Jacqueline Morgan
Hendersonville,TN
Summary
Results-driven professional with expertise in customer service and organizational culture. Strong background in team leadership and quality improvement initiatives. Proven ability to leverage strategic insights for business success while maintaining excellent time management skills. Committed to continuous professional development and fostering collaborative environments.
Overview
11
11
years of professional experience
Work History
Customer Support Specialist
Ollie.com
11.2023 - Current
- Resolved customer inquiries through multiple channels, ensuring timely and accurate responses.
- Collaborated with cross-functional teams to enhance customer experience and service delivery.
- Trained new staff on best practices for customer interaction and support processes.
- Analyzed customer feedback to identify trends, driving improvements in service quality.
Customer Service Professional for the City of Hendersonville, TN
County of Sumner in Hendersonville, TN
02.2023 - 11.2023
- Provided exemplary customer service to ensure positive experiences for all vehicle registration clients.
- Executed quality control measures to maintain high standards in titling and vehicle registration processes.
- Ensured strict adherence to regulations governing vehicle titling and registration for compliance purposes.
- Entered data with precision, ensuring accuracy and consistency in vehicle registration information.
- Collaborated with team members to streamline processes and enhance customer service efficiency.
- Resolved customer inquiries promptly, contributing to improved satisfaction ratings among vehicle owners.
- Educated customers on titling and registration requirements, empowering them with necessary knowledge.
QA and Auditor, Customer Experience Professional
Pair Eyewear E-Commerce Nashville, TN
06.2021 - 02.2023
- Enhanced customer satisfaction through effective problem resolution and proactive communication strategies.
- Facilitated cross-functional collaboration to implement customer feedback into service improvement initiatives.
- Monitored and analyzed quality assurance metrics to ensure adherence to company standards.
- Conducted audits of customer interactions, identifying areas for improvement and training opportunities.
- Developed and maintained comprehensive documentation for quality assurance processes and best practices.
- Trained new team members on customer experience protocols and quality assurance procedures.
- Provided insights to management on customer trends, aiding in strategic decision-making.
- Assisted in the development of customer experience training materials and resources.
Consultant, for Training and Staff Development/HR
Hearts Alive Village Non-Profit Animal Welfare Las Vegas, NV
10.2020 - 02.2021
- Lead for HR department on recruiting candidates for the non-profit veterinary industry-Training and development for the staff-Culture and insight for maintaining the staff
Customer Loyalty Team, Zappos CLT Lead/Manager Quality, Community/Employee Engagement Dog Event Coordinator for HR
Zappos.com Las Vegas, NV
07.2014 - 10.2020
- Started at Zappos.com in Customer Service, within CS I quickly moved to leadership, providing, and supervising a team of 20 for QA. Promoted to our Zappos Insights team which is corporate training for the Zappos business model. Public speaking and consulting outside companies on our corporate culture. Promoted to employee and community engagement managed and partnered with HR to oversee our Dog Program for 1500 employees, through employee and community engagement.
Education
Associates Degree - Fashion Merchandising
West Valley College
Saratoga, California07.1991
Skills
- Slack, Zendesk, Shopify, Maestro, Quip, Asana
- Proficient in remote work motivation
- Time management expertise
ACTIVITIES
I have a strong faith and am a part of my church community. I volunteer my time at our church and enjoy working with our children in Sunday school and our weekly Bible study. I am married and have 2 dogs Boston Terriers named Dixie and Monty they keep me busy! I am passionate about dogs and love spending time with my husband and my dogs on the weekends. I am also a crafter who enjoys using her creative talents to make jewelry.
Timeline
Customer Support Specialist
Ollie.com
11.2023 - Current
Customer Service Professional for the City of Hendersonville, TN
County of Sumner in Hendersonville, TN
02.2023 - 11.2023
QA and Auditor, Customer Experience Professional
Pair Eyewear E-Commerce Nashville, TN
06.2021 - 02.2023
Consultant, for Training and Staff Development/HR
Hearts Alive Village Non-Profit Animal Welfare Las Vegas, NV
10.2020 - 02.2021
Customer Loyalty Team, Zappos CLT Lead/Manager Quality, Community/Employee Engagement Dog Event Coordinator for HR
Zappos.com Las Vegas, NV
07.2014 - 10.2020
Associates Degree - Fashion Merchandising
West Valley College