Jenna Adovasio Email & Phone Number

New York, NY, US

Lynbrook, New York, United States

• Manage a team of 5 client support team members & 40 national accounts to provide integrated fire protection solutions to some of the largest companies in the US.
• Oversee projects end-to-end to ensure work orders are completed in a timely manner – define scope of work requirements, design project plans to fit customer needs, identify risks, partner cross-functionally with.
• Leverage data analysis to monitor account reporting, track key KPIs, & pinpoint stores at risk of violation.
• Lead team members through day-to-day challenges. Resolve escalated calls to determine root cause of issues affecting the customer. Handle billing issues to ensure that customers are invoiced in a timely manner.
• Provide training to new team members on dispatching procedures and track their productivity.

Freeport, New York, United States

• Promoted to manage a team of 10 customer service representatives overseeing 50+ large accounts.
• Effectively communicated all directives to team, organized and monitored team’s work allocation, & escalated issues when needed to ensure client needs are met.
• Identified improvement opportunities across the department to suggest to management.
• Partnered with managers of other cross-functional teams to align on and accomplish strategic goals.

Greater New York City Area

• Top performing customer service representative, responsible for managing 15 large accounts’ HVAC needs.
• Analyzed client inquiries and service requests to propose the best business solution.
• Managed service request scheduling between clients and contractors, communicating timely updates on services progress using web-based technology systems such as Corrigo, Service Channel, Fexa, ETC.
• Drove customer satisfaction and retention of assigned accounts through relationship and rapport building.