Customer Service Manager

Jacquelyne Antu

Email: **************@*****.*** Mobile: 909-***-****

Education

Masters of Arts: Forensic Psychology – California Baptist University, Riverside, CA 2010

Bachelor of Arts: Psychology – University of California Riverside, Riverside, CA 2008

Career History

Customer Success Advocate: August 2011 thru September 2014

Blackboard Inc., Sherman Oaks, California

Blackboard Inc. (Connect) is a fully hosted SaaS Solution that provides Mass Notification to K-12, Higher Education,

City and Government Agencies.

Managed a book of strategic and high profile accounts estimated at 3.5M

Implementation, Adoption, and Management of K-12 Schools/ Districts and Corporate/ Government Agencies.

Weekly proactive check ins to ensure Client satisfaction

Contract Negotiations for annual renewals specializing in uplift of contract values.

Basic Technical Troubleshooting

Conflict Resolution

Collaborated across departments/teams to ensure Client Satisfaction.

Generated Educational and Marketing Materials to increase adoption rates.

Managed Expense reporting

Successfully upgraded 100% of Client Book to new platform between April 2013 and November 2013.

98% Client Renewal rate in 2013

Encouraged Team collaboration

Presented and trained peers on new product rollouts.

Conducted trainings; Onsite (1-40 individuals) and virtual (1-50 individuals) for K-12 and Corporate/ Government

Leaders.

Test Administrator, July 2010 thru August 2011

Pearson Vue., San Dimas, California

Pearson Vue. Is a technology based test center that provides a secure environment for individuals to take career

advancing exams.

Confirmed Identification of Test Candidates with the use of Biometrics

Secured and maintained test supplements and materials

Collaborated with Test Sponsors to ensure protocols we followed in accordance with guidelines and test integrity

Assisted Test Center Manager with administrative tasks and procedures

Ensured that the test center and rooms were secure and no unauthorized materials enter the testing room.

Jacquelyne Antu (Continued)

Riverside County District Attorney’s Office – Division of Victim’s Services

Intern – August 2009 thru April 2010

Division of Victim Services acts as the guide and buffer for victims of crime to navigate the criminal justice system.

Assisting Victim Advocates with case loads

Contacting Victims concerning case status, and if they would like to participate in the process

“Real Time” Project, Victim Restitution Project, Victim’s Rights Week (Planning, Organizing, and Executing),

“Court Table”

Purging closed case Files

Working with Victim’s and Advocates on Victim Compensation Programs.

Assistant Manager, August 2000 thru September 2009

Starbucks Coffee Company, Various Locations in Southern California

Starbucks Coffee Company has over 25,000 locations worldwide. They specialize in gourmet coffee/tea and stellar

customer service

Monitored cash flow in the store, conducted daily bank deposits, maintained cash registers, change, drops and

returns. Recorded Daily Bookkeeping and Variances in cash.

Monitored and requested credits for order variances from vendors

Increased Pastry Sales in Q3 by 4% in 2006

Maintained proficiency of employees; interviews, training, competency checks, coaching, promotions, and

documentations.

Ensured that all employees delivered stellar Customer Service to each visitor to create the “Third Place”.

Adjusted scheduling of staff in accordance with business needs.

Worked with Partner Asset Protections to investigate supply and cash discrepancies.

Maintained compliance with OSHA, and State/Local cleanliness standards.

Ensured that all Employees obtained Food Handler’s Cards and that they were up to date.

Organized and maintained incoming orders.

Worked with internal marketing to ensure product placement and uplift.

Ensured that all placards and marketing materials were posted and placed according to company protocol.

Facilitated coffee tastings with Customers and Staff.

Monitored P&L to ensure that the store was within the acceptable range per company standards.

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