Jared Baker Email & Phone Number

Irvine, California

• Compiled weekly analysis reports of work metrics for senior management through Excel reporting and prioritized workloads as needed to maintain a high level of customer service, quality control, and ensure service level agreements were being met• Hired, trained, and mentored a multi-channel customer support team of six• Utilized experience, logic, and reasoning to make strategic refund decisions on return requests, product shortages, and out of contract claims minimizing revenue loss by as much as 15% and reducing chargebacks• Revised and overhauled outdated training material leading to the development of new system features for increased productivity and efficiencies• Addressed customer escalations for multiple sales channels and resolved problems in a manner that retained business and reduced impact on the company• Managed six employees through work assignment, quality control, and performance appraisals• Built strong relationships with colleagues to foster positive employee experiences and business results• Monitored and analyzed data from customer claims and accounts with SQL queries to identify trends and determine root causes of problems leading to a reduction of fraudulent returns and claims by as much as 10%

• Communicated with external and internal customers on a daily basis to resolve issues and ensure smooth operations• Oversaw daily operations for one of four sales channels• Addressed customer escalations and attempted to deescalate in order to maintain a positive customer experience and retain business• Evaluated carrier claims outside of our contract agreements and made refund decisions that minimized loss of revenue for the company• Reviewed aging invoices weekly and attempted to collect payment or cancelled orders as necessary to reduce costs incurred from aging inventory• Responsible for training all new hires on the sales channel I oversaw and keeping current employees up to date• Built standard operating procedures for the sales channel from the ground up

Business Administration, Finance

Associate’S Degree, Business Administration