Jennifer Snow
Dundee
Summary
Seasoned Senior Customer Service Supervisor with substantial experience managing high-performance teams. Demonstrated skill in implementing customer service strategies that enhance client satisfaction and retention. Strong leadership qualities with ability to motivate team members towards achieving organizational objectives. Previous roles have witnessed significant improvements in customer engagement and a reduction in service-related issues.
Overview
2026
2026
years of professional experience
Work History
Senior Customer Service Supervisor
Leviton
Tualatin
04.2015 - Current
- Supervised customer service team to ensure quality support and satisfaction.
- Implemented training programs to enhance staff skills and knowledge.
- Developed process improvements to streamline service operations and efficiency.
- Coordinated communication between departments to resolve customer issues promptly.
- Analyzed customer feedback to identify trends and areas for improvement.
- Managed escalated customer complaints with effective conflict resolution strategies.
- Facilitated regular team meetings to discuss performance and share best practices.
- Maintained accurate records of customer interactions using CRM software effectively.
- Trained new customer service representatives on company policies and procedures.
- Created reports analyzing customer feedback data, identified areas of improvement, and developed strategies for resolution.
- Identified potential problems that could impact the delivery of services or products, and recommended solutions to management team members.
- Evaluated individual employee performance through one-on-one coaching sessions.
- Responded promptly to emails from customers regarding their inquiries or concerns.
- Conducted regular staff meetings to review performance goals and objectives.
- Developed training materials for new hires related to customer service best practices.
- Provided feedback on existing processes and proposed improvements based on current market trends.
- Maintained an updated knowledge base of frequently asked questions used by the customer service team.
- Monitored call center performance metrics to ensure quality standards were met.
- Performed troubleshooting of technical issues encountered by customers during their interactions with the company's website or mobile application.
- Coordinated with internal teams on product development projects aimed at enhancing the user experience.
- Reviewed the accuracy of information provided by agents during calls with customers.
- Provided guidance and support to customer service representatives in resolving complex customer inquiries.
- Assisted in developing methods for measuring customer satisfaction levels.
- Handled escalated matters concerning difficult customers while maintaining a professional demeanor.
- Researched escalated customer complaints and worked with other departments to resolve issues quickly and efficiently.
- Developed and implemented processes to streamline customer service operations.
- Ensured compliance with applicable laws, regulations, industry standards, and organizational policies when handling customer inquiries.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Consulted with customers regarding needs and addressed concerns.
- Answered questions from customers by phone and email, offering company details, and policy information as requested.
- Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.
- Explained benefits and advantages of different product and service offerings to customers.
- Improved operational efficiencies while managing work requests, store inventory, equipment transactions and changes.
- Delegated work to staff, setting priorities and goals.
- Resolved customer complaints or answered customers' questions.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Guided employees in handling difficult or complex problems.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Issued work schedules, duty assignments and deadlines for office or administrative staff.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Developed work schedules according to budgets and workloads, covering priority tasks.
- Interpreted and explained work procedures and policies to brief staff.
- Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.
- Recruited, interviewed and selected employees to fill vacant roles.
- Implemented departmental policies and standards in conjunction with management to streamline internal processes.
- Researched and prepared reports required by management or governmental agencies.
International Export Agent
Leviton
Tualatin
04.2008 - 08.2012
- Coordinated international shipments and logistics for electrical products.
- Managed export documentation and compliance with international regulations.
- Negotiated terms with freight forwarders to optimize shipping costs.
- Collaborated with sales teams to meet customer export requirements.
- Trained staff on export procedures and best practices for efficiency.
- Resolved issues related to international shipping and delivery timelines.
- Reviewed contracts and purchase orders prior to acceptance by vendors or customers.
- Maintained accurate records of all imports and exports including product descriptions, costs, quantities, shipping details.
- Coordinated logistics for shipments to overseas markets.
- Prepared export documents such as invoices, packing lists, and certificates of origin.
- Coordinated inspections of cargo prior to export according to applicable standards.
- Developed and maintained relationships with international customers.
- Assisted with audits from government agencies related to import and export activities.
- Ensured compliance with laws and regulations governing international trade transactions.
- Tracked progress of deliveries using tracking systems such as FedEx or UPS.
- Provided technical assistance to clients regarding import and export procedures and documentation requirements.
- Collaborated with internal departments to resolve customer disputes or discrepancies.
- Verified proper classification of products using the Harmonized Tariff Schedule.
- Supervised international air and ocean shipments for wide range of customers, quickly identifying issues for immediate resolution.
- Produced, organized and submitted export paperwork to meet all applicable resolutions.
- Tracked and traced air shipments in order to maintain current status information.
Purchasing Agent
Leviton
Tualatin
- Managed vendor relationships to ensure timely delivery of products.
- Reviewed purchase orders for accuracy and completeness before processing.
- Conducted market research to identify new suppliers and cost-saving opportunities.
- Utilized inventory management systems to track stock levels and reorder supplies.
- Collaborated with internal teams to forecast material needs based on project timelines.
- Negotiated pricing and terms with suppliers to optimize purchasing agreements.
- Assisted in resolving discrepancies between invoices and received goods promptly.
- Maintained accurate records of purchases and supplier communications for audits.
- Prepared purchase orders and sent to distributors and suppliers.
- Assisted in resolving discrepancies between invoices and delivery receipts and products received from vendors.
- Worked closely with accounting department to resolve any billing issues with vendors.
- Verified warehouse received accurate and timely inventory by regularly consulting database.
- Performed regular price comparisons between different suppliers for similar items.
- Contacted vendors to determine order status and communicate discrepancies with shipments.
- Negotiated pricing with vendors to obtain the best prices for goods or services.
- Maintained vendor relationships by providing detailed information regarding product specifications or requirements.
- Analyzed purchase requisitions, determined appropriate vendors, negotiated contracts, and tracked orders.
- Reviewed invoices for accuracy prior to processing payments.
- Investigated damaged or defective items shipped from suppliers before approving payment.
- Monitored inventory levels of critical items to minimize stock outs while keeping costs low.
- Collaborated with other departments to ensure materials were purchased in a timely manner.
- Evaluated supplier performance to ensure that products met quality standards at the lowest cost possible.
- Analyzed vendor performance, reviewed compliance, and communicated corrective action requirements to vendors.
- Worked with operation managers to develop consistent service levels across locations.
- Updated and maintained purchasing records and reports.
- Utilized procurement software to streamline purchasing processes and improve accuracy.
- Conducted cost analyses to identify opportunities for savings.
- Developed and maintained relationships with suppliers to ensure reliable supply chains.
- Managed the procurement process from requisition to delivery.
Customer Service Representative
Leviton
Tualatin
- Assisted customers with inquiries and product information to enhance satisfaction.
- Managed customer complaints through effective communication and problem-solving techniques.
- Processed orders and returns using company-specific systems and software efficiently.
- Trained new representatives on company policies and customer service best practices effectively.
- Provided feedback to management on recurring issues to help improve service quality.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed positive relationships with customers through friendly interactions.
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved customer complaints promptly and efficiently.
- Conducted regular follow-up calls with customers after resolving their issues.
- Implemented innovative methods for streamlining the customer service process.
- Supported sales team members to drive growth and development.
- Took special orders in person and over telephone, generating additional revenue every month.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Marketing Coordinator
Leviton
Tualatin
- Developed marketing materials for campaigns and promotional events.
- Coordinated social media content across multiple platforms and channels.
- Assisted in organizing market research to identify trends and opportunities.
- Supported event planning by managing logistics and vendor communications.
- Maintained marketing databases to ensure accurate customer information.
- Provided support in the planning, coordination, and execution of promotional campaigns.
- Organized events such as conferences, trade shows, seminars, and webinars.
- Maintained a library of marketing collateral including images and videos.
- Performed administrative tasks such as maintaining records of expenses incurred during campaigns.
- Created and distributed marketing materials, including brochures, flyers, and newsletters.
Receptionist
Leviton
Tualatin
- Greeted and assisted visitors, creating a welcoming environment.
- Managed multi-line phone system, directing calls to appropriate departments.
- Scheduled appointments and maintained calendars for staff members.
- Organized and maintained filing systems for easy access to documents.
- Processed incoming and outgoing mail efficiently and accurately.
- Handled customer inquiries, providing information and resolving issues promptly.
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Provided excellent customer service at all times while interacting with both internal and external customers.
- Maintained a neat reception area by organizing materials and tidying up furniture.
- Performed data entry tasks into various computer systems accurately and promptly.
- Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
- Assisted with special projects assigned by management when required.
- Sorted invoices for accounting department by date stamping and filing by vendor code.
Education
Some College (No Degree) -
Portland Community College
Portland, ORSkills
- Customer service
- Process improvement
- Conflict resolution
- Export compliance
- Vendor negotiation
- Team leadership
- Data analysis
- Supply chain management
- Relationship building
- Effective communication
- Problem solving
- Time management
- Training development
- Escalation management
- Professionalism and etiquette
- Workload management
- Customer satisfaction
- Reporting and documentation
- CRM software proficiency
- Complaint handling
- Client relationship building
- Sales support
- Call center experience
- Staff motivation
- Policy enforcement
- Customer relationship management
- Marketing
- Email management
- Account management
- Customer retention
- Customer outreach
- Shipment tracking
- Shipping coordination
- Inventory assistance
- Issue escalation
- Satisfaction monitoring
- Presentation skills
- Team collaboration
- Employee performance management
- Customer needs assessment
- Returns processing
- Team training and development
- Documentation and notes
- Continuous improvement
- Documentation and control
- Team management
- Professionalism
- Write reports
- Organizational skills
Timeline
Senior Customer Service Supervisor
Leviton
04.2015 - Current
International Export Agent
Leviton
04.2008 - 08.2012
Purchasing Agent
Leviton
Customer Service Representative
Leviton
Marketing Coordinator
Leviton
Receptionist
Leviton
Some College (No Degree) -
Portland Community College