Yoga, Running, Travel, Book & TV nerd, Health and Wellness
Jenni Williams
Boise,ID
Summary
Dedicated, driven, and loyal. I'm the unicorn employee you've been looking for. I excel at project management: customer satisfaction, job completion, follow-up and procedure improvement. I am passionate about learning, and improving. Seeking new opportunities to grow professionally and contribute to my employer's success.
Overview
22
22
years of professional experience
Work History
Project Coordinator and Marketing Assistant
Miridia Technology
09.2015 - Current
- Oversee broad range of customer service and administrative duties including shipping, returns, purchasing, and tech support.
- Demonstrate sound judgment in providing credits and making exceptions to customer policies to ensure high levels of customer satisfaction.
- Guide and employ new staff on customer service level protocols.
- Synchronized project timelines and resources to secure on-time achievement of project milestones.
- Promoted communication among cross-functional teams to strengthen collaboration and project outcomes.
- Played an active role in brainstorming sessions held for the purpose of generating innovative ideas/solutions which could potentially be incorporated into existing/new projects being undertaken by the company.
- Assisted with onboarding newly hired staff members and coached on task prioritization.
- Assist customers with technical and order issues via email, live chat and telephone.
- Maintain a calm, professional demeanor when faced with high demand, high volume workloads while succeeding in meeting daily deadlines.
- Managed email marketing efforts, optimizing content for improved open and click-through rates.
- Collaborated with cross-functional teams to align marketing strategies with business objectives.
- Developed content calendars, ensuring timely delivery of promotional materials across platforms.
- Contributed to product launches, coordinating logistics and promotional activities for successful market entry.
- Wrote engaging and successful marketing, advertising, and website copy.
Customer Service Team Leader
OFFICEWORLD.COM
02.2008 - 09.2015
- Led a team of 5 CSR's: guiding order and procedure questions, customer resolutions.
- Responsible for nationwide processing of on-line orders and meeting time sensitive deadlines.
- Coordinated return shipping and customer credit as back-up Returns Specialist.
- Determined on-line fraud to alert consumers as company's loss prevention specialist.
- Negotiated better pricing with our supplier daily. Follow-up on price changes and price over-rides.
- Sent over 75 emails daily to customers re: delivery time, product issues, freight advisory information, and tracking.
- Facilitated reasonable procedure exceptions to accommodate unorthodox customer requests.
Customer Service Representative II
Intermountain Gas Company
12.2004 - 12.2007
- Dispatched Service orders to field technicians for Emergency Answering Service.
- Managed nightly on call sheet to send to Managers, Dispatchers, and Relayers.
- Guided customers through billing, website, and equipment issues by phone and email.
- Assigned to assist new employees when supervisors were unavailable.
- Handled multiple phone line system and averaged 8-10 calls per hour.
- Worked shoulder shifts, including weekends and nights for EAS to respond to gas leaks, gas line breaks, and CO2 leaks.
Education
Boise State University
Boise, ID01-2003
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Gonzaga University
Spokane, WA01-2002
High School Diploma - undefined
Idaho City High School
Idaho City, ID01-2001
Skills
- Self-directed
- Strong problem solver
- Strong work ethic
- Meticulous attention to detail
- Troubleshooting proficiency
- Superb communication and writing skills
- Flexible and adaptable
- Asana
- Canva
- Google docs and sheets
- WordPress knowledge
Interests
Timeline
Project Coordinator and Marketing Assistant
Miridia Technology
09.2015 - Current
Customer Service Team Leader
OFFICEWORLD.COM
02.2008 - 09.2015
Customer Service Representative II
Intermountain Gas Company
12.2004 - 12.2007
High School Diploma - undefined
Idaho City High School
undefined
Gonzaga University
Boise State University