Summary
Overview
Work History
Education
Skills
Accomplishments
Authorized To Work
Timeline
Generic

Jenifer Foss

West Jordan,UT

Summary

Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.

Overview

15
15
years of professional experience

Work History

Call Center Supervisor

Stampin’ UP
04.2018 - Current
  • Coach and lead 9-15 team members
  • Leads and coaches call center agents in monthly 1:1’s
  • Organize and schedule interdepartmental meetings for team member's development opportunities.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Trained team members on performance metrics and consumer behavior identification.
  • Developed process controls and metrics for daily management of the call center.
  • Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
  • Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Maximized employee retention, fostering supportive work environment and offering growth opportunities.
  • Executed Monthly Performance Plans with representatives to identify production gaps.
  • Communicated customer feedback and complaints to team members to promote proper resolution.

Demonstrator Support Agent

Stampin’ UP
04.2018 - Current
  • Provide quality customer service calls for inbound calls per department standards
  • Maintain quality and efficient calls for Stampin' Up! Demonstrators and customers
  • Record Demonstrator and Customer issues, concerns, order entry and corrections throughout Score program
  • Attend training's, scheduled team meetings, company, and department meetings
  • Acquire knowledge of company policies, procedures, and programs
  • Proactively seek resources to problem solve by executing the resources that the company provides through the company intranet, WIKI, SCORE program
  • Demonstrator, Customer and Paper Pumpkin Websites
  • Analyze decisions and corrections with the company tools, information and policies provided
  • Complete Individual and team assigned projects in an efficient manner
  • Create a personable and friendly environment for Demonstrators, Customers, and Coworkers.

Compliance Assistant

Stampin’ UP
06.2019 - Current
  • Provide ongoing training for company employees regarding demonstrator policies and procedures
  • Create educational materials including newsletters, current updates, webinars, and presentations
  • Communicate directly with demonstrators to clarify, educate, and enforce company policies, utilizing customer service and call center escalation management skills
  • Facilitate Compliance hearings
  • Work with legal team to enforce copyright and trademark protections
  • Maintain knowledge of DSA regulations and ensure demonstrator policies are within said regulations
  • Assess policies and work with the company’s business owners to update and change policies when necessary.

Warehouse Worker

Floral Design
06.2016 - 08.2017
  • Maintain floral warehouse and floral cooler storage
  • Process customer payments in cash, credit cards and checks, checking for validity
  • Load and unload shipments from incoming deliveries
  • Receive incoming calls from florists
  • Place orders for will call delivery
  • Communicate with Upper Management
  • Ensure quality products are delivered
  • Maintain efficient front desk by placing orders from florists through will call and cash and carry procedures.

Floral Clerk

Kroger
03.2014 - 06.2016
  • Provide fresh and friendly experience for customers, assisting them with their requests in efficient manner
  • Cash register transactions
  • Assist in merchandising floral display case and BOH cooler
  • Display merchandise according to company standards and weekly ad plan
  • Arrange fresh-cut floral arrangements for display cases, customer orders, special orders
  • Process daily and weekly load orders.

Team Leader/ Merchandiser

Tuesday Morning
08.2015 - 04.2016
  • Provide exceptional Customer Service
  • Greet customers, offer them assistance where possible
  • Process customer payments in cash, credit cards and checks, checking for validity
  • Money handling procedures: returns, exchanges, open; mid shift and closing register balance counts
  • Money safe counts and nightly cash deposits
  • Unloading of freight from weekly truck delivery
  • Merchandising display units
  • Loss Prevention and Inventory Control

Telecommunications Operator

Freeport Police Department
04.2015 - 07.2015
  • Customer service
  • Receive and respond to emergency and non-emergency calls including 911, dispatchers law enforcement agencies via telephone, radio, and computer-aided dispatch systems
  • Prioritize, process, and evaluate information received to dispatch and required units and agencies
  • Utilize technology such as computers, radio systems, telephones, fax machines, and copy machines
  • Enter, create, and maintain files for persons or property in appropriate automated/manual logs
  • Access and enter sensitive confidential data in local/state/national databases as necessary for departmental purposes.

Assistant Manager

Starbucks
06.2009 - 05.2014
  • Drive sales leveraging business acumen, efficiency, and problem-solving skills
  • Create weekly and monthly schedules for employees
  • Develop team building skills to realize their personal best, both as individuals and as thriving team members
  • Assist staff in creating and assembling visual sales displays
  • Adhered to all store retail procedures and policies
  • Attend workshops, seminars, and other training events to improve management qualities
  • Up sell coffee products to every customer
  • Maintain Inventory Control
  • Assist in purchasing supplies, per Last Year sales
  • Attend Coffee Master Classes; Earned Certified Coffee Master to help educate partners and customers with quality information
  • Received Partner of the month awards

Education

Some College (No Degree) - Communications

Salt Lake Community College
Salt Lake City, UT

Skills

  • Team Leader
  • Organizational Skills
  • Training and presentations
  • Call Monitoring
  • Quality Assurance
  • Coaching and Mentoring
  • Staff Motivation
  • Document Management
  • Customer service
  • Written and Verbal Communications
  • Violation determination
  • Regulatory knowledge

Accomplishments

  • Wellness Committee Member
  • Received recognition for inclusivity award and living company’s core values- March 2022.
  • Employee Engagement Committee Lead- present
  • Received Company Vision and Values Award (interdepartmental)- March 2022 for Owning It.
  • Received Company Vision and Values Award (interdepartmental) October 2023- Caring About People First
  • Created and implemented internal knowledge base for department.
  • Received Company Vision and Values award for Leadership-February 2024

Authorized To Work

True

Timeline

Compliance Assistant

Stampin’ UP
06.2019 - Current

Demonstrator Support Agent

Stampin’ UP
04.2018 - Current

Call Center Supervisor

Stampin’ UP
04.2018 - Current

Warehouse Worker

Floral Design
06.2016 - 08.2017

Team Leader/ Merchandiser

Tuesday Morning
08.2015 - 04.2016

Telecommunications Operator

Freeport Police Department
04.2015 - 07.2015

Floral Clerk

Kroger
03.2014 - 06.2016

Assistant Manager

Starbucks
06.2009 - 05.2014

Some College (No Degree) - Communications

Salt Lake Community College

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Jenifer Foss