Jennifer Spencer has over 20 years of experience in operations management, project management, and customer service. She has a track record of improving processes, increasing profits and customer retention rates, and reducing costs. Currently she is a Community Manager at Regus Management Group where she oversees daily operations and client relationships.

1. Jennifer L. Spencer
901 Cherry Lane, Lombard, IL 60148
clarkspencer54@sbcglobal.net | Phone 630.424.8020 | Mobile 630.461.6404
My diverse experience of combining operations management while developing processes and implantation strategies has
often been recognized by clients and companies. At the same time, product testing to execute quality assurance has
equipped me with a skill set to impel success. My teams are motivated and I have a big picture vision with the detailed
focus necessary that has resulted in the continued goals and standards are consistently achieved.
PROFESSIONAL SUMMARY
Staff / Team Management • Facility Management •Event Planning & Execution •Operational Problem Solving
Training and Development • System implementation • Process Control • Project Management
Customer Service • Contract Negotiations • Data Analysis • Team Building • Client Relationships
Business Operations Management
• August 2016 Recognized in North America as being a manager that drives customer satisfaction,
“It’s not just what she does, it’s the spirit in which she does it..., it’s her attitude” is what clients have recently said.
2016 Quarter 1 Customer Service Award Winner, North America.
• Increased customer retention to achieve above 70% retention, which was over goal expectation. This improved
Occupancy numbers month over month by 2%, bringing the center to 87% and counting.
• Tested and implemented a web based application for the shipping industry that reduced liability which in turn increased
profits.
• Reduced SLA (service level agreement) from 72 hours to 24 hours.
EXPERIENCE
Regus Management Group Chicago, IL 2014 - Present
Regus Management Group, operating in over 3000 locations, is the world’s largest provider of flexible workspace. They
meet the needs of large corporate and small businesses alike providing executive suites, office space, and virtual offices,
along with other services. Dually supports Regus standards while acting as an extension of each customer’s businesses.
Community Manager
* Hiring and On-board processing of new community managers and new customer service representatives
* Daily operations and location readiness management for center facilities
* AR and AP Management
* Relationship liaison with various building management companies
* Responsible for company/client communications
* Expense control
* Retention of existing clients
* Primary contact and resource for clients needs
* Team lead for other operations employees
* Spearheaded marketing process and in-center marketing events
* added to bottom line growth by increasing daily sales through up selling
Active Scout Technologies Elmhurst, IL April 2012 – Sept. 2014
Active Scout Technologies provides vendor and risk management cloud-based technology and services to its customers,
shippers and 3rd party logistics providers. Recommended and transferred by the CEO to this start-up company under the
TranzAct Technologies brand.

2. Account Coordinator
* Implement new customers through a documented on-boarding process which includes phone/web meetings, data calls,
carrier research profile set-up and initial training
* Provide client support as well as motor carrier support
* Update database, collect carrier company data, import/input data to update system database
* Resolve all customer and carrier product or service problems by collaborating with other personnel to reach resolution
when necessary
* Communicate with customers regarding bugs and problems using FreshDesk and then connecting those issues with our
PM software, JIRA
* Responsible for closing the resolved tickets in FreshDesk and ensuring the client’s issue was resolved to their liking
* Develop customer service policies, product manual, product guidelines, and a production support process
* Update JIRA project management software with test results, customer issues including modified screen shots, and
communicate with developers and programmers
* Recommend product enhancements by analyzing customer needs.
* Test all new features and fixes before installing into production.
* Help re-design application for upgrade into HTML
* Design new website pages using WordPress
* Maintain extensive knowledge of transportation regulations
TranzAct Technologies, Inc., Elmhurst, IL April 2011 - April 2012
TranzAct Technologies, Inc. provides freight audit and payment, transportation sourcing and service and technology to
shipper as well as owns their own brokerage, Freedom Logistics.
Logistics Support Specialist
* Provide administrative support to the Logistics Vice President, manager, and analysts
* Implement new customers through a documented on-boarding including training all new customers on program, policies
and technology rate-loading …
* Manage and report upstream on all pricing schedules and addenda, weekly fuel surcharge tables, pricing increase
requests and carrier/client contracts and renewals
* Main contact for all customer service for regional and national carriers and clients
* Hand rate shipments and advise carriers on competitive lane pricing
* Oversaw commission payments and aged receivables to Freedom Logistics
* Projects completed were helping recreate a web page that lists all accessorial charges for clients to view, testing a new
rating web site for client use, and updating our Canadian tariff for use in Star Rate.
SBC, IT Billing Hoffman Estates, IL February 2000-November 2000
Project Management Specialist
Ameritech Communications, Inc. Rosemont, IL October 1997 – February 2000
Release Management
Administrative Assistant for Production Support May 1997-October 1997

3. EDUCATION
Bachelor of Arts in Elementary Education and Biology, Northeastern Illinois University, Chicago, IL 1991 – 1997
Nursing, College of DuPage, Glen Ellyn, IL 2008 – 2010
SKILLS
High Proficiency in MS Word, Power Point, and Access, & Outlook; Proficient in Excel; Proficient in IT project
management software such as Jira and MS Project; Proficient in FreshDesk; Proficient in QuickBooks; Wordpress, MAC
OS Pages, Numbers, and Keynote moderate proficiency
ACTIVITIES
Volunteer Chicago Bruins Team Manager 2009-2011
Volunteer Hammerschmidt Elementary School 2006 – 2008