As the JetPens team has grown, so too has my role within it. In addition to my ongoing product content and frontline customer service work, I have officially taken on the position of Customer Service Lead. As such, my duties include handling support ticket escalations and overseeing other team members to ensure that we all provide the most exemplary and consistent customer service experience possible.

Working in a close-knit office environment both independently and as part of a team, I:• Create engaging, informative, and authentic written content including product descriptions, guides, comparisons, video scripts, and canned responses.• Help customers select products and troubleshoot problems using enthusiastically cultivated knowledge of products and by performing independent research and testing.• Perform other duties including processing returns, reviewing potentially fraudulent orders, training new employees, and assisting with marketing and warehouse operations as necessary.

I am proud to say that I worked my way up from the bottom at JetPens. As a Warehouse Associate, my primary duties were to assist with order fulfillment and keep our warehouse shelves stocked and organized. My longstanding passion for high-quality pens and other stationery allowed me to quickly transition into customer service and content creation, but the understanding and appreciation I gained for the backbone workers and operations of the company continue to be an invaluable asset to my work.

• Organized, analyzed, and reported on market research data using Excel.• Coded complex electronic surveys using SurveyGizmo.• Designed and prepared client-facing PowerPoint reports detailing actionable information gleaned from market research studies.• Recruited, greeted, and provided instruction to focus group participants.