Customer Service Executive with 20+ Years Experience

Joy Lynn Jamison

San Jose, CA **************@*****.*** 650-***-****

CUSTOMER SERVICE EXECUTIVE

Customer Service professional with over 20 years of experience delivering high-quality support and consistently achieving strong customer satisfaction outcomes. Known for a dependable, self-motivated work ethic and a hands-on approach to resolving customer needs. Well organized and collaborative, with a proven ability to work effectively in team environments and bring diverse stakeholders together to achieve shared goals. SKILLS

• Customer Service & Support

• Customer Experience (CX) Management

• Complaint Handling & Escalation

Management

• Order Processing & Order Management

• Billing & Payment Processing

• Sales Support & Upselling / Cross-Selling

• Quotation & Sales Order Processing

• Troubleshooting & Root Cause Identification

• Customer Retention & Satisfaction

WORK EXPERIENCE

10X Genomics- Pleasanton, CA 09/2019 – 01/2026

Customer Service Representative

• Led creation and maintenance of Standard sales order; interpreted requirements of purchase order details, quotes, and sales or customer inputs to create and maintain stock sales orders in ERP system in accordance with contract guidelines and 10X policies and procedures.

• Content expert on ERP and CRM teams to enable quote to invoice, opportunity management, and complaint management.

• Created and managed product returns, credit and debit memos in ERP system and updates CRM; coordinated with logistics and field team for pickup or RMA of instruments and provided information/updates to customers and internal teams as needed.

• Managed service requests to field teams in CRM and service contracts in ERP system pursuant to purchase order details, quote, and sales or service management input.

• Handled product and order inquiries via phone/email with internal/external customers to provide solutions.

• Monitored Back Orders and managed updates in system and communication updates to customers and internal staff regularly.

• Validated accuracy of sales orders and guided to resolve errors or escalate to Senior Staff or Manager for resolution of errors.

• Collaborated with internal and regional teams drive on time fulfillment of orders and resolutions of issues to meet or exceed customer expectations.

• Reviewed and analyzed operational reports to support accurate and timely order fulfillment.

• Utilized ERP and Salesforce (SFDC) systems to manage, track, and support business and order processing activities. The Myers-Briggs Company- Sunnyvale, CA 01/2017 – 8/2019 Customer Relations Advisor

• Delivered high-quality customer support in a fast-paced call center environment via phone, email, and chat channels.

• Handled inbound customer inquiries with professionalism and efficiency, resolving issues promptly to ensure high customer satisfaction.

• Proactively guided customers by asking targeted questions, diagnosing concerns, and recommending effective solutions.

Joy Lynn Jamison **************@*****.*** 650-***-****

• Investigated and resolved order-related issues, including shipment discrepancies, order status inquiries, and delivery updates.

• Assisted customers with website navigation, account-related questions, and created or updated service tickets as needed.

• Supported sales activities by recommending products and services, preparing quotes, and creating and emailing sales orders.

• Assisted platform users by setting up projects or batches and supporting report downloads.

• Processed credit card payments and managed Return Material Authorizations (RMAs).

• Managed customer account and service activations and deactivations in accordance with company procedures. Hewlett Packard- Palo Alto, CA 09/2013-11/2016

Executive Customer Relations

• Case management (monitored case progression from start to finish, tracked units or parts ordered).

• Responded to customers about their experience with HP, including preparing written statements to the customers as required.

• Created reports to simplify data in spreadsheet for easier quick view of data.

• Performed various administrative duties like entering data in MS Excel Spreadsheet.

• Ordered products using purchasing ordering system (SmartBuy)/P-card reconciliations.

• Purchasing (Monitored office supplies and made routine purchases, products for customers via in-house purchasing systems (skilled at finding best value purchases), and P-Card purchases

• Resolved discrepancies with any purchases made within the team for month end reporting

• Admin Coordinator for Health & Safety Managers based out of Houston and Canada (tracked ongoing case management, ordered repairs on units when needed, scheduling and organizing various work orders for customers on products), documented any changes in cases

• Gathered raw data and managed daily Excel Spreadsheet that is submitted daily to Executives within the company

• Accountable for all DV Checks submittals requested by team members to be processed and sent to customers promptly, documenting any changes in tracking, and monitoring tracking

• Managed all executive escalations (time sensitive) that came into the department by getting them recorded, a proper response sent to the customer, and routed to proper region or department when needed

• Prepared written statements that were sent in response to the customers. Transgenomic- San Jose, CA 07/2008 – 03/2013

Column Technician – Manufacturing

• Pack and test gel resin polymer columns

• Clean and convert resin into proper form

• Database maintenance and management.

Early career:

Genentech- S. San Francisco, CA

QC-IP (Media Prep)

Neopost- Hayward, CA

Customer Service Representative

CAREER TRAINING/EDUCATION

University of Phoenix, San Jose, CA

B.S in Business Administration with an Emphasis on Criminal Justice IBT, Santa Clara, CA

Phlebotomy / Lab Assistant / EKG

Adult & Child BLS (CPR & AED) Certification American Heart Association-2006 BioHealth College, San Jose, CA

Certified Biotechnology Technician

Heald College, Milpitas, CA

Joy Lynn Jamison **************@*****.*** 650-***-**** Associate in Applied Science Degree in Business Administration with an emphasis in Criminal Justice

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