Customer Support & Order Management Specialist

Jessie Gravley

904-***-**** • *****************@*****.*** • Jacksonville, Florida

Summary

Professional Customer Support Specialist with 14+ years of experience in high-volume retail and service environments. Proven track record in Supply Chain Operations, Order Management, and maintaining CRM Systems to drive customer satisfaction. Expert in resolving complex service failures and executing proactive account management within B2B Distribution and Omnichannel Retail sectors to ensure long-term retention.

Work Experience

Crew Member December 2017 – September 2019

MCDONALD'S, JACKSONVILLE, FLORIDA

Executed complex order management for high-volume customer accounts, ensuring 100% accuracy in fast-paced omnichannel retail environments.

Performed supply chain operations and inventory logistics, identifying potential shortages and restocking critical office-adjacent supplies to prevent service delays.

Resolved customer inquiries and service failures on-site, implementing proactive communication to minimize delivery frustrations and maintain high satisfaction metrics.

Analyzed operational workflows to identify and escalate systemic process errors, resulting in improved efficiency and reduced customer wait times.

Cashier March 2008 – May 2011

WINN DIXIE, JACKSONVILLE, FLORIDA

Documented high-value financial transactions and performed data analysis for daily reconciliations with a focus on accuracy and account integrity.

Resolved pricing discrepancies and product availability issues, escalating systemic data errors to management to prevent recurring service failures for high-revenue customers.

Managed omnichannel retail logistics by coordinating with cross-functional departments to ensure seamless order fulfillment and inventory accuracy.

Demonstrated significant professional growth by advancing from Seafood department to Cashier, taking on increased accountability for Sales Support and financial operations.

Associate July 2006 – March 2008

WALGREENS, JACKSONVILLE, FLORIDA

Provided specialized Sales Support as a Beauty Advisor and Photo Specialist, utilizing technical troubleshooting skills to resolve issues with complex equipment and CRM-integrated systems.

Executed daily inventory audits and supply chain management tasks to ensure product availability for high-demand omnichannel retail operations.

Managed multi-channel support including in-person and telephonic inquiries to resolve order status and mitigate service delays for critical client accounts.

Identified and escalated data entry errors in digital processing systems, maintaining high standards for data integrity and customer trust.

Third Key August 2005 – January 2006

CLAIRE’S, MANASSAS, VIRGINIA

Executed opening and closing operational protocols, including detailed financial paperwork and ERP-aligned transaction documentation for daily business reporting.

Escalated complex account issues and service failures to corporate support, ensuring rapid resolution and business continuity for retail operations.

Trained and mentored new team members on customer service best practices and standardized communication protocols for high-priority client interactions.

Managed daily cash deposits and financial reporting, ensuring account accuracy for B2B distribution and local supply chain logistics.

Education

Accounting November 2021 – March 2024

American Intercontinental University, Schaumburg, Illinois

Business Management/Accounting March 2017 – March 2018

Independence University, Phoenix, Arizona

Business Management September 2014 – April 2017

Jones College, Jacksonville, Florida

High School Diploma September 1995 – June 2001

Rappahannock High School, Warsaw, Virginia

Additional Skills

Customer Support & CRM: CRM Systems, Order Management, Email Support, Live Chat Support, Issue Escalation, Account Retention, Client Relationship Management

Supply Chain & Logistics: Supply Chain Operations, B2B Distribution, Omnichannel Retail, Inventory Logistics, Supply Chain Management, Order Fulfillment

Business Operations: ERP Software, Data Analysis, Sales Support, Financial Reporting, Process Optimization, Data Entry Integrity

Technical & Soft Skills: Microsoft Office 365, Communication, Leadership, Interpersonal Skills, Problem Solving, Technical Troubleshooting

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