Jenneh Kormoh
Moorhead
Summary
Dynamic professional with extensive experience as a Group Home House Manager at Empowerment Healthcare, excelling in staff training and event planning. Proven ability to enhance household efficiency through exceptional organization and crisis intervention. Committed to fostering a collaborative environment while ensuring high standards of service and resident satisfaction.
Dedicated in managing experienced in multitasking and working under pressure. Organizes activities and events for families to inhibit stress and provide optimal experiences. Skilled at managing household budgets and finances to encourage proper use of available funds.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Group Home House Manager
Empowerment Healthcare
05.2019 - 03.2024
- Coordinated daily household operations ensuring seamless functionality and high standards of service.
- Managed vendor relationships, negotiating contracts to optimize service delivery and costs.
- Developed and implemented schedules for household staff, enhancing productivity and accountability.
- Oversaw event planning and execution, ensuring alignment with family preferences and budget constraints.
- Trained new staff on household protocols, fostering a collaborative team environment and consistent performance standards.
- Supervised residents preparing meals and handling chores and provided constructive feedback.
- Assisted residents with daily hygiene and living tasks.
- Improved household efficiency by implementing detailed schedules and routines for staff members.
Customer Service Manager
EMR Call Center
11.2014 - 09.2018
- Developed and implemented training programs to enhance team performance and service quality.
- Oversaw daily operations to ensure efficient call handling and customer satisfaction.
- Analyzed customer feedback to identify trends and improve service delivery processes.
- Collaborated with cross-functional teams to resolve complex customer issues effectively.
- Designed and maintained reporting systems for tracking key performance indicators.
- Mentored team members, fostering a culture of continuous improvement and professional development.
- Conducted regular performance evaluations, providing constructive feedback to drive team success.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Increased team productivity by providing ongoing training and support to customer service representatives.
Customer Service Representative
Harbel Bible International School
02.2009 - 07.2014
- Resolved customer inquiries and complaints through effective communication and problem-solving techniques.
- Collaborated with cross-functional teams to enhance service delivery and improve customer satisfaction rates.
- Trained new representatives on company policies, procedures, and customer service best practices.
- Developed and maintained strong relationships with clients, leading to increased loyalty and repeat business.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Education
Rasmusen
West Philadelphia High School
Philadelphia, PASkills
- Calendar management
- Preventive Maintenance
- Exceptional organization
- Safety management
- Staff training
- Employee scheduling
- Crisis intervention
- Appointment coordination
- Financial management
- Event planning
- Housekeeping
- Expense management
- Activity supervision
- Behavior modeling
- Quality service
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 15 staff members.
Certification
- Licensed - CNA, CPR & First AID
Timeline
Group Home House Manager
Empowerment Healthcare
05.2019 - 03.2024
Customer Service Manager
EMR Call Center
11.2014 - 09.2018
Customer Service Representative
Harbel Bible International School
02.2009 - 07.2014
Rasmusen
West Philadelphia High School
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