Customer Experience Specialist and Client Relations Leader

Jennifer Drummond

702-***-**** — Las Vegas, NV, *9144 — ***********@*****.***

S U M M A RY

Proven leader in customer service with expertise in conflict resolution and client relations, leveraging strong problem solving and communication skills to enhance customer experiences. Adept at staff training and managing accounts, ready to drive success as a Customer Experience Specialist. Committed to fostering team collaboration and delivering exceptional service. P R O F E S S I O N A L S K I L L S

Vendor Relations

Critical thinking

Microsoft Office Suite

Active listening

CRM software

Adaptability and flexibility

W O R K E X P E R I E N C E

Customer Support Specialist Sep 2025 - May 2026

PLI Cards Las Vegas, NV

Work with internal teams and customers to get approved art and data files. Coordinate receipt of PO, art, data and supplied materials (if any). Review customer PO to Estimate/Proposal and identify any changes or deviations. Work with Scheduling department to get schedule/customer milestones. Monitor and communicate milestone status to customer. Coordinate all approvals with customer (Art, Data, label & affixing). Generate Job Ticket.

Work with internal teams to procure specialty items in a timely manner to meet delivery/shipping schedules. Customer Service Representative May 2024 - Aug 2025 USAA Bank Las Vegas, NV

Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues.

Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions.

Implementation Manager Nov 2016 - Feb 2020

Rakuten Super Logistics Las Vegas, NV

Managing the project from start to finish as account Manager. Communicated regularly with clients throughout the implementation process providing updates on progress. Provided technical support to end users, troubleshooting issues and resolving customer queries. Analyzed complex problems, identified root causes and proposed effective solutions. Familiarized new clients with products and services by providing training on new systems. Coordinated implementation of new software or systems with external vendors or internal departments. Collaborated with product development teams to improve software usability based on user feedback. Monitored user feedback and usage data to identify areas for post-implementation optimization. Defined project scope, timelines, and budgets, aligning with client needs and business objectives. Operations Project SPC Mar 2019 - Feb 2020

Rakuten Super Logistics Las Vegas, NV

Utilized advanced problem-solving skills to resolve issues affecting delivery timelines. Facilitated communication between various teams throughout the organization regarding project updates. Collaborated with external vendors to obtain necessary materials or services needed for projects. Communicated project updates, deadlines, and changes to stakeholders effectively. Planned, scheduled and coordinate project activities to meet deadlines. Scheduled and facilitated project meetings.

Requested and reviewed project updates to meet deadlines. Sales Coordinator III Aug 2011 - Nov 2016

CORT Tradeshow & Events Las Vegas, NV

Worked with management teams to develop annual sales plans, goals, and targets. Resolved customer complaints in a timely manner while maintaining strong customer relationships. Processed all paper flow in and out of sales offices. Developed and maintained strong customer relationships and networks within designated sales territory. Collaborated with other departments to develop successful sales campaigns. Tracked customer orders from initial placement through delivery utilizing internal software systems. Managed inventory levels by monitoring stock levels, ordering new supplies as needed. Coordinated product demonstrations, presentations and trade shows to promote products and services. Adapted to and remained flexible in changing, fast-paced work environment. Server Feb 1990 - Aug 1996

Catering by Nancy Las Vegas, NV

Ensured customer satisfaction by promptly addressing concerns and resolving issues. Collaborated with kitchen staff to ensure timely and accurate order delivery. Managed a section of multiple tables efficiently during peak hours. Barista Jun 1993 - Sep 1995

Coffee Pub Las Vegas, NV

Increased customer satisfaction through efficient and friendly service. Managed a high-volume of orders during peak hours, maintaining accuracy and speed. Trained and mentored 3 new baristas in company protocols and standards. Collaborated with team members to streamline the order process, reducing wait times by 15%. Hand squeezed fresh orange and grapefruit juice on demand. E D U C ATION

University of Nevada-Las Vegas Las Vegas, NV

R E F E R E N C E S

Wendy Alexandre Neonatal Physical Therapist 702-***-**** Cynthia Carter Vice President Western Management 702-***-**** Jeremy Brooks IT Director Health Systems 702-***-**** Kim Latini CORT Tradeshow & Events 702-***-****

P O R T F O L I O S, P R O F I L E S

www.linkedin.com/in/jennifer-drummond-71360535

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