Jennifer Jett
Louisville,KY
Summary
To utilize customer service skills and keyboarding experience to further career opportunities and growth within a company. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
16
16
years of professional experience
Work History
Social Media Coordinator
Carter's / OshKosh B'Gosh
09.2022 - Current
- Created social media content with consistent content and tone.
- Increased customer engagement through social media.
- Wrote social media content to increase engagement with customers.
- Managed social media accounts for clients, generating interest for existing and upcoming product or service releases.
- Interacted with fans and clients in effort to take advantage of positive posts and feedback to boost brand identification.
- Maintained current social media trends through attending professional conferences and webinars.
- Tracked and analyzed social media and online marketing initiatives.
- Boosted brand visibility by developing and implementing engaging social media campaigns.
- Strengthened brand identity with consistent messaging, tone, and visual elements across all posts.
- Improved customer satisfaction by promptly addressing inquiries and concerns via social media channels.
Consumer Affairs Specialist
Carter's / OshKosh B'Gosh
06.2021 - 09.2022
- Enhanced customer satisfaction by promptly addressing and resolving consumer inquiries and complaints.
- Collaborated with cross-functional teams to improve product quality and consumer experience.
- Streamlined complaint resolution process for increased efficiency and reduced response time.
- Developed comprehensive reports on consumer trends, contributing to the improvement of products and services.
- Provided expert guidance to consumers on company policies, procedures, and product usage.
- Conducted thorough investigations into complex consumer issues, resulting in effective resolutions and positive outcomes.
- Trained new Consumer Affairs Specialists, ensuring consistent level of service across the team
Customer Relations Advocate
Charter Communications / Spectrum
03.2008 - 06.2021
- Answering inbound calls to provide technical support to cable, internet and telephone subscribers
- Setting up work orders for new services as well as disconnects per request
- Provided customer service and customer education to subscribers
- Special project coaching new hires
- Tier II support for wireless home networking & security suite customers
- (VAS)
- Day of service escalation specialist and team captain
- Answer Corporate Escalation calls and make corporate outbound calls to assist customers
- Promoted to Customer Relations Advocate 03/2016.
Day Of Service
Charter Communications / Spectrum
03.2008 - 06.2021
- Helped customers with issues and sales on the day their service was installed or serviced
- Assisted technicians with modifying work orders while at a customer's home
- Assisted technicians with closing out work orders and activating equipment
- Contacted dispatch to get updates on technicians or provide information pertaining to install or service call
- Contacted dispatch to request technicians go back to same day appointments due to service issues.
Chat Support
Charter Communications / Spectrum
03.2008 - 06.2021
- Answer inbound chats from customers
- Provide billing information, take payments, give detailed explanations of charges
- Provide technician support for video, voice and internet services
- Order Entry
- Schedule trouble calls, installs, upgrades and special request orders.
Education
Associates of Arts in Business -
University of Phoenix-Axia College
Louisville, KY08.2009
High School Diploma -
Valley High School
Louisville, KY01.1999
Skills
- Customer Engagement
- Social Media Expert
- Data Analytics
- Internet Marketing
- Social Content Planning
- Brand Promotion
- Social Media Management
- Social Networking Design
- Brand Messaging
- Content Development
- Social Media Marketing
- Email Marketing
- Social Media Best Practices
References
References are available upon request.
Timeline
Social Media Coordinator
Carter's / OshKosh B'Gosh
09.2022 - Current
Consumer Affairs Specialist
Carter's / OshKosh B'Gosh
06.2021 - 09.2022
Day Of Service
Charter Communications / Spectrum
03.2008 - 06.2021
Chat Support
Charter Communications / Spectrum
03.2008 - 06.2021
Customer Relations Advocate
Charter Communications / Spectrum
03.2008 - 06.2021
Associates of Arts in Business -
University of Phoenix-Axia College
High School Diploma -
Valley High School
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