Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Jenna Franquero

Scottsdale

Summary

Professional with proven expertise in customer support, adept at resolving issues efficiently and enhancing client satisfaction. A strong collaborator who thrives in team environments and adapts readily to changing demands. Skilled in communication, problem-solving, training, time management, and technical writing. Known for reliability and results-driven approach, ensuring high standards are consistently met.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Project Manager

Nextiva
07.2024 - 06.2025
  • Managed stakeholder relationships across departments, ensuring alignment with business goals and timely delivery of milestones.
  • Managed risk assessments and implemented mitigation strategies to minimize potential issues during project execution.
  • Completed projects within tight deadlines, coordinating team efforts and prioritizing tasks effectively.
  • Utilized tools like Jira, Microsoft Excel, and Confluence to track progress, manage risks, and provide weekly status updates.


Hardware Validation Manager

Nextiva
03.2020 - 07.2024
  • Spearheaded the creation of a new team focused on management of third-party vendor relationships, Nextiva's hardware product portfolio, and firmware updates for SIP phones.
  • Defined roles, responsibilities, and structure for a cross-functional team of 4 members.
  • Creating and updating pages for our internal technical support and sales knowledge base.
  • Writing customer-facing tutorials, marketing content, and user guides.
  • Assisted third-party hardware vendors with setup, presentations, and demos for technical support and sales teams.
  • Collaborate with multiple departments and vendors to identify and implement firmware updates, improvements, and security fixes for supported SIP devices.
  • Determined and managed team SLAs for tier 3 customer issues, ticket response times, firmware updates, and incident response.
  • Utilized various tools such as Salesforce CRM, Slack, Confluence, Jira, Microsoft Teams, and Trello.

Enterprise Onboarding Tech

Nextiva
01.2018 - 03.2020
  • Work with customers, Channel Partners, third party IT techs, and Implementation Managers to ensure each new account was setup for long-term success.
  • Resolve customer network, SIP device, and audio issues.
  • Creating training presentations, building complex call flows, and customizing SIP phones based on customer requirements.
  • Writing technical documentation and user guides for internal teams and customers.
  • Trained new technicians on standard operating procedures, ensuring consistency across the team.

Custom Support Specialist

Nextiva
03.2017 - 01.2018
  • Solving customer questions and issues through inbound calls, email, or online chat.
  • Documenting all details of each customer interaction using Salesforce CRM.
  • Troubleshooting and resolving VoIP issues, diagnosing network problems, building call flows, training customers on Nextiva's user interface, and delivering high-quality customer service.
  • Focused on answering customer inquiries in a timely manner, first call resolution, and ensuring customer knows where to find additional resources.
  • Trained new team members and maintained continued mentorship by answering questions, assisting on difficult customer interactions, and offering ongoing training.

Head Hostess

White Chocolate Grill
03.2014 - 02.2017
  • Trained and mentored new staff members to ensure consistent service quality and adherence to restaurant policies.
  • Established a welcoming atmosphere by greeting guests promptly and professionally upon arrival.
  • Streamlined the seating process for increased efficiency and reduced wait times for guests.
  • Coordinated large parties and events, ensuring seamless service from arrival through departure.
  • Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.

Front of House Manager

California Pizza Kitchen
04.2010 - 05.2013
  • Fostered culture of continuous improvement, encouraging staff to suggest operational enhancements and recognizing their contributions.
  • Coordinated special events, including private parties, local funraisers, and corporate functions, tailoring menus to meet client needs while maximizing profits.
  • Addressed guest concerns and resolved all issues to guests' satisfaction.
  • Streamlined operations for improved efficiency and cost savings by overseeing staff scheduling, inventory, and ordering processes.
  • Oversaw daily financial transactions, including cash handling, deposits, and reporting, maintaining accuracy and accountability.
  • Responsible for management of new hires by conducting interviews, monitoring training progress, and setting performance goals.
  • Monitor front of house labor costs through constant evaluation of productivity and weekly labor projections.
  • Wrote weekly schedule for front of house team, ensuring proper staffing and skill levels for each shift.

Education

Bachelor of Science Degree - Computer Information Systems

DeVry University
Phoenix, AZ
04.2018

Skills

  • Customer service
  • Problem solving
  • Technical support
  • Team education and training
  • Technical writing
  • Cross-functional collaboration
  • Project management
  • Restaurant management

Certification

  • Lean Six Sigma Yellow Belt
  • Certified ScrumMaster (CSM)
  • ServSafe Food Service Manager

Timeline

Project Manager

Nextiva
07.2024 - 06.2025

Hardware Validation Manager

Nextiva
03.2020 - 07.2024

Enterprise Onboarding Tech

Nextiva
01.2018 - 03.2020

Custom Support Specialist

Nextiva
03.2017 - 01.2018

Head Hostess

White Chocolate Grill
03.2014 - 02.2017

Front of House Manager

California Pizza Kitchen
04.2010 - 05.2013

Bachelor of Science Degree - Computer Information Systems

DeVry University

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Jenna Franquero