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Open to workDesired start date: 2 weeks notice
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Jennifer Secoy
Work Preference
Summary
High-performing Customer Service Professional with 20+ years of experience delivering exceptional support in high-volume environments. Proven expertise in issue resolution, de-escalation, account verification, and maintaining outstanding accuracy. Recognized for driving national top-ranking performance through quality focus and process improvement. Seeking a remote Customer Service, Support, or Success role.
Overview
23
23
years of professional experience
Work History
Overnight Logistics Team Member
IKEA
Orlando, Florida
06.2021 - Current
- Led store to #1 in the country for Damage Prevention KPI and #2 in the country for lowest Damage Claims through rigorous quality checks, audits, and process improvements.
- Maintained 99%+ accuracy in daily inventory audits, product verification, and system updates while resolving discrepancies.
- Trained and mentored new team members on procedures and documentation standards, elevating team performance and compliance.
Interim Customer Service Leader
IKEA
Orlando, FL
10.2020 - 06.2021
- Handled escalated customer inquiries and complex issues while maintaining high service standards.
- Mentored and coached team members, delivering feedback and driving improved performance.
- Verified customer information and documentation with exceptional accuracy.
Customer Service Co-Worker
IKEA
Orlando, FL
06.2019 - 10.2020
- Delivered 97%+ customer satisfaction while managing high-volume inquiries, returns, exchanges, and escalations.
- Excelled in de-escalation, successfully resolving 85%+ of escalated situations without further escalation.
- Verified customer data and processed documentation with 99% accuracy.
Office Manager /Administrative Bookkeeper
Big River Bowling LLC
Davenport, Iowa
01.2015 - 02.2019
- Managed customer records, invoicing, and financial data with high precision using QuickBooks and Excel.
- Verified and updated customer information daily to ensure operational accuracy.
Customer Service Call Center Representative
AT&T
Davenport, Iowa
04.2007 - 12.2010
- Ranked in the top 10% for quality and customer satisfaction while managing 60–80 inbound calls daily.
- Consistently achieved 95%+ CSAT and maintained 98%+ accuracy on account verifications and billing resolutions.
- Demonstrated strong de-escalation skills with frustrated customers.
Education
Some College (No Degree) - Business Administration – Associate of Applied Sci
Purdue University Global
Davenport, IANorth High School
Davenport, IASkills
- Customer Service Excellence & Issue Resolution
- High-Volume Inquiry & Call Handling
- De-escalation & Customer Retention
- Data Verification & Record Accuracy
- Quality Control & Process Improvement
- Team Training & Mentoring
- Administrative Systems (QuickBooks, Excel, Inventory Platforms)
Timeline
Overnight Logistics Team Member
IKEA
06.2021 - Current
Interim Customer Service Leader
IKEA
10.2020 - 06.2021
Customer Service Co-Worker
IKEA
06.2019 - 10.2020
Office Manager /Administrative Bookkeeper
Big River Bowling LLC
01.2015 - 02.2019
Customer Service Call Center Representative
AT&T
04.2007 - 12.2010
Some College (No Degree) - Business Administration – Associate of Applied Sci
Purdue University Global
North High School