Jen Barkman Email & Phone Number

Boston, Massachusetts, United States

• Manage over 200 projects for some of the most technically complex in the segment to drive strategic initiatives for school districts; setting short and long term goals ensuring that the product is set up to meet clients needs. • Promote continued use, recognize growth opportunities and ensure contract renewals for 70+ accounts while maintaining high client satisfaction and above 85% renewal rate.• Onboard/Train new team members; sharing best practices.

Boston, Ma

• Mange concurrent client on-boarding projects; setting short and long term goals ensuring that the product is set up to meet clients needs. • Promote continued use, recognize growth opportunity and ensure contract renewals for 25 accounts. • Serve as 1st-level response to client inquiries by phone and email. Escalate unresolved support cases to engineering team as needed and coordinate resolutions.• Work directly with the development team to find software bugs for service, as well as discussing new features and ideas for implementation. • Create/update training collateral for internal and external use, including help center pages.

Boston, Ma

• Respond to Zendesk tickets, live chat, and customer calls for support, billing and sales.• Prospect and route leads to Sales team.• Report bugs/customer requests to product team.• Work with Sales team and Customer Success team on customer issues, and for pilots and roll-outs.• Build and maintain help center pages.• Create internal documents to assist support processes.• Consistently maintain 90%+ CSAT and over 130%+ contribution.• Consistently given accolades during monthly team meetings for being a top performer.• Interview and train new Customer Experience Specialists.

Greater Boston Area

• Respond to customer support tickets in a timely manner.• Build relationships with clients to promote continued use, and contract renewals for 50 accounts.• Deliver in-person trainings and webinars to new and existing enterprise customers.• Create/update internal company documents, including training materials for internal and external use.• Work directly with the development team to find software bugs for service, as well as discussing new features and ideas for implementation and design features.• Interview and train new team members.

• Follow company protocol to maintain Visual Standards throughout store.• Effectively built and managed a Visuals Team through training and mentoring Specialists.• Created schedules for Overnight Events, giving both management and coworkers a clear expectation of Visual Goals.• Manage overnight team for all product launches, including but not limited to prep work, product imaging, and allocating product to ensure a successful Visuals Overnight.

• Collaborate with planning, driving, and controlling store sales, shrink and payroll to achieve goals. • Coach and confront all sales associates to productivity expectations. • Demonstrate, educate, and administer company best practices, policies and procedures to ensure associate and store compliance.

Bayport, Ny Selden, Ny

• Plan and directed day-to-day operations of the store. • Develop strategies to improve customer service, drive store sales, and increase profitability. • Implement loss prevention strategies and conduct loss prevention training to reduce shrink.