JACQUELINE KLEIDERMAN
Customer Client Specialist
NORTH RIVERSIDE,IL
Summary
An Enthusiastic Customer Service Professional with 25+ years of experience with expertise in communication and negotiating. Driven to provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue. Highly adept at training and mentoring employees and customer service associates and with talent for interacting with staff at all levels of organization and public.
Overview
37
37
years of professional experience
Work History
Senior Moving Consultant
NEW WORLD VAN LINES
01.2001 - Current
- Assists the Director of Customer Services
- Coordinate & schedule the moving arrangements for over 500 transferees a year in a fast pace environment. Responsible for administering the relocation processes and to communicate with patience, understanding and empathy. Utilized the de-escalation techniques, with resolving service issues in a timely manner. Creating a positive influence and persuading people to want to work with me and do business again with my company.
- Interfaced daily with a diverse corporate base of national accounts in compliance with their service brand, policies and specific needs with global relocation companies and Fortune 500 accounts. Developed long-lasting client relationships through exceptional customer service and attention to detail.
- Identified opportunities to improve the customer experience, by delivering training and mentoring to new hires on service standards, conflict resolution. Encouraged and motivated them to develop their personal potential of their jobs.
- Trained all home office employees and traveled in the field to service centers to administered the class "The Magic of Customer Relations" to deliver exceptional customer service and the passion for excellent. I am a certified "MAGIC" Trainer, last class completed 2/24/2024
- Promotes high level of customer satisfaction and client expectations using strong relationship-building skills and continues on improving satisfaction quality scores to provide world class service, Currently in 1st Place with three major accounts as of 1/13/24; worked in collaboration with the team to win the 2022 and 2023 Partnership in Quality Award. I am lead move coordinator and handled 100 moves per year.
- Overcame obstacles with staffing shortage during a difficult time, taking on 7 new accounts, managed and re-established relationships with problematic accounts, helping to build lasting rapport and boosting revenue opportunities for the company with four accounts being budget or cost cap moves. and four account portals.
- Help developed in collaboration with the Billing and IT depts to create the estimating /invoice system. Assisted in training all move coordinators on this program. Made suggestions and identified discrepancies for contract maintenance and 3rd pty vendor services rates which is essential that the proper charges are invoiced to the account or customer.
- Resolved any issues or concerns raised by clients promptly, maintaining a professional demeanor at all times while working towards satisfactory resolutions.
Senior Customer Service Rep & Partnership Dev Spec
NELSON-WESTERBURG INC. ATLAS ELK GROVE
01.1997 - 11.2001
- Assisted V.P and General Manager with National Accounts and coordinated & scheduled the moving arrangements for 400 transferees a year
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Worked with the military, provided sales support & secure COD moves
Senior Admin Assistant Human Resources
SEARS ROEBUCK & CO.
01.1995 - 01.1997
Admin Assistant National Relocation Services
SEARS ROEBUCK & CO.
01.1989 - 01.1997
Admin Assistant Logistics Administration
SEARS ROEBUCK & CO.
01.1993 - 01.1995
Recruiting Coordinator College Relations
SEARS ROEBUCK & CO.
01.1987 - 01.1989
Education
Associate of Science -
Morton College
CiceroSkills
- New Business Development
- Customer Relationship Management
- Leadership
- Process Improvement
- De-escalation Techniques
- Customer Needs Assessment
- Account Servicing
- Communication
- Cross-Cultural Sensitivity
- Empathetic
- Cross Function Collaboration
- Quality Assurance
- Adversity Management
Accomplishments
2024 "MAGIC Trainer" (Magic of Customer Relations)
2023 Partnership in Quality Award by Account
2022 Partnership in Quality Award by Account
2022 Move Coordinator Satisfaction Award
2022 Highest Caseload Leader
2020 Excellence in Customer Quality Award **
Employee of the Year
References
Professional & personal references will be provided upon request
Volunteer Experience
- Greater Chicago Cage Bird Society & Rescue
- Animal Welfare including P.A.W.S
- American Red Cross
I have a big heart and strong desire to help people and animals
Awards
- RAVING CUSTOMER FAN AWARD RECIPIENT, 1ST PLACE 2010, 2012, 2013
- SPOTLIGNT OF SERVICE AWARD 1ST PLACE, 2010, 2011, 2013, 2014
- MOST OUTRAGEOUS CUSTOMER SERVICE AWARD
Timeline
Senior Moving Consultant
NEW WORLD VAN LINES
01.2001 - Current
Senior Customer Service Rep & Partnership Dev Spec
NELSON-WESTERBURG INC. ATLAS ELK GROVE
01.1997 - 11.2001
Senior Admin Assistant Human Resources
SEARS ROEBUCK & CO.
01.1995 - 01.1997
Admin Assistant Logistics Administration
SEARS ROEBUCK & CO.
01.1993 - 01.1995
Admin Assistant National Relocation Services
SEARS ROEBUCK & CO.
01.1989 - 01.1997
Recruiting Coordinator College Relations
SEARS ROEBUCK & CO.
01.1987 - 01.1989
Associate of Science -
Morton College
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