Jennifer Condom Email & Phone Number

United States

Tampa/St. Petersburg, Florida Area

I provide technical support and manage the vendor relationship to achieve a high level of quality performance for both internal and external customers. I coordinate new store installs, pre-grand openings and grand openings of retail stores that are being set up with the Catalina network. This includes ordering of hardware, preparation of background requirements and working closely with many internal customers to ensure flawless execution and customer satisfaction.

Quality Analyst – Global Operations 2010-2016Performed consistent and routine quality checks on inbound and outbound calls in accordance with a specified quality scorecard and standard operating procedure of incident handling. Assisted in creation and revision of documentation, training, call monitoring, creation and implementation of new processes, providing constructive feedback and motivation to call center staff in order to ensure effective quality customer support. Assisted in successfully transitioning call centers. Participated in several Project Excellence projects to reduce escalations, number of dispatches and consolidation of job duties.Additional activities: -Acted as Team Lead for the Employee Recognition Committee -Served as Fire Marshal

Team Lead – Global Operations 2009-2010Oversaw a team of 20 Customer Support Analysts, providing training on technical and soft skills to support both internal and external customers. Training included working in DOS and many different applications, loading, forcing and pulling files, and remotely troubleshooting printers and PCs in stores across the country.

Us 19 Clearwater, Fl

Utilized customer service skills to gain assistance with hardware and in-store networks for remote troubleshooting, pulling, loading and forcing files to ensure flawless execution of current promotions. I worked closely with Account Managers and Field Technicians to facilitate dispatches, installs, de-installs and special project work.

St. Petersburg, Florida

Provided Customer Support services to retailers throughout the U.S. and assisted in remote troubleshooting of Catalina hardware and software. This included remote pushing and pulling of files, assisting store employees with troubleshooting, remotely changing settings and more. I worked closely with Account Managers and Field Technicians to facilitate dispatches, installs, de-installs and special project work.