Jenna Weller

Experience

• 

  WG Henschen

  Jan 2006 - May 2009

  Account Executive

  • Leveraged knowledge of client needs to identify potential pitfalls with product availability and pricing.• Provided excellent customer service; resolving customer inquiries, pricing and billing issues along with providing pricing information.• Maintained a customer base of nearly 1,500 customers.• Built long-term customer relationships with key clients.• Aggressively identified and pursued opportunities for contract expansion.• Maintained knowledge of competitor’s sales activities and general competitive intelligence. Show less

• 

  Rock-a-Bye Child Care Learning Center

  Jul 2010 - Jan 2011

  Assistant Director

  • Maintain appropriate staff to child ratio in accordance to state requirements.• Process payments; provide accurate billing information.• Provide a safe environment conducive to learning.• Responded to parent issues and requests in a timely manner.• Ensure profitability through consistent review of competitor’s pricing.

• 

  Tivity Health

  Apr 2012 - now

  • Manage and prioritize the backlog of feature enhancements and bug fixes during the implementation of a fitness platform resulting in an improved value proposition for the existing product while streamlining internal stakeholders’ processes. • Coordinate with Engineering and project teams to provide status updates, guidance, and prioritization during the product development process in an agile environment while meeting the scheduled launch dates.• Identify and implement system enhancements after conducting a thorough analysis of telephonic agent processes' Show less • Manage, coach, and develop a team of 20+ Customer Service Representatives to exceed client standards.• Assist in training new representatives on policy and procedures.• Develop strategic plan of staffing to ensure adequate supporting phone coverage for client and member satisfaction.• Nurture and develop business relationships with vendors and Account Management team. • Coordinate with multiple departments to complete projects on time and ensure client performance guarantees are met.• Effectively communicate status of member issues to client and Account Management team.• Generated cost savings of $33,000 by provocatively implementing an escalation process. • Developed and implemented various policies to improve efficiency within the department.• Present daily, weekly, monthly, quarterly, and yearly reports for internal and external clients.• Respond timely to all customer queries, issues and requests.• Proactively educate customers on program benefits.• Participated and implemented Situational Leadership II training Show less

  • Sr Product Owner

    Dec 2023 - now

  • Product Owner

    Jan 2023 - Dec 2023

  • Product Analyst

    May 2021 - Jan 2023

  • Senior Program Implementations

    Dec 2018 - May 2021

  • Operations Specialist

    Sept 2017 - Dec 2018

  • Customer Service Manager

    Apr 2012 - Sept 2017