Jennifer Morris
Lancaster,CA
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
18
18
years of professional experience
Work History
Post Production Engineering Support
Disney Studios / ATOS
Burbank, CA
10.2022 - 07.2024
- Planned and coordinated logistics of AV Engineers, other trades and outside vendors for board meetings, webinars, town halls, red carpet and studio wide events.
- Fostered a positive work environment by promoting open communication, teamwork, and professional growth opportunities for staff.
- Serviced requests via ticketing system, emails or in collaboration with projection department and Event Services Team
- Reduced scheduling conflicts and ensured timely execution of tasks through proactive rescheduling and resource allocation adjustments.
- Established and maintained strong working relationships with top executives and both internal and external stakeholders, facilitating open communication channels for improved collaboration.
- Create WO's, listing all equipment, detailed notes of events and collecting payment information for accounts receivable.
Customer Service Representative
United States Pumice Co.
Chatsworth, CA
01.2022 - 06.2022
- Receive purchase orders via email, fax and EDI
- Reviewed PO's for errors in quantities and pricing
- Enter the orders into MAPICS in a timely manner and determine the most cost effective way to ship orders to customers
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Assure compliance by using online portals to enter customer order information such as True Commerce and Staples Exchange
- Created packing slips and BOL's for LTL shipments
- Invoicing all shipped orders each day
- This is a temp position through Jobot Consulting LLC.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
Micro Quality Calibration
Chatsworth, CA
07.2021 - 01.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information. Via phone, email or ticketing system.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Work with customer or vendor to add / edit / modify instrumentation to be scheduled for onsite service
- Provide support while technicians are onsite performing service
- Responsible for ensuring calibration packets are complete, priced and prepared for billing
- Track/monitor onsite paperwork to ensure on-time production is met and the system is properly updated
- Accountable for schedule compliance, assessment of schedule risk, and identifying opportunities to enhance scheduling experience for the customer
- Maintain and manage internal scheduling calendar to ensure the whole team is operating to the same priorities and rhythm
- Liaison between the laboratories, office and customers.
Supply Planner/Purchaser
Survitec Group
Deer Park, TX
11.2018 - 11.2020
- Optimized inventory levels by implementing efficient supply planning strategies.
- Collaborated with cross-functional teams to develop demand forecasts, ensuring adequate stock levels to meet customer needs.
- Improved order accuracy with meticulous tracking and monitoring of purchase orders, delivery schedules, and invoices.
- Responsible for maintaining and purchasing stock for all of the Americas in 2 different divisions of Survitec Group
- Evaluated alternative suppliers regularly to identify potential cost savings opportunities while maintaining high-quality standards in products received.
- Oversaw demand planning, purchasing, and logistics.
- Teamed with sales and marketing teams to confirm that product availability meets customer demand.
- Coordinated supply orders to meet consumer demand and minimize costs of storing and transporting goods.
- Provide customer service material delivery dates to allow them to assign shipping dates to customer orders
- Report and take immediate action on all material shortages
- Responsible for coordinating deliveries, including validating product readiness
- Maintain strong, accurate knowledge of inventory products, procedures & policies
CSR/CSS/Logistics Coordinator
Rothe Development, Inc.
Webster, TX
07.2015 - 11.2018
- CSR/Calibration Support Specialist/Purchasing: Assist customers with status inquiries and requests
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Working with outsource vendors, creating PO's using QuickBooks for outsourcing of tools
- Maintained strong, accurate knowledge of account products, procedures & policies
- logged tools for calibration/metrology, quoting prices, requesting PO's and invoicing
- I assisted in winning a bid for a government contract for NASA by sourcing and negotiating the lowest cost of project material
- Quality Assurance: Asses tools upon completion of calibration and verify full procedures and customer requirements are completed before returning tools back to customers
- Logistics Coordinator: Organized delivery and pick up routes for drivers or for customers will call, verify PO's, apply shipping costs to customer accounts, create packing slips, receiving & shipping using UPS Worldship, FedEx or hot shot.
Karaoke/Disc Jockey
Cliffs Karaoke Brigade
09.2009 - 11.2011
- KJ/DJ: Responsibilities include promotion of the business to acquire new venues to play, private parties to host
- Maintaining equipment, equipment setup for shows, signing in singers, recruit new singers, train new singers how to use our digital sign in stations, music/song searches, sound EQ, etc
- Most importantly, keep the party going
Team Lead/Coach/Trainer
Dish Network/EchoStar
Alvin, TX
01.2006 - 09.2009
- Coach: responsibilities include daily/weekly reports of agent & team quality stats, trending, monitoring calls side by side with agents and using Qfiniti, feedback and development of the agent to help them gain knowledge & confidence to achieve top performing evaluation scores, and to keep team morale high
- Administrative duties included payroll, and consultations
- Quality Development: QDS responsibilities include daily/weekly reports of agent and coach quality stats, trending, monitoring call side by side with agents and using Qfiniti, feedback and development of the agent to help them gain knowledge & confidence to achieve top performing evaluation scores
- Trainer: Using Best Practices, supervised, Instruct & develop new agents in all basic aspects of Dish Network regarding programming, tech & billing
- Administrative duties included payroll, consultations and report card trending
- Dr.Dish: Assist customers with technical questions regarding installation, troubleshooting and hardware operation as a advanced tech and ensure that all possible measures are taken to achieve the best possible resolution while giving excellent customer service.
Education
Associate of Applied Science - Medical Assisting
Valley College of Medical & Dental
North Hollywood, CA06.1992
High School Diploma -
Monterey High School
Burbank, CA06.1990
Skills
- Customer Service
- Call center experience
- Microsoft Excel
- Scheduling
- Microsoft Outlook
- Microsoft Office Suite
- Technical Support
- Coordination
- Research
- Shipping and Logistics
- Teamwork and Collaboration
- Organizational Skills
- Adaptability and Flexibility
- Coaching and Development
Timeline
Post Production Engineering Support
Disney Studios / ATOS
10.2022 - 07.2024
Customer Service Representative
United States Pumice Co.
01.2022 - 06.2022
Customer Service Representative
Micro Quality Calibration
07.2021 - 01.2022
Supply Planner/Purchaser
Survitec Group
11.2018 - 11.2020
CSR/CSS/Logistics Coordinator
Rothe Development, Inc.
07.2015 - 11.2018
Karaoke/Disc Jockey
Cliffs Karaoke Brigade
09.2009 - 11.2011
Team Lead/Coach/Trainer
Dish Network/EchoStar
01.2006 - 09.2009
Associate of Applied Science - Medical Assisting
Valley College of Medical & Dental
High School Diploma -
Monterey High School