Jessica F. Email & Phone Number

- Supports fellow CX team members as primary point of contact to answer team questions- Leads resolution of escalated customer issues- Handles & resolves customer inquires within SLA, maintaining and improving weekly team goals & metrics- Manages multiple projects outside of the inbox- Collaborates cross-functionally between departments as needed

* Provides a premium customer experience through email communication* Working knowledge of NetSuite, Shopify, Gladly, Narvar, Extensiv* Completed written & visual documentation for returns training* Oversaw returns training for the CX team* Create & improve internal returns processes as needed* Create & improve macros consistent with brand voice*.

Oceanside, California, United States

• Provided thoughtful support with a high volume of email, chat, & social media tickets
• Connected with customers to assist with sizing/fit, order questions, shipping, defects, & other customer complaints
• Created & improved macros consistent with brand voice
• Created & verified internal knowledge & processes
• Planned & executed individual/group 90-day sprints
• Working knowledge of Netsuite, Shopify, Gorgias, Returnly, Amazon Seller Central, & Narvar

Oceanside, California, United States

• Delivered thoughtful support with a high volume of email, chat, & social media tickets
• Created & revised macros as needed
• Created & verified internal knowledge & processes
• Quarterly project management within the CC department
• Learned to navigate multiple internal software systems
• Developed extensive product knowledge of 40+ items

• Connected with 40+ new maternal care providers each week to onboard into directory
• Completed data collection & entry for directory creation
• Provided excellent customer service to cultivate strong relationships with new providers; assisted with directory updates as needed
• Expanded directory to include additional states of Texas & Colorado

• Responsible for all aspects of the business - sales, marketing, accounting, & service
• Anticipating needs before they surface
• Used strong interpersonal communication skills to direct clients
• Managing abrupt timeline changes & other logistics
• Wedding, portrait, & boudoir photography services
• Providing high attention to detail for each client's editing style

• Designed 300 apps from concept to completion for SaaS product
• Collaborated with clients to determine design branding
• Provided guidance & education on how to use the app platform
• Managed app & website deliverables within Goodbarber
• Maintained positive & consistent client interaction throughout the publishing process via email & Intercom
• Escalated bugs & technical issues to the development team