Jaclyn Gauna Email & Phone Number

Vista, California, United States

Vista, California, United States

Vista, California, United States

Vista, California

Vista, Ca

Vista, Ca

• Responsible for providing motivation, supervision, and guidance to a 15 person customer-facing team consisting of Customer Support Reps, Order Processing Reps, Incentive Program Reps, and Order Traffic Coordinators• Interview, hire and train new quality customer service representatives.• Build rapport with the customer base by handling difficult issues with professionalism.• Create a motivated work atmosphere and provide leadership by establishing clear expectations as well as provide ongoing sales and product training.• Work Closely with other Customer Support Supervisors to ensure goals are being met and identifying new ways to improve the team’s efficiency and effectiveness• Monitor incoming purchase orders, working closely with sales and operations to provide advance notification of large purchase both in dollars and volume.• Work closely with Director of Strategic Accounts and Senior VP of Sales in monitoring key customer accounts, and providing an extra level of service.• Manage and Administer customer loyalty/incentive program.• Interactions with cross functional departments including manufacturing, operations, supply chain, materials and production planning and shipment allocations• Review and Authorize customer credit and check requests• Perform warranty and sales-related reporting upon request• Properly direct inbound calls in phone queues to improve call flow.

Vista, Ca

- Supervised, mentored and monitored team of 8 direct reports.- Developed and implemented Customer Service policies, procedures and standard work documents (per ISO 9001 standards). Also developed and administered customer service surveys in accordance with ISO procedure.- Created a motivated work atmosphere by establishing clear expectations and providing opportunities for continued sales and product training.- Developed call center for customer service department which included call flow mapping, greetings, status codes and outlining KPIs.- Provided support to external and internal customers, working closely with outside sales reps, Territory and Regional Sales Managers.- Administered departmental budgets for salaries and expenses. - Monitored and managed key account relationships by assisting sales reps, TMs and RSMs with contract review & processing, developing contracted price lists, demo/sample coordination, RFQ/SQR submittals and generating marketing notices.- Supported organization by providing business critical sales figures to VP of Sales, CFO, Director of Sales, Territory Managers, Plant Managers on an consistent basis.- Support Sales team by accurately calculating & reporting training commissions.- Key team member in SAP implementation for facility. Developed customer master, pricing contracts and outlined process for repair program.- Lead Six Sigma Lean initiatives including 6s audits and Kaizen events for the Customer Service department.

Vista, Ca

- Organized and maintained billing systems.- Recorded all deposits and payments in Quickbooks.- Created billable invoices and setup payroll.- Reconciled purchase orders and contacted customers for collections.- Answered multi-line phones, scheduled appointments and dispatched technicians.

Vista, Ca

- Handled all customer complaints and processed returns.- Contacted vendors on a weekly basis to collect credits on outstanding invoices.- Generated inboxes for vendors and reconcile purchase orders.- Responsible for all on-hand inventory and shipping/receiving.

Carlsbad, Ca

- Trained and supervised team of 8.- Performed open/close process which included reconciling cash drawers, store's safe and completing all necessary paper work. Also completed nightly deposits.- Created weekly schedule for staff and processed payroll.- Handled returns, loss prevention, marketing, inventory control and merchandising.- Responsible for reconciling all inventory receipts.

Carlsbad, California

Train and Supervise staff of approximately 6 Open/Close Store and complete all necessary paperwork including reconciling cash drawer and store's safe Payroll, Shipping/receiving, Merchandising, Handle Returns, Cash Handling, Inventory control and Loss Prevention

La Costa, Ca

• Cashier, Off Load Merchandise• Stock Shelves, Handle Returns, Loss Prevention and Merchandising