Jessica Ruiz Email & Phone Number

Mahwah, New Jersey, United States

Rockleigh, NJ

• Supervised team of associates to maintain strong teamwork and customer service levels.
• Reviewed call data to monitor the length of time customers remain on hold and takes corrective action to insure service levels are maintained.
• Answered questions and recommends corrective services to address customer concerns or questions.
• Monitored productivity and performance of representatives and provides feedback, instructions and intervenes as necessary.
• Monitored case activity in the system to ensure proper handling and adherence to policies and procedures.
• Researched possible resolutions and/or redirects issues when appropriate.

Rockleigh, NJ

• Assist customer throughout order and enrollment process.
• Actively identify paint points and call drivers.
• Communicate real time issues to internal and external teams.
• Coordinate delivery appointment between customer and dealer.
• Support dealers in questions about program, process and Delivery Tool.
• Create delivery paperwork using Salesforce.

• Provided exceptional customer service experiences.
• Optimized sales goals by surpassing daily expectations.
• Trained new hires on daily tasks and expectations.

Wayne, NJ

• Served as community manager to the brands’ social channels, including monitoring and engagement activities.
• Resolved customer service inquiries and issues to full resolution within established Service Level Agreements.
• Enhanced the company’s social response plan in a crisis, including routine updating of key contacts, templated responses and other administrative duties associated with multiple accounts.
• Collaborated across departments to gather accurate information, helping to develop and execute social plans related to larger Company initiatives and key PR campaigns.
• Proactively engaged with social media users to promote brands, drive website traffic and interact with key influencers.
• Responsible for live social coverage and proactive outreach during key brand events.

Wayne, NJ

• Monitor, respond and resolve customer inquiries and issues via Facebook - including but not limited to wall posts, private messages and marketing posts - to full resolution within established Service Level Agreements.
• Identify social trends, issues and concerns, and work cross functionally with internal and external partners, including Public Relations, Merchandising, and Store Operations to ensure all customer issues are properly.
• Produce and maintain process flows and other documents for third-party vendor social media support on an as needed basis via the social CRM tool, Sprinklr.
• Cross-trained to handle executive cases; follow up with root cause analysis to the executive leadership team.
• Led the creation and coordination of login credentials for 1,000 agents across four global sites.

Woodcliff Lake, NJ

• Provided exceptional customer service experiences.
• Optimized sales goals for the store by surpassing daily expectations.

Oakland, NJ

• Collaborated on the development of a plan to market and promote the organization’s training and fitness programs.
• Generated new business by targeting the community through networking and client outreach.
• Secured advertising placements for local businesses around the facilities.

30 Rockefeller Plaza New York, NY

• Worked in the Integrated Strategic Marketing department across all NBCUniversal properties and platforms, specifically with the lifestyle marketing brands, Healthy at NBCU, Green is Universal and their newest.
• Developed sales marketing collaterals for Healthy at NBCU, including sponsorship packages of all NBCU divisions, ensuring effective and consistent messaging across sponsorship opportunities.
• Scheduled outbound daily content for social media. Increased Healthy at NBCU Twitter following by 15%.
• Researched competitors’ Hispanic targeted initiatives and integrated marketing campaigns, used to provide strategic recommendations to senior management.

228 E 45th St New York, NY

• A leading advertising agency targeting U.S. Hispanic consumers. Performed account management duties on the Sprint Nextel team.
• Participated in the creative thinking and strategic planing for all new advertising projects.
• Coordinated the production process of creative assets for all digital advertising projects.
• Compiled the agency’s historical creative work to update the company’s website.

Montvale, NJ

• Assisted with the design of direct marketing and promotion.
• Conducted outbound telemarketing for measurement of customer satisfaction.
• Collected and analyzed data for the purposes of tracking job costs, invoicing/reconciliation of bank statements.

Bachelor'S Degree, Major In Spanish Language And Culture; Minor In Organizational And Community Leadership

Activities and Societies: Delaware Lacrosse Club, Habitat for HumanityMarketing and Fundraising Chair, Delaware Lacrosse Club • Planned.

Education record

Activities and Societies: MAKE a Difference, Spanish National Honors Society, Spanish Club, Peers Leadership, Teens Against.