to Current
Checkmat Charleston BJJ - Charleston , SC
Welcomed customers and asked open-ended questions to understand individual
needs.
�
Developed from scratch the company's policies and procedures and then
proceeded to train all employees on these critical details.
�
Monitored the management staff to ensure that the company's "open-door policy"
was consistent, allowing employees to share ideas and openly make suggestions.
�
Immediately escalated incidents to remain compliant with company's standard
procedures and processes.
�
Addressed internal and customer-related issues each day and affected strategic
resolutions.
�
Created updated schedules for holidays major events to keep every shift well-staffed
during holidays and busy periods.
�
Interacted with prospects and customers at various events, including trade shows,
seminars and workshops.
�
Executed open and flexible strategies to foster better customer service and promote
positive and engaging environment for all.
�
Collaborated with upper management to present insurance alternatives as part of
comprehensive financial plans.
�
Met with each associate to establish realistic monthly sales goals. �
Inputted customer data into MindBody system, safeguarding financial and personal
information to avoid breaches.
�
Completed thorough opening, closing and shift change functions to maintain
operational standards each day.
�
Collaborated with staff to maximize customer satisfaction, streamline procedures and
improve bottom-line profitability.
�
Supervised and trained customer service team members to provide exceptional
service, driving retention and satisfaction.
�
Leveraged email, print and social campaign strategies to strengthen brand
awareness with target consumers.
�
Reported client activities from conventions and events to assist customer satisfaction. �
Oversaw social media accounts for diverse range of clients, implementing sales
strategies to drive activity.
�
EDUCATION AND
TRAINING
ACCOMPLISHMENTS
Interacted with partners, including art department, upper management and sales. �
Managed work according to tight project timelines and high quality standards. �
Checked software programs for usability, functionality and design issues. �
EXPORT & IMPORT DOCUMENTATION AND CUSTOMER SERVICE | 05/2016 to 09/2018
Mediterranean Shipping Company - Charleston , SC
Validated load plans, cargo cleanliness and transportation documentation. �
Determined shipping methods and prepared bills of lading, invoices, and other
shipping documents.
�
Provided excellent service and attention to customers when face-to-face or through
phone conversations.
�
Worked closely with team members to deliver project requirements, develop solutions
and meet deadlines.
�
Improved operations by working with team members and customers to find workable
solutions.
�
Achieved cost-savings by developing functional solutions to cargo withhold problems. �
Recognized by management for providing exceptional customer service. �
Improved customer satisfaction by finding creative solutions to problems. �
Demonstrated self-reliance by meeting and exceeding workflow needs. �
Handled all delegated tasks, including telex release and special account release. �
Liberty University - Lynchburg , VA
Bachelor of Science
International Business - Digital Marketing
Customer Service - Researched, calmed and rapidly resolved client conflicts to prevent
loss of key accounts.
�
Customer Interface - Greeted customers upon entrance and handled all cash and credit
transactions. Assisted customers over the phone regarding store operations, product,
promotions and orders.
�
Customer Assistance - Worked with company systems such as Live Support and diligently
completed all assigned tasks, working overtime as needed.
�
Quality Communication - Interacted with 50+ affiliate stations in US and Puerto Rico,
ensuring reliable and high-speed delivery to residential and small-business customers.
�
Multi-tasking - Cashiered with two cash registers at once in tandem to maximize customer
flow.
�