Customer Service Call Center

JENNIFER LILJA

ST. CLOUD, FL *****

704-***-**** (Cell)

**********@*****.***

Qualifications Summary

Highly personable Customer Service Professional with over twenty-five years of Call Center experience in problem-solving, order entry, managing teams, logistics and collections.

• Talent for identifying customer needs and presenting appropriate company product and service offerings.

• Demonstrated ability to gain customer buy-in and provide exceptional follow-up, leading to increased repeat and referral business.

• Track record of assisting in the design and implementation of reporting procedures that reduce labor costs and improve customer-satisfaction ratings.

• Expertise in resolving escalated customer service issues.

• Talent for training and supervising new employees.

• Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint®, Microsoft Access, and Microsoft Outlook®). EMPLOYMENT HISTORY

Foundever – Remote Position – Recruiter

10-5-2020 –2/2/20 (Layoff)

• Sourcing for and interviewing candidates

• Onboarding new employees, including overseeing all related paperwork

• Tracking candidate and new hire flow via spreadsheets

• Planning and engaging in remote job fairs to obtain top talent i Contract Positions spanning from 1/17 to 3/20:

Specializations include:

• Data Entry

• Office Assistant

• Customer Service

• Inside Sales

• SAP Project Coordinator

• Supervisor

TBC Corp. - Palm Beach Gardens, FL

8/28/13 – 9/23/16 Consumer Relations Supervisor of Franchise Business

• Supervise a team of 5 in day-to-day operations of the department.

• Manage schedules, deadlines for projects, and update policies and procedures as they change.

• Handle escalated incoming calls from customers who want to make a complaint, compliment or have questions about their automotive service, beyond what the regular Rep can handle.

• Respond to escalated emails from customers who want to make a complaint or a compliment against a Franchise business.

• Process store-to-store credits, customer refunds, and check requests.

• Maintain all calendars, hold monthly team meetings, and motivate the staff to keep a positive team spirit.

• Train all new Employees.

• Lead monthly meetings for New Franchise Owners to train and educate them on the departmental policies and procedures.

• Other projects as directed by senior staff.

Maersk Shipping Line – Charlotte, NC

7/18/2011 – 12/21/12 Dispatch Coordinator - Imports

• Coordinate with truckers, line and terminal operations to ensure movement of containers as planned.

• Maintain data integrity through accurate inputs/updates to all related systems and timely reconciliation of outstanding work orders.

• Track and report potential demurrage.

• Monitor and resolve problems to ensure movement of idle containers.

• Report daily store door movements, service failures and all other challenges to manager.

• Work order creation within Standard Operations Requirements

• Ensure all Import cargo is maintained to ensure the timely departure of Import cargo per the service delivery requirements.

• Actively seek out and report all cost savings to manager. ScentAir Technologies– Charlotte, NC

6/23/08 – 1/18/2010 Client Relations Representative

• I have successfully worked well in organizing, assisting, training, and supporting 31 outside sales reps from the central and west regions.

• I handled all contracts, orders, customer service issues, and all administrative work that was needed for them.

• I also managed the filing and electronic storing of contracts. I answered in-coming calls from customers that had a question about their contract, wanted to change their scents, track shipments, and place new orders.

EDUCATION

Southern New Hampshire University – Online

• M.A. in English and Creative Writing, graduated 10/2022 Ottawa University – Overland Park, KS

• Bachelor of Arts Degree in Educational Studies, graduated 01/2003 Donnelly College – Kansas City, KS

• Associate of Arts in Business, graduated 05/1996 SKILLS

• Customer Service expertise

• Team leadership

• Organization and time management

• Ability to multitask and meet deadlines

• Technically proficient in Microsoft Office suite, AS400, Mac systems, and SAP

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