JVJennifer Vongphakdy
@jennifervongphakdy
Customer support specialist with a strong background in SaaS solutions.
United StatesWhat I'm looking for
I am a dedicated Inside Real Estate Support Specialist with a proven track record in delivering exceptional customer support for CRM-based SaaS platforms. My role involves resolving an average of 40 daily cases across various channels, achieving over 70% first-touch resolution and maintaining a customer satisfaction score exceeding 92%. I thrive in collaborative environments, working closely with cross-functional teams to ensure timely resolutions and optimal client outcomes.
Prior to my current position, I honed my leadership skills as a Manager at Bruster's Real Ice Cream, where I successfully led a team of 15-25 employees and managed daily operations for a high-revenue store. My efforts in staff training and development resulted in a 20% improvement in retention rates and an 18% increase in monthly sales. I am passionate about enhancing customer experiences and continuously seek opportunities to improve workflows and support processes.
Experience
Work history, roles, and key accomplishments
Support Specialist
Inside Real Estate
Sep 2021 - Present (3 years 10 months)
Delivered Tier 1 support and onboarding guidance for CRM-based SaaS platforms, assisting with user setup, contact imports, and feature adoption. Resolved approximately 40 daily cases across chat, email, and phone with high first-touch resolution and customer satisfaction, earning two promotions for exceeding KPIs and improving workflows.
Manager
Bruster's Real Ice Cream
Apr 2017 - Sep 2021 (4 years 5 months)
Led daily operations for a high-volume store, managing a team of 15–25 employees while maintaining high customer satisfaction and health inspection compliance. Increased monthly sales by 18% through local campaigns and promotions, and reduced inventory waste by 22% by optimizing schedules and stock rotation.
Assistant Manager
Bruster's Real Ice Cream
Aug 2015 - Apr 2017 (1 year 8 months)
Supported the Manager in day-to-day store operations, supervising staff during high-volume shifts to maintain brand, food safety, and service standards. Trained and onboarded over 20 team members, reducing ramp-up time and improving retention rates, while contributing to seasonal marketing efforts that boosted holiday product sales.
Education
Degrees, certifications, and relevant coursework
Lone Star College System - University Park
Associates of Arts, Arts
Completed coursework focusing on foundational liberal arts subjects. Developed critical thinking, communication, and analytical skills.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
Job categories
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