Junette S.

Experience

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  ABM Industries

  Jul 2010 - Apr 2019

  Customer Service Specialist

  ● Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.● Interviewed prospective employees and provided input to HR on hiring decisions.● Assigned work and monitored performance of project personnel. Produced thorough, accurate and timely reports of project activities.● Organized team activities to build camaraderie and foster pleasant workplace culture.● Evaluated individual and team business performance and identified opportunities for improvement.Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.● Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.● Provided outstanding service to new and long-standing customers by attending closely to concerns and developing ● Documented customer correspondence in CRM to track requests, problems and solutions.● Upheld quality control policies and procedures to increase customer satisfaction.● Assisted customers with making payments or establishing payment plans to bring accounts current.Improved customer service wait times to mitigate complaints.● Rolled out operational improvements and solutions to deliver top-notch customer service. Show less

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  Allied Universal

  May 2015 - Jul 2022

  Director Fire Life Safety Director

  ● Carried out 120 thorough safety inspections each year, spotting and reducing 13% of potential fire hazards, which made a real difference in workplace safety and compliance.● Trained 67 team members in fire safety protocols, achieving a 95% compliance rate that helped create a safer environment with fewer incidents.● Created detailed fire safety plans that led to a 19% decrease in fire-related incidents, protecting both our people and assets across our facilities.● Led hands-on fire safety training sessions, ensuring that everyone understood the protocols and felt empowered to contribute to a culture of safety.● Worked closely with local authorities and outside agencies to stay on top of fire safety regulations, while overseeing the installation of critical safety equipment in high-risk areas.● Built and mentored a team of fire safety professionals, giving them the guidance and support they needed to tackle safety challenges head-on.● Regularly met with senior management to review safety performance, offering insights on where we could do better and pushing for improvements in our fire prevention efforts.● Took a proactive approach to safety by continuously assessing potential risks and fine-tuning protocols to keep our organization compliant and secure. Show less

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  Quality Building Services (QBS)

  Aug 2022 - Aug 2023

  Lead Area Manager

  ● Led a team of 55 direct reports and 600 indirect staff, streamlining operations across multiple locations to align team goals with the organization's objectives.● Boosted emergency response times by 15% by establishing effective communication protocols and coordinating real-time actions between area managers and frontline staff.● Conducted 47 safety audits each year, driving better safety compliance and readiness through careful oversight and follow-up on safety procedures.● Collaborated with senior management to identify and address operational risks, making strategic changes that improved workflow and reduced disruptions.● Provided constructive feedback and continuous support to area managers, focusing on staffing needs and encouraging their growth and effectiveness.● Managed responses to major security incidents, implementing measures to protect personnel and ensure a safe environment.● Delivered comprehensive operational reports to senior leadership, supporting data-driven decisions that improved long-term performance and staffing plans.● Fostered a culture of continuous improvement by mentoring area managers, equipping them with the skills and confidence to proactively handle operational challenges. Show less

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  AAA Northeast

  Jun 2023 - now

  Memeber Service Counslor

  ● Mentor 3 newly onboarded team members, providing ongoing developmental support over 6 months to strengthen their performance and foster successful integration into the team.● Oversee the transition to Salesforce, resolving 72 customer inquiries per week while addressing software issues to enhance operational efficiency and reduce service disruptions.● Coordinate efforts with cross-functional teams to manage 50+ weekly roadside assistance cases, driving prompt resolution and improving customer satisfaction through collaborative problem-solving.● Serve as the primary contact for complex customer inquiries, delivering personalized solutions that elevate the customer experience and promote lasting relationships.● Engage with technical teams and service representatives to optimize processes, introducing improvements that streamline operations and elevate overall service quality.● Offer detailed performance evaluations and constructive feedback to colleagues, contributing to their growth and fostering a culture of continuous improvement within the team.● Maintain comprehensive records of customer interactions, analyzing trends and using insights to refine service strategies and enhance follow-up procedures.● Actively contribute to a collaborative work environment by sharing best practices, offering peer support, and promoting an open dialogue, which improves overall team cohesion and performance. Show less