Emily Ramquist Email & Phone Number

Janesville, Wi, Us

The main focus of this role is the creation, maintenance, and review of documentation and process information used daily by Customer Service Agents in the knowledge management tools of Shelf, WalkMe, and Service Desk. In addition, this role oversees these knowledge management tools and identifies areas for improvement to streamline and update documentation through AI technology and agent-provided feedback. There is also a high level of collaboration to assist with cross-team process analysis and improvement while managing department-wide communication and data analysis.

Interacting daily with customers in both a verbal and written format to analyze problems, provide solutions, answer general business questions, place orders and initiate returns while utilizing SAP and Nesuite programs Through empowered decisions and a highly customer focus mindset, ensure that all interactions with customers are handled quickly and accurately to drive customer loyalty.

Worked with various management members on improving the company's organizational charts, refining the companies’ Project Manual to fit their needs better, and ensuring safety information was up to date and easily accessible. Working with the HR Department, Marketing Department, and Business Department gave me a range of basic skills and knowledge in the business field.

Interacted daily with customers, responsibilities included greeting customers, helping them to locate products, product knowledge, cash transactions and stocking. Progressed to Beauty Advisor which gave additional responsibilities of maintaining and having specialized knowledge of the Beauty Department. Was given co-leadership of Beauty Department which involved delegating tasks, planning the layout of the Beauty Department sales floor and being a go to resource for the Leadership team.

Worked in the kitchen to make all of the main and side dishes the restaurant had to offer. Progressed to a cashier role where responsibilities included taking orders, cash transactions, food delivery, and customer interaction.

Bachelor'S Degree, Communication And Media Studies

Associate'S Degree, Business Management