Jennalee Yenna
Columbia City,IN
Summary
Proven ability to collaborate with multidisciplinary teams to meet company needs. Offers skills in task prioritization and task management while being trusted to work in a remote environment. Comfortable in handling stressful situations and performing under pressure. Passionate about providing high-quality service to those who may be unsatisfied with performance from company. Developed key transferrable skills in fast-paced technical support environment, including problem-solving and effective communication. Skilled in diagnosing issues and providing actionable solutions. Seeking to transition into new field leveraging these abilities for impactful results.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Technical Support Agent
Conduent
12.2024 - Current
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Managed high call volume efficiently, addressing customer concerns promptly and professionally.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Submitted service tickets for equipment maintenance requests.
- Resolved 35-45 technical support inquiries per day.
- Handled chats and call simultaneously, making sure each client received the care they deserved.
- Managed approximately 50-60 incoming calls, emails and chats per day from customers and other agents on staff with me.
Technical Support Representative
Concentrix
03.2023 - 01.2025
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Played key role in project that significantly reduced system downtime for major clients.
- Installed, configured and maintained computer systems and network connections.
- Managed approximately 35-50 incoming calls, emails and chats per day from customers.
Registered Behavior Technician
RBT, Hopebridge, LLC
05.2019 - 03.2023
- Write daily notes to allow billing for insurance
- Implemented strategies to reduce anxiety and stress levels in clients.
- Intervened with clients' challenging behaviors by reinforcing therapeutic alternatives and coping mechanisms.
- Developed individualized plans to address challenging behaviors.
- Assisted clients in identifying and setting goals to promote positive behavior development.
- Documented interventions, assessments and progress reports on database to enable tracking history and maintain consistent records.
- Collaborated with client's support system and other allied specialists to implement positive interventions.
- Inquire data through Microsoft
- Track Supervision Hours through Excel
- Collaborated with other professionals to develop and modify individualized treatment plans.
- Observed, monitored and recorded problem behaviors through accurate behavior-consequence data collection, graphs, and anecdotal notes.
- Used Microsoft to document patient information, progress notes, and treatment plans.
CNA - Certified Nursing Assistant
Kingston Care Center Fort Wayne
03.2018 - 04.2019
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs through Microsoft software.
- Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
- Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.
- Followed directions of licensed nurses to administer medications and treatments.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Supported needs of 10+ residents under long-term care.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
Manager
Taco Bell
01.2016 - 03.2019
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Developed and maintained relationships with customers and suppliers through account development.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Maximized performance by monitoring daily activities and mentoring team members.
Education
High school diploma -
North Side High School
Fort Wayne, IN06.2018
Skills
- Time management
- Data entry
- Leadership
- Live chat
- Customer service
- Communication skills
- Computer skills
- Salesforce (2 years)
- Documentation Skills
- Customer Satisfaction
- Technical Troubleshooting
- Remote Support
- Friendly and patient
- HIPAA compliance
- Highly professional
- Self-management strategies
- Calm and level-headed under duress
- Quick typing
- Attention to detail
- Calm and professional under pressure
- Dependable and responsible
- Multitasking
Certification
RBT Certification
Timeline
Technical Support Agent
Conduent
12.2024 - Current
Technical Support Representative
Concentrix
03.2023 - 01.2025
Registered Behavior Technician
RBT, Hopebridge, LLC
05.2019 - 03.2023
CNA - Certified Nursing Assistant
Kingston Care Center Fort Wayne
03.2018 - 04.2019
Manager
Taco Bell
01.2016 - 03.2019
RBT Certification
High school diploma -
North Side High School
Similar Profiles
Lori-Ann RileyLori-Ann Riley
Customer Service Associate (Remote) at ConduentCustomer Service Associate (Remote) at Conduent
Nicholas BaranNicholas Baran
Sales Representative at ConduentSales Representative at Conduent
Akasha BlackshearAkasha Blackshear
Member Service Representative at ConduentMember Service Representative at Conduent