This document is a resume for Jenna Jenkins applying for a Customer Service Team Lead position. She has over 17 years of customer service experience, including 11 years in call centers and 6 years in training and quality roles. Her most recent role was as a Customer Service Team Lead at Booking.com, where she managed 15-18 direct reports, conducted meetings, coached agents, and oversaw incentives. She believes her passion, skills, and experience make her the perfect candidate for this role.

1. Jenna Jenkins
Professional
Objective With 17 years of Customer Service Experience, 11 of those in a Call Center environment and six (6)
in a Training and Quality group, five as a Supervisor my greatest asset to an organization is in a
lead role in Customer Service. The currently available Customer Service Team Lead position is my
dream job and I feel it was created just for me. My passion, skill set, and experience make me the
perfect candidate for this role. I eagerly await the opportunity to grow with Booking.com and
deliver an amazing experience to our CSEs through the Customer Service department.
Profile
16 Years of outstanding Customer Service
• Ability to multi task in a fast paced environment
• Goal oriented individual with strong leadership skills
• Organized, highly motivated and detail focused problem solver
• 8 years in Management and Training
• Adaptive Team Player
• Seasoned in Conflict Resolution
Professional
Experience Booking.com
Customer Service Team Lead
March 2015 to current
• Manage 15-18 direct reports. Monitor Customer Service, Productivity, Training, Schedules and
Product Knowledge.
• Conduct Weekly Staff Meetings
• Resolve Employee Issues
• Coach agents in Customer Service, Productivity, and Time Management
• Career Development
• Oversee Company Sponsored Incentives
• Aspiring Leaders

2. Holland America Line, Seattle WA
Reservations Supervisor
July 2011 to March 2015
• Manage 20-27 direct reports. Monitor Sales, Customer Service, Training, Schedules and
Product Knowledge.
• High level Conflict Resolution
• Conduct Weekly Staff Meetings
• Resolve Employee Issues
• Coach agents in Sales, Customer Service and Time Management
• Career Development
• Oversee Company Sponsored Activities: Bring Your Child to Work Day, Cruise-A-Palooza, and
Your Journey Committee (A committee responsible for streamlining the onboarding process of
new employee’s companywide)
• Facilitator of the Social Committee for a department of 500 employees
• Conduct Interviews for new employees
Holland America Line, Seattle, WA
Sales Coach/Trainer to Personal Cruise Consultants
July 2010-July 2011
• Designed the Program to coach outbound Direct Sales Agents.
• Organized Weekly Sales reports
• Trained 20-30 New Sales Employees Quarterly
• Creating new Processes and Procedures for Increasing Customer Service
Holland America Line, Seattle WA
Training Supervisor/QA Specialist
July 2006-July 2010
• Conduct Daily Training Sessions for all entry level positions on computer programs and
product knowledge
• Develop Computer Program to monitor phone calls for Quality Assurance
• Developed Customer Service Guidelines
• Monitor and evaluate calls based on Customer Service and Sales
• Trained 15-30 new employees monthly
• Developed “A Sales Culture”; Changed the way all phone calls were conducted with a more
productive Customer Service focus
• Implemented Online Assessments for Companywide Hiring Processes

3. Holland America Line, Seattle WA
Reservations Agent/Reservation Administration
August 2005-May 2006
• Frontline Customer Service Representative
• Responsible for Sales/Customer Service to Travel Agents and Direct Guests
Peekay Incorporated, Tukwila WA
Fulltime Lingerie Specialist
January 2002-September 2005
• Maintained Up to Date knowledge regarding store policies, apparel, products, payment
returns and exchanges
• Prevented store loss using awareness, attention to detail and integrity.
• Trained new employees as hired
• Developed professional and loyal client relationships
• Earned a reputation for exceeding sales goals
• Designed and suggested new display ideas to improve accessibility to merchandise, increasing
sales.
Hairmasters, Burien WA
Hair Designer
January 2002-September 2005
• In charge of building and increasing personal client base
• Attended local. Regional and National Trade shows for Product Awareness
Experienced in all aspects of hair design
Education
Palmdale High School
September 1995- June 1999
• Received diploma in General Education
• Specialized classes in Business Information Technology
Gene Juarez Academy
October 2002- October 2003
• Received license in Cosmetology
Ashford University
2006 -2009

4. • Majored in Education with a minor in Business Management