Summary
Overview
Work History
Skills
Additional Work Experience
References
Timeline
Generic

JENNIFER KEMPSON

Napa,CA

Summary

Extremely motivated and detail-oriented Account Management professional seeking an opportunity to apply my advanced knowledge to help a business grow and thrive with my experience in sales, leadership, and business development.

Overview

11
11
years of professional experience

Work History

Account Manager

WineDirect Inc.
American Canyon, CA
02.2022 - 04.2024
  • Developed and maintained relationships with key accounts to ensure client satisfaction.
  • Created comprehensive reports on account performance and presented them to senior management.
  • Provided QBR's and ABR's to all clients.
  • Negotiated contracts with clients to maximize profitability.
  • Managed multiple winery accounts (40+)simultaneously while meeting deadlines.
  • Developed strategies to increase revenue from existing accounts.
  • Drafted proposals outlining services, costs, and benefits for prospective customers.
  • Presented product features and advantages to potential customers during sales meetings.
  • Prepared monthly financial statements for each account.
  • Attended trade shows and conferences as a representative of the company.
  • Ensured compliance with industry regulations when dealing with clients.
  • Built and maintained productive relationships with clients and internal partners.
  • Acted as main point of contact in matters relating to client concerns and needs, mostly Fulfillment
  • Facilitated shipments for clients, meeting deadlines to ensure their customers have the best experience possible.
  • Negotiated contracts and closed agreements to maximize profits.
  • Motivated and worked with onboarding team members to successfully integrate new employees into organization.
  • Onboarded new clients with WineDirect Ecommerce and Fulfillmet services
  • Recruited, hired and trained new hires.

Wine Club

Rombauer Vineyards
St. Helena, CA
10.2021 - 02.2022
  • Developed and implemented strategies to improve customer service satisfaction ratings for the wine club.
  • Monitored customer feedback and responded promptly to inquiries regarding membership benefits, services, and offerings.
  • Analyzed sales data from various sources including web traffic, email campaigns, and social media platforms.
  • Oversaw day-to-day operations of the wine club including staff scheduling, inventory management, order processing, shipping and receiving.
  • Provided guidance on product selection and assisted in developing new wines for members' enjoyment.
  • Maintained accurate records of all member transactions including payments, cancellations, refunds.
  • Ensured compliance with applicable regulations concerning alcohol sales within state laws.
  • Utilized digital tools such as CRM (C7) software for tracking member activity and engagement levels.
  • Responded to guests, including email, telephone and in-person inquiries.
  • Resolved guest challenges and complaints by applying resourceful and actionable solutions.

Sales Manager /Content & Social Media Manager

Rutherford Ranch Winery
Rutherford, CA
03.2020 - 09.2021
  • Prior to employment, Rutherford Ranch had no sales team
  • In the pandemic, I was hired to create the ecommerce/DTC sales for the company in both physical location of the company, as well as remotely
  • Managed the Social Media and Marketing Campaigns
  • Proven track record for meeting and exceeding monthly/quarterly sales goals
  • Handled complaints from customers in an efficient manner while working towards satisfactory resolutions.
  • Processed Wine Club shipments and upsold products
  • In being lower staffed, I assisted in the tasting room with greeting, seating and pouring for the entire customer experience
  • I was the stand-alone employee for all of this until my sales proved we needed to hire more people, thus allowing me to build a Team of 5 under me
  • Experience with WineDirect Ecommerce
  • Developed strong relationships with key partners in order to ensure smooth operations between departments.
  • Responded promptly to all customer inquiries via telephone, email or face-to-face contact while maintaining a friendly demeanor.
  • Trained new staff members on proper policies and procedures related to customer service delivery.

Customer Happiness/Social Media/Marketing

NakedWines.com
Napa, CA
09.2016 - 02.2020
  • Starting out at NakedWines.com, I was hired to the Customer Happiness team
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Recognized by management for providing exceptional customer service.
  • Attended wine making classes, wine tasting classes
  • Effectively upsold wine to customers, while tailoring to their palate
  • I managed emails, phone calls, and live chat, with a small team at the time
  • NakedWines.com was still in its early startup years when I was hired and was able to watch the business grow and help come up with new marketing campaigns
  • I was then offered a position to the Social Media and Marketing team
  • Managed and created ecommerce emails
  • Made sure that customers had a seamlessly wonderful experience in purchasing and in service, with any question/issues that came up
  • Provided the social media support across all platforms by engaging with customers by replying to posts/messages on site such as Facebook, Instagram, Trustpilot, and Twitter
  • Created organic posts to boost sales, gain new customers, expand business
  • While in social media/marketing, I was also a Team Lead for email/live chat team.

Spa Assistant Manager

St. Pierre Massage and Spa
Napa, CA
10.2015 - 09.2016
  • I provided excellent customer service in the spa and through telecommunications
  • Provided guests with full knowledge of the spa facilities and services
  • Assisted in tracking marketing to maintain and build the spa to grow to its full potential
  • Maintained cleanliness of all treatment rooms before and after services were completed.
  • Demonstrated knowledge of products by providing product recommendations to meet client's needs.
  • Delivered warm companionship with conversation, emotional reassurance and coordination of mentally stimulating activities.
  • Ensured that all equipment was properly sanitized between uses for client safety purposes.
  • Handled customer inquiries efficiently by providing accurate information about products or services offered by the spa.
  • Ran and maintained the spa's social media accounts and marketing emails
  • Used MS word, MS excel, Spa Booker, and Constant Contact daily.

Spa Concierge/Room Reservations/Guest Relations

Meadowood Napa Valley
St. Helena, CA
03.2013 - 09.2016
  • In the Spa: Greeted guests upon arrival, provided information about spa services and amenities, and answered any questions or concerns.
  • Maximized and upsold products in the two boutiques
  • Complete knowledge of all products used in treatments, along with exquisite, curated fine goods sold in two retail boutiques
  • Assisted in training new Spa Concierges on proper procedures for handling guest inquiries.
  • Ensured compliance with health regulations by monitoring cleanliness of tools, equipment, linens.
  • Providing exceptional customer service while displaying Forbes Standards in the Spa and around Meadowood Property
  • Resolved customer complaints in a professional manner while upholding company standards.
  • As Room reservations: Finding the right room type to book a guest into and begin the experience of their stay at Meadowood
  • As Guest Relations: Curating the entire stay of the guest
  • Greeted guests and members upon arrival to create positive first impressions.
  • Oversaw the daily operations of the front desk, including reservations, guest inquiries, and complaints.
  • Assisted in planning and organizing special events for guests such as weddings, conferences, meetings.
  • Provided guests with information regarding local attractions, restaurants, and transportation services.
  • Resolved any customer issues or complaints promptly and effectively.
  • Monitored guest feedback to determine areas of improvement in terms of customer service delivery.
  • Managed the coordination of VIP amenities such as welcome gifts and complimentary upgrades.
  • Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
  • Fulfilled any special requests
  • I was consistently recognized by management for providing superior customer service, achieving many 'employee of the month' awards and being recognized by Forbes for my personal execution of their high standards.

Skills

  • WINE SALES
  • MARKETING
  • SOCIAL MEDIA
  • TEAM BUILDING
  • COMPUTER PROFICIENT
  • FORBES 5 STAR SERVICE TRAINED
  • MANAGEMENT
  • CUSTOMER HAPPINESS
  • PROVEN SALES DRIVEN TO REACH GOALS & BEYOND
  • PERFORMS EXCELLENT IN HIGH DEMAND/DIFFICULT SITUATION
  • INPECABLE VERBAL AND WRITTEN COMMUNICATION
  • CUSTOMER RETENTION
  • COMPLIANCE(WINE)
  • WINE CLUB
  • TASTING ROOM
  • STARTUP COMPANY EXPERIENCE
  • LEADERSHIP ROLES
  • THRIVES INDEPENDANTLY AND WITHIN A TEAM SETTING
  • TELECOMMUNICATIONS
  • CALL CENTER
  • BUSINESS DEVELOPMENT
  • CLIEN RELATIONSHIP AND RETENTION MANAGEMENT
  • SALES ANNALYSIS
  • ACCOUTN DEVELOPMENT
  • ACCOUNT MANAGEMENT
  • PROJECT MANAGEMENT
  • TEAM TRAINING
  • LEADERSHIP
  • GOAL-ORIENTED
  • BUSINESS NEGOTIATION

Additional Work Experience

Additional Work experience available, upon request. 

References

AVAILABLE UPON REQUEST

Timeline

Account Manager

WineDirect Inc.
02.2022 - 04.2024

Wine Club

Rombauer Vineyards
10.2021 - 02.2022

Sales Manager /Content & Social Media Manager

Rutherford Ranch Winery
03.2020 - 09.2021

Customer Happiness/Social Media/Marketing

NakedWines.com
09.2016 - 02.2020

Spa Assistant Manager

St. Pierre Massage and Spa
10.2015 - 09.2016

Spa Concierge/Room Reservations/Guest Relations

Meadowood Napa Valley
03.2013 - 09.2016

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JENNIFER KEMPSON