Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Jacqulynn Shed

Red Oak,TX

Summary

Proactive approach and close collaboration with management to support the achievement of short-term initiatives and long-term goals. Dedicated to assisting in the actualization of company objectives through effective teamwork and strategic planning. Adept at identifying opportunities for improvement and implementing solutions to drive success. Committed to contributing positively to the overall success of the organization.

Overview

7
7
years of professional experience
1
1
Certification

Work History

PNT Account Management and Support Specialist

SparkFun Electronics
12.2023 - Current
  • Serve as the single point of contact for PNT team for support needs
  • Lead Customer Support & Order Management: creating customer accounts/assigning 'roles'; processing orders/processing POs/collecting payment/tags/notes/estimated ship information; fielding, resolving, and/or redirecting incoming PNT tickets; responding to incoming emails, chats, emails, faxes, and voicemails; facilitate terms requests; resolve or escalate customer issues; file RMAs for PNT
  • Determine support email flow and assignment for PNT
  • Collaborate with Operations and Finance teams as needed
  • Assign HubSpot leads from all lead sources; respond to basic product and service inquiries; manage orders below a specific threshold from lead through close; assign leads to sales team if they are over threshold or strategic opportunities; manage individual pipeline
  • Nurture current accounts; field inquiries from current accounts; collaborate with PNT marketing to implement nurturing/account growth campaigns; analyze current accounts to assess buying/buyer trends
  • Manage sales logistics: generating quotes (as needed); facilitating NCNR agreements; tracking inventory; coordinating with Operations teams; coordinating to work through exceptions; supporting external agreements (sales agreements, MOAs…); escalating as needed; assist with customer outreach
  • Know products, web site resources, internal resources and personnel
  • Renewal & Systems Support (Saas): monitor PNT device registrations and renewal requests; create accounts in service platform; monitor and manage renewals.

Call Center Manager III

Goldschmitt & Associates
11.2023 - Current
  • Providing leadership to the contact center team in an in-person or virtual environment.
  • Leading the team in delivering high quality customer service for phone call answers, emails processing, and any other work assigned.
  • Performing quality reviews of recorded calls or completed emails and documenting review findings to ensure a high level of accuracy is achieved in line with goals and expectations set by management or the client.
  • Coaching employee performance to ensure feedback from quality reviews or chat room observations is used to improve agent performance.
  • Assisting in answering and monitoring chat room questions to ensure agents receive guidance needed to handle calls.
  • Using management tools and analyzing data to identify performance issues.
  • Assisting with special projects as assigned.
  • Preparing reports or responding to management inquiries.
  • Ensuring that the work of the team is completed in a comprehensive, effective and efficient manner while maximizing the return on investment for the client.
  • Leading organized and effective team meetings or huddles, identifying training issues and delivering agent training to new hires and other staff, as needed.
  • Making recommendations for script enhancements to help improve agent performance.
  • Working cooperatively with the contact center leadership team to ensure effective coordination on items such as agent schedules, huddle meetings, training, quality and overall team performance.
  • Handling complex or sensitive calls or inquiries that are escalated by agents to contact center managers.

Support Senior Analyst/Call Center Manager III

Forrest Solutions
09.2018 - 11.2023
  • Providing leadership to the contact center team in an in-person or virtual environment
  • Leading the team in delivering high quality customer service for phone call answers, emails processing, and any other work assigned
  • Performing quality reviews of recorded calls or completed emails and documenting review findings to ensure a high level of accuracy is achieved in line with goals and expectations set by management or the client
  • Coaching employee performance to ensure feedback from quality reviews or chat room observations is used to improve agent performance
  • Assisting in answering and monitoring chat room questions to ensure agents receive guidance needed to handle calls
  • Using management tools and analyzing data to identify performance issues
  • Assisting with special projects as assigned
  • Preparing reports or responding to management inquiries
  • Ensuring that the work of the team is completed in a comprehensive, effective and efficient manner while maximizing the return on investment for the client
  • Leading organized and effective team meetings or huddles, identifying training issues and delivering agent training to new hires and other staff, as needed
  • Making recommendations for script enhancements to help improve agent performance
  • Working cooperatively with the contact center leadership team to ensure effective coordination on items such as agent schedules, huddle meetings, training, quality and overall team performance
  • Handling complex or sensitive calls or inquiries that are escalated by agents to contact center managers

Supervisor

Warwick Melrose Hotel
04.2018 - 03.2020
  • Provide guidance and direction to ensure overall departmental success. Manages subordinate managers/supervisors in all food and beverage areas.
  • Responsible for the overall direction, coordination, and evaluation of these business units. Responsibilities include interviewing, hiring, and training team members.
  • Maintains quality goals, specifically by appropriate and persistent follow-up on personal observation, in-house manager's observation/reports, guest comments and external quality reports.
  • Continuously stays informed of regional, local and national trends
  • Merchandises food, wine and other beverages through an aesthetically pleasing and appropriate menu design, imaginative and attractive food and wine displays, as well as exciting and innovative banquet set-up.
  • Works effectively with the marketing staff in the development of successful, result oriented F&B advertising, public relations.
  • Assist in developing and implementing new menu ideas, wine list, pricing and marketing programs.
  • Ensures guests receive outstanding, consistent, exceptional service by circulating through each food & beverage area. Seeks opportunities to improve satisfaction and immediately handles any guest concerns or complaints. Personally, runs training programs if necessary.
  • Ensures all dining, service and kitchen areas are clean and properly set up. Maintains sufficient inventory of food, supplies and equipment and orders as needed. Participates in weekly/monthly inventories. Prepares and submits liquor and supply orders.
  • Ensures department follows all standard food handling, TABC, sanitation and health department guidelines.
  • Creates weekly schedules, edits daily payroll, processes tip sheets, and approves leave and time away from work within company policy.
  • Responds to guest inquiries and coordinates special arrangements and requests.
  • Resolves guest complaints within scope of authority, otherwise refers the matter to upper management.

Education

Online course in PMP -

Udemy
Dallas, TX
11.2024

College in International Business - undefined

American Intercontinental University
Dallas, TX
05.2011

High School Diploma - undefined

Bryan Adams High School
Dallas, TX
05.2001

Skills

  • Microsoft Office
  • Customer service
  • Conflict resolution
  • Coaching
  • Customer contact telephone system
  • Customer relationship management
  • Client needs assessment
  • Helpdesk operations

Certification

  • Food Handler Certification
  • TABC Certified

Timeline

PNT Account Management and Support Specialist

SparkFun Electronics
12.2023 - Current

Call Center Manager III

Goldschmitt & Associates
11.2023 - Current

Support Senior Analyst/Call Center Manager III

Forrest Solutions
09.2018 - 11.2023

Supervisor

Warwick Melrose Hotel
04.2018 - 03.2020

College in International Business - undefined

American Intercontinental University

High School Diploma - undefined

Bryan Adams High School

Online course in PMP -

Udemy

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