Jessica
Claire
resumesample@example.com
(555) 432-1000,
, , 100 Montgomery St. 10th Floor
Objective
Seeking an opportunity as a Customer Service Coordinator in a fast paced work environment.
Highlights
- Focused on customer satisfaction
- Conflict resolution techniques
- Customer service expert
- Active listening skills
- Energetic work attitude
- Social media
Education
Middlesex Community College Bedford, MA Expected in – – Associates Degree : Business Administration/Business Finance - : Business Administration/Business Finance
Experience
Airport Terminal Services Inc - Account Manager
Long Beach, CA, 06/2018 - 11/2019
Long Beach, CA, 06/2018 - 11/2019
- Managed accounts such as Amazon, UNFI and Chewy.
- Developed and maintained long-term relationships with our clients.
- Handled and resolved escalated client calls and emails.
- Processed orders and documented client requests in IFS.
- Worked with our 3PL teams to make sure orders were processed and shipped in a timely manner.
- Worked with our inventory specialists to secure products for shipping.
- Made sure our warehouse had enough product In stock to allocate to orders.
- Worked with our sales representatives on price and contract changes.
Universal Music Group, Inc. - Customer Service Manager, Ecommerce
Santa Monica, CA, 05/2017 - 06/2018
Santa Monica, CA, 05/2017 - 06/2018
- Managed the transition from Tradeglobal to a new outsource call center Radial.
- Managed 80 agents by providing resources they needed to adequately resolve customer's complaints.
- Handled all Better Business Bureau requests, escalated calls and social media requests.
- Created new processes and procedures to help streamline customer contacts.
- Trained agents on first call resolution and on all new procedures.
- Completed Customer Service reporting weekly to identify trends, track our team metrics and make sure my team was hitting their SLA's.
- Used Salesforce/Demandware daily.
- Used Jesta to search for warehouse issues.
- Used Bazaarvoice daily to respond to customer reviews as well as developing reports.
- Assisted my team with web content.
- Assisted our marketing team with social media promotions.
Keurig Green Mountain, Inc. - Consumer Care Lead Representative
City, STATE, 09/2009 - 05/2017
City, STATE, 09/2009 - 05/2017
- Handled various escalated consumer calls, emails, letters, social media posts and processed customer orders.
- Documented all consumer transactions in Siebel our CRM system.
- Worked closely with other departments to assist the consumer, identified trends and provided feedback.
- Troubleshot brewers and website issues with consumers.
- Tracked my team member's call metrics through Cisco Finesse.
- Implemented new processes and procedures in Knowledge Management Salesforce.
- Seized selling opportunities through knowledge of products.
- Worked cooperatively with peers and other departments, keeping appropriate individuals informed.
- Checked in with my team members daily to make sure they had the resources they needed to adequately resolve customer's complaints.
- Trained my team on new processes and procedures.
- Coached agents on their performance so they met yearly goals.
- Assisted the Keurig social media team moderating social channels including Facebook, Twitter, Keurig.com reviews, Bazaarvoice and Webcollage.
- Provided our branding team with customer feedback and data.
Additional Information
- High school varsity basketball all 4 years - captain, senior year.
- Graduated from Catherine Hinds Institute of Esthetics June of 2003, twelve hundred hour and clinical program.
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Resume Overview
School Attended
- Middlesex Community College
Job Titles Held:
- Account Manager
- Customer Service Manager, Ecommerce
- Consumer Care Lead Representative
Degrees
- Associates Degree
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