Jill B. Email & Phone Number

Charlotte, Nc

Created and implemented the Quality Assurance process for the customer service team upon hire. Designed scorecards for multi-channel support, created quality standards and rolled this out to the team, built out the program in Stella Connect.Was responsible for scoring 20+ agents per week, providing helpful feedback on proper procedure as well as customer interactions, giving examples and tips for improvement.Facilitated a monthly customer service management calibration to ensure equal scoring.Participated in and lead retraining roundtables involving the QA process and any related topics.Collaborated with the QA/Training team to improve processes, documentation and feedback for the CS team.

Handled all customer inquiries via email and phone:This included general company questions, order status and tracking, resolving order issues, processed refunds, provided information about products to potential customers.Acted as a liaison for the Community Bookseller program, communicating with independent contractors about their business, orders, sales, and sign-up.Managed and was responsible for all Trade order processing, including retail and school orders. Processed purchase orders, provides confirmation and stock status, handles all Trade inquiries and issues.Worked with the marketing team to enable customer promotional codes, marketing campaigns and set up of new products in the database.Responsible for office supply and sample library ordering and upkeep.

Lowell, Massachusetts

Provided friendly customer service while performing cashier duties. Engaged and interacted with customers during each transaction. Performed various duties as needed, such as bagging groceries, gathering grocery carts and assisting other departments when needed.

Boston, Massachusetts

Analyzed customer service agent interactions to identify successes, areas of improvement and trends. Provided insightful feedback and various tactics on how to improve. Conducted live coach sessions to review work collaborate to improve each agent’s success and service levels.

Boston, Massachusetts

Onboarded new hires into the customer service department. Developed engaging lessons and activities to prepare agents for providing excellent customer service. Provided documentation and feedback to trainees and management.

Boston, Massachusetts

Provided vital support to catering customers and partnered caterers throughout the country via telephone, live chat, and email. Working through a task-based system to ensure catering orders go off without a hitch, handling various situations such as late deliveries or food quality concerns.Assisted with various projects and responsibilities as a top tier team member. Pitched and developed new ideas and processes to improve our success.Partook in the training and on-boarding of new hires, acting as a coach and mentor and guiding trainees through the training process. Traveled to various office locations to provide training and support to the team as needed.

Burlington, Ma

Oversaw the entire backline catering operations for the restaurant. Catering operations accounted for nearly half of the overall sales.As a certified trainer, was a key part of training and coaching new members of the team on various work stations to ensure excellent customer service and a great overall dining experience.

Burlington, Massachusetts

Provided customer service to all visitors of the store. Was responsible for upkeep of departments, organizing, folding and visually merchandising areas, answering phone calls, inventory inquiries and other tasks as needed.

Brewster, Ma

Developed, planned and led activities, games and events for chronically ill and handicapped children and their families. Provided opportunities for each child to engage in various programs such as crafts, field games, water sports and created an inclusive environment for all, while focusing on fun, family and respite.

Charlotte, North Carolina

Provided customer service to the residents of the hall. Assisted with the general needs of the building, and completed various tasks such as hanging informative material around the hall, processing and assisting with room changes, checking residents in and out of their assigned rooms, performing room key audits, facilitating maintenance requests, and providing information to visitors and residents.

Charlotte, Nc

Provided leadership to residents both academically and personally. Helped to solve resident conflicts, enforced University policies, served in an on-duty rotation for nightly building coverage, facilitated programs, created informative publicity and bulletin boards, assisted with office procedures, report filing and other tasks as needed.

Charlotte, Nc

Provided customer service to athletes, coaches, and visitors of the Athletic Department. Ensured that student-athletes were properly checked in and out of study hall.

Deerfield, Ma

Toured families through campus, answered their questions and introduced them to the school, as well performed many office tasks such as customer service, answering phones and filing.

Deerfield, Ma

Cooked and prepared food as well as cleaned up the snack center during the 2009-2010 academic year.

Deerfield, Ma

Cleaned and maintained dormitories and various buildings on the campus of Deerfield Academy during the summers of 2007, 2008, 2009.

Bachelor Of Science (B.S.), Exercise Science

Activities and Societies: Intramural Sports, Volunteer Services, Niner Nation Gold - Secretary, Kinesiology Student Organization

General Studies

Activities and Societies: Varsity Basketball, Varsity Softball, Special Exercise, Head Tour Guide for the Admissions Office, Food Committee

General Studies

Activities and Societies: Varsity Basketball, Junior Varsity Softball