Summary
Overview
Work History
Skills
Timeline
OfficeManager
Jean Taggart

Jean Taggart

Chicago,IL

Summary

Diligent successful customer service professional with over 25 years of experience at satisfying different types of customers with creative and knowledgeable solutions. Expert at providing relevant information and options to successfully resolve issues, securing customer loyalty with an exceptional customer experience. Upbeat and energetic handling difficult situations through resourcefulness, problem solving and adaptability. A detail-oriented team player with a strong commitment to achieving business goals, the customer experience and driving revenue.

Detail-oriented in accounting offering over 5 years of experience in various accounting roles. Skilled in account reconciliation, adjusting discrepancies, and meticulous with strong history of integrity and reliability.

Overview

30
30
years of professional experience

Work History

Customer Service Coordinator & Accounting Admin.

Deljo Heating & Cooling
07.2020 - 04.2023
  • Assisted large volume of customers daily with professional and enthusiastic demeanor focused on customer satisfaction.
  • Answered inbound calls, responded to chat, voice messages and emails.
  • Made outbound customer calls to schedule seasonal maintenance and service appointments.
  • Generated appreciation script with link to increase Google reviews on company website.
  • Handled customer escalations to restore positive outcomes.
  • Worked with dispatch, sales, service and parts teams to coordinate customers requests and identify repairs or installation sale opportunities.
  • Generated daily reports and customer outreach for expired or declined credit cards to process past due amounts to accounts.
  • Responsible for customer collections that involved calls, emails or mailed invoices for outstanding payments with timely proactive approach and converted 85% average success rate.
  • Handled daily reporting and applied receivables and financed payments to reconcile accounts.
  • Driven sales by explaining and enrolling customers in annual maintenance plans and preparing those agreements which contributed to nearly $6,000 in one year.

Patient Care Coordinator

Townsend Family Dentist Center
07.2019 - 12.2019
  • Greeted and assisted 50+ patients with check-in procedures, completing necessary paperwork and forms to provide dental practice with essential information to bill for services.
  • Verified patient insurance eligibility and entered information into system.
  • Provided excellent customer service to patients and dental staff.
  • Answered incoming calls, scheduled appointments and uploaded dental records.
  • Checked out patients and applied payments to accounts.
  • Maintained confidentiality of patient data and condition to safeguard health information.
  • Performed closing sales batches and reconciled deposits.

Customer Service Specialist & Admin. Assistant

Dick's Sporting Goods, Inc
01.2019 - 06.2019
  • Responded to customer requests for check out, products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Accepted customer payment and other pertinent information to place online orders.
  • Offered product and service assistance to customers, paying attention to requirements or wants.
  • Provided oversight of front end and cashiers.
  • Handled store closing procedures for front end, cashier drawers, registers, reconciliation of deposits and safe counts.

Office Manager

Zock Family Chiropractic, LLC.
06.2015 - 08.2018
  • Greeted and assisted approximately 50+patients with check-in procedures.
  • Answered incoming calls, scheduled appointments and maintained medical records.
  • Provided excellent customer service to patients, doctor and massage therapist staff.
  • Upheld confidentiality requirements and regulatory compliance guidelines.
  • Processed payments using cash and credit cards, maintaining accurate records of transactions, applied and reconciled patients ledgers.
  • Promoted supplements, essential oils and massage therapy sessions to support wellness and drive practice revenue.
  • Explained insurance benefits, submitted claims, applied patient copays, insurance payments and reconciled patient ledgers.
  • Handled reconciliation of daily deposits, reporting month end and year end financial totals.

Realtor

Coldwell Banker Real Estate LLC & Bovard-Anderson
08.2014 - 01.2017
    • Marketed and sold property for clients by hosting open houses and advertising online and in print.
    • Resolved client concerns related to home purchases to maintain high satisfaction ratings.
    • Assisted buyers with finding ideal homes by assessing needs, requirements, and budgets.
    • Developed and maintained relationships with clients through networking, postcards, and cold calling.
    • Conducted market analysis and advised clients on market conditions and property value for informed decision-making.
    • Wrote contracts to outline sales and purchases of properties.
    • Managed contracts, negotiations, and all aspects of sales to finalize purchases and exceed customer expectations.
    • Wrote listings detailing and professionally highlighting property features to increase sales chances.
    • Liaised between buyers and sellers to provide positive experiences for both parties.

Customer Engagement Manager

Dick's Sporting Goods, Inc
02.2009 - 01.2014
  • Responsible for the oversight, growth and support of an 18 team member call center and overall positive customer experience for 400+ retail stores.
  • Recruited, hired, and trained personnel, establish key internal functions and outline scope of positions for the growth of the company requirements and demands.
  • Scheduled representatives and temporary contractors for shifts, taking into account customer traffic and associate strengths.
  • Trained and guided team members to maintain high productivity and performance metrics followed by individual meetings and annual performance reviews.
  • Tracked associate attendance, performance, customer feedback and SLAs to identify successes and address repeat problems quickly to prevent long-term habits.
  • Tracked trends and suggested enhancements for merchandise, services, customer interface and policies through a robust CRM application and reporting process to business partners within the organization.
  • Responsible for handling escalations by collaborating with store managers, district managers, regional VPs, and executives to provide pertinent and detailed information in order to address even the most sensitive and complex scenarios.
  • Participated and contributed ideas to several company committees in program development. standards, policies. identifying potential product risks, recalls and staying in compliance with the ATF and Consumer Product Agencies.



Manager of Customer Service and Warranty Program

Dick's Sporting Goods, Inc
01.2005 - 01.2009
  • See responsibilities as described above for customer call center.
  • Continued oversight over customer service team, 1 store service coordinator along with ownership of 12+ multi million dollar warranty program productivity, work flow, oversight of underwriter to meet or exceed quality service and sales goals.
  • Collaborated with merchants, IT, marketing, and legal departments along with a third party underwriter to continue to identify eligible inventory assortment for extended warranty or replacement plans to add value and drive company sales.
  • Worked with marketing team to refresh and develop POP, in-store signage, brochures, print, and replacement plan gift cards for over 400+.retail locations.
  • Orchestrated a successful transition from initial third party underwriter through vetting major third party underwriters, identifying the best suited company, set standards and completed the implementation of redirecting tens of thousands of existing customers to the new provider, releasing new store communications with training.
  • Developed and managed monthly store & district contests, associate incentive programs and reporting efforts for tracking metrics and revenue.
  • Researched and observed emerging product trends to take advantage of extending the warranty business.
  • Monitored and audited the third party underwriting party for customer service standards and policies and detailed in the servicer agreement to ensure compliance.


Supervisor of Customer Service and Store Services

Dick's Sporting Goods, Inc
02.1999 - 01.2005
  • Interviewed, hired, trained. and managed up to 8 representatives and a service coordinator, established and monitored procedures, reporting, set goals, and implemented a help desk application as a start up.
  • Implemented and managed a mystery shopping program for over 200 retail stores by working with a third party agency, developed reporting requirements to deliver to all levels of management that monitored associate and store policies were consistently met.
  • Managed the oversight of a home delivery & assembly provider, insurance underwriter for warranty program and 12+ other in-store services that included all facets of setting standards, training, store signage, program enhancements, sales and metric reporting, monitoring customer service goals, identified growth opportunities in each category for the following service programs: home delivery & assembly, warranties, golf, bikes, lodge, tackle and team sports,


Corporate Finance Coordinator

Dick's Sporting Goods, Inc
06.1993 - 01.1999
  • Responsible for up to 22 retail stores' petty cash receipts. audits, reconciliations of checking accounts and store reimbursements.
  • Responsible for setting up merchant agreements with credit card companies, local bank accounts, and armored car services for all new store openings.
  • Identified and reported mishandling of company funds for appropriate actions.
  • Audited and reconciled individual monthly bank statements which included applied deposits to store accounts from 6 up to 22 retail location deposits in different states.
  • Identified any shortages, banking errors and applied appropriate journal entries.
  • Received daily store settlement reports, entered sales information into reporting application and provided CFO with daily updates.
  • Other positions held within Dick's Sporting Goods were in Sales, Education, Training and Customer Service Assistant to corporate director. Responsibilities included implementing an interview selection program for store managers to identify good candidates to fill positions in specialized departments, working with merchants to write product manuals, setting up travel arrangements and customer service department start up.

Skills

  • Operations Management
  • Process, People and Technology Improvements
  • KPI and SLA Standards
  • Payment Processing
  • Accounts Payable and Accounts Receivable
  • Customer Service Excellence
  • Administrative Support
  • Verbal and Written Communication
  • Staff Management
  • Coordinating Service Initiatives
  • Conflict Management
  • MS Office Expertise
  • Compliance Requirements
  • Client Relations and Retention

Timeline

Customer Service Coordinator & Accounting Admin.

Deljo Heating & Cooling
07.2020 - 04.2023

Patient Care Coordinator

Townsend Family Dentist Center
07.2019 - 12.2019

Customer Service Specialist & Admin. Assistant

Dick's Sporting Goods, Inc
01.2019 - 06.2019

Office Manager

Zock Family Chiropractic, LLC.
06.2015 - 08.2018

Realtor

Coldwell Banker Real Estate LLC & Bovard-Anderson
08.2014 - 01.2017

Customer Engagement Manager

Dick's Sporting Goods, Inc
02.2009 - 01.2014

Manager of Customer Service and Warranty Program

Dick's Sporting Goods, Inc
01.2005 - 01.2009

Supervisor of Customer Service and Store Services

Dick's Sporting Goods, Inc
02.1999 - 01.2005

Corporate Finance Coordinator

Dick's Sporting Goods, Inc
06.1993 - 01.1999

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Jean Taggart