Customer Support Operations Expert with Leadership Skills
Resume:
Jacqueline Lynch
Leader/Team Builder
Tempe, AZ *5282
***.********@*****.***
Summary of Skills
● Situational Leadership and Management skills with ability to lead by example
● Service delivery focused providing solutions to improve Customer Experience
● Transferable skills and job knowledge understanding Customer expectations and requirements as measured by SLA/KPI
● Continuous Improvement and Implementation demonstrated ability by involving all levels to review and create procedures and process workflows
● Effective Communication with individual Team Members to achieve Performance Metrics by increasing job knowledge and accuracy
Work Experience
Customer Support Specialist (Customer Success Agent) Cognizant Technology Solutions - Scottsdale, AZ
September 2023 to Present
● Live Voice response, technical support, monitoring and assistance using features of mobile applications service
● Live Chat technical support and response to queries regarding accounts and services
● Monitoring queues for incoming e-mail requests and social media contacts from customers and Community Feedback
● Salesforce Case Management creation, notation, resolution and escalation
● Collaboration with team/Leads and cross-functional areas to resolve, report or escalate any Incidents
● Creation of trouble tickets in JIRA for escalation of InApp issues
● Other Applications - okta, slack, Ring Central, WebViz, Helios (Rider Platform) Customs Trade Coordinator
FedEx Trade Networks Transport & Brokerage - Phoenix, AZ October 2022 to February 2023
● Reviewing incoming commercial invoices and airway bills provided with International customer shipments in order to ensure required information is submitted for clearance to the U.S. Customs for release and delivery
● Researching databases per customer SOP and data entry
● Verifying Classification per Customs requirements Jacqueline Lynch
(continued)
Customer Support Representative
isolved Benefit Services - Phoenix, AZ
September 2021 to August 2022
● Answering incoming requests for assistance via phone, chat and email
● Providing Customer Support and website navigation to participants and clients through the process of understanding options and tools available for COBRA Benefits Administration
● NetSuite Case creation and management providing resolution and follow up to any participant/client concerns and needs
● Communicating with leadership, Management and Training for guidance or support when needed for de-escalation and resolution
● Attending weekly team meetings and all required trainings in Microsoft Teams Center Assistant Manager
FEDEX OFFICE & PRINT SERVICES CENTER - Wilmington, DE January 2005 to September 2008
● Responsible for leading a 24/7 Office Services Center in the Metro Area of Philadelphia including:Delaware, South Eastern PA and South Jersey to achieve operational sales goals cost effectively
● Selling Solutions from Direct Mail services to Document Creation of Marketing materials
-Logos,Signs, Banners,Letterhead/Stationery and Business cards, and also creating Custom Tabs for Company Presentations, and Training Binders to meet Customer required Delivery Times
● Increasing Sales by building Customer trust and satisfaction by performing the On Time
-Quality Production and Service Delivery by driver, FedEx Shipping or Customer pick up
● Providing Situational Leadership, Ongoing Communication and Performance Management feedback for 15 full and part time on site associate team members and Technical Production Specialists as well as being Subject Matter Expert for any inquiries
● Scheduling labor needs for completion of all company required e-training, as well as cross training/Team Member Development and coverage for Monthly Center meetings, District Manager meetings and increases in seasonal labor needs
● Monitoring and reviewing incoming applications to match skills to posted positions, leading Interviews then creating job offer letters as well as completing required documentation for EEOC, I-9's, W-4's and explanation of Benefits offered
● Improving flexibility to manage labor and accountability in managing waste or loss in handling operational issues such as Equipment Maintenance and Supplies and Equipment maximization
Jacqueline Lynch
(continued)
● Focusing on Safety, Quality and the On Time Production of all customer projects and Service requests entering the center via front counter, e-commerce channels as well as Shared Orders to and from the local centers and CPC’s (Off Site Commercial Print Centers)
Education
Business Administration/ H R Management
American InterContinental UniversityOnline
February 2010 to May 2011
Engineering Design
Delaware Technical Community College - Stanton, DE, US September 1992 to March 1993
Academic Studies
Hughesville Junior Senior High School - Hughesville, PA, US September 1976 to June 1982
Skills
• E-Commerce
• Assistant Manager Experience
• Process Improvement
• Strategic Planning
• Asset Management
• Time management
• Data entry
• Customer service
• Microsoft Office
• Microsoft Excel
• Document management • English
• Internal Audits
• Payroll
• Sales
• Recruiting
• Training & development
• Interviewing
• Project Management
• Quality Assurance
• Performance Management
• Administrative Experience
• Operations Management
• Driving/Delivery
• Conflict Management
• Packaging
• Merchandising
• Supervising experience
• Logistics
• Financial Report Writing
• Negotiation
• Management (8 years)
• Quality control
• Production management
• Employee Orientation
• Court Filings
• Analysis skills
• Customer support
• Supply chain
• Computer skills
• Live chat
• Microsoft Word
• Research
• Oracle
• Databases
• Call center
• Communication skills
• Microsoft Outlook
• Human Resources
• Technical Support
Skills and Achievements
Cognizant Technology Solutions
Innovation Operations and Automation
Technical Operations Sr. Analyst
Sr. Process Executive - Voice
Process Specialist - Production Ops
Customer Success Agent/Customer Support Specialist
● Salesforce Lightning CRM
Account Management
Case Management
Case Creation
Incoming Email Response and Escalation
Omni-Channel - Mobile Chat Response
Omni-Channel - Voice Support and Escalation
Sprout Social - Social Media Triage and Escalation
● Google Suite
● Microsoft Outlook
● Trained for Critical Response Line - Incoming
● Trained for Operations Reporting - Shift Lead
● Trained as a Skill 2 for Voice Support
● Cheers Amber Award (December ‘24)
Recognition for 95.6% Completion rate for Labelling Project
● Assisting with New Hire Training (OJT) - Created Job Aid for New Omni-Channel- Voice Support
● Customer Service Appreciation Day Recognition
● Cheers Amber Award (June ‘24)
Recognition for sharing feedback to improve Knowledge Base Articles in Salesforce
● 96.8% on all Product Knowledge Tests
● 98.2% Quality Assurance Average - All Channels
Previous Skills and Achievements
● Microsoft Office Suite
Proficient in Word/Excel/Powerpoint/Publisher
● Adobe
Experience with PhotoShop/Illustrator/InDesign
● Leadership Development Program - FedEx Office - 2008
● Situational Leadership Training - Amazon.com - 2002
● Management Training Program - PBMS - 1994
● Pitney Bowes Management Services
Team of the Month - DuPont Payroll Processing Team
Team of the Quarter - DuPont Payroll Processing Team
Team of the Year - Philadelphia Region 1998
Lead/Team Lead/Customer Service Manager (5 years)
Increased Client Billing from 35K to 70K per Month as CSM.
● Amazon.com
Packing and Shipping Area Manager
■ Team Production Throughput Record
- 2,438 units shipped - One hour on Autobox
● FedEx Office
Center Assistant Manager - Wilmington Hub
District Sales - Team of the Month
■ Over $149K in Sales for the Month - APR ‘08
● Increased Monthly Sales by $20K
References available upon request
Contact this candidate