Jennifer Voss
Libertyville,IL
Summary
Proactive Associate Manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.
Overview
19
19
years of professional experience
Work History
Associate Manger, Customer Care
USABlueBook
Waukegan, IL
02.2013 - Current
- Oversees training and onboarding process for all newly hired employees within Customer Care.
- Interview and select qualified candidates.
- Mentor and support up to 20 Customer Care direct report employees to create strong workplace culture.
- Monitors team production, efficiency and quality metrics and provides feedback to the Team Manager on performance compared to expectations.
- Provides training and coaching support to reinforce successful team member behaviors and identify opportunities for performance improvement.
- Conducts monthly touch base meetings with each team member regarding their previous month's performance.
- Prepares and delivers performance reviews for assigned team members.
- In conjunction with Quality Assurance2, ensures adherence to departmental policies, procedures, and practices.
- Creates and maintains a positive, respectful work environment for team members.
- Prioritizes and assigns work to team members and initiates corrective measures to resolve problems including attendance and work schedules when needed.
- Identifies and recommends system enhancements to improve productivity.
- Development of Team Leads with Leadership trainings and consistent one on one's.
- On Call for after hours customer emergencies.
Customer Service Representative
USABlueBook
Waukegan, IL
02.2010 - 02.2013
- Entered orders received via phone, fax, and internet for customers
- Consistently achieved above average monthly monitoring scores, while achieving a low error rate
- Ensured that customer concerns were address appropriately and in a timely matter
- Used previous knowledge and skills to train and mentor new associates allowing them to succeed in their new position
- Demonstrated the ability to handle additional responsibilities in addition to daily customer service tasks
- Maintained a positive attitude in a constantly changing environment
- Attended weekly training classes to increase product knowledge
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
Customer Service Representative
USABlueBook
Waukegan, IL
11.2004 - 02.2009
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Informed customers about special promotions and provided detailed information for various products.
- Improved customer satisfaction ratings by addressing issues and fostering timely resolution.
Customer Service Associate
W.W
Grainger, IL
01.2001 - 01.2004
- Entered customer returns and credited their accounts accordingly
- Filed and processed customer purchase orders
- Assisted Merchants with entering purchase orders
- Trained new associates
- Assisted management with various projects
Education
High School Diploma -
Russell County High School
Seale, AL1999
Skills
- Performance Tracking and Evaluations
- Customer Service
- Managing Customer Needs
- Employee Coaching and Motivation
- Team Management Experience
- Multi-Tasking
Timeline
Associate Manger, Customer Care
USABlueBook
02.2013 - Current
Customer Service Representative
USABlueBook
02.2010 - 02.2013
Customer Service Representative
USABlueBook
11.2004 - 02.2009
Customer Service Associate
W.W
01.2001 - 01.2004
High School Diploma -
Russell County High School
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