Jennifer Whitesell

VGW / LuckyLand Slots: An online social gaming company that offers free-to-play games with sweepstakes prizes.

• Delivered high-touch, multi-channel support to over 130 high-value accounts, resolving technical and policy-related issues via Zendesk, live chat, email, and phone.
• Led internal training initiatives and created onboarding resources for new agents, contributing to a smoother ramp-up and increased team confidence.
• Acted as a peer mentor, guiding teammates on effective de-escalation strategies and collaborative communication.
• Partnered with QA and product teams to improve knowledge base articles and help content, reducing ticket volume and increasing self-service success.
• Maintained consistent high performance in QA reviews and CSAT, balancing speed with service quality.

Crossroads B2B Consulting is a marketing and brand development firm serving the life sciences, healthcare, IT, and software industries.

• Managed customer support initiatives and service projects, coordinating cross-functional teams to resolve issues and improve client satisfaction.
• Identified and addressed process gaps, leading to improvements in documentation and response consistency.
• Balanced frontline client communication with internal initiatives to optimize customer experience and service delivery.

Stuller Inc is the largest U.S. B2B jewelry supplier, providing tools, packaging, diamonds, and gemstones. Promoted through multiple roles, including Assistant Product Manager, Account Executive, and Business Development Project Coordinator over my 13 year tenure.

• Supported a high volume of customer inquiries related to orders, accounts, and technical issues across multiple platforms.
• Developed and delivered training for both internal teams and clients on new service features, product updates, and troubleshooting protocols.
• Acted as a liaison between frontline support and internal teams to resolve escalated concerns efficiently.
• Maintained comprehensive support documentation and ensured regulatory compliance in every customer interaction.

• Kept projects on schedule by managing deadlines and adjusting workflows.
• Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
• Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
• Kept corporate and client information confidential, adhering to data safety measures.
• Served as the primary liaison for four Territory Managers, providing direct customer support and ensuring continuity of service in their absence.
• Tracked and analyzed sales performance to support gross profit (GP) growth, assisting in the expansion of the Book of Business through data-driven insights and reporting.
• Coordinated cross-departmental collaboration to support customer opportunities, manage special projects, and maintain timelines for account initiatives and consignments.
• Developed sales presentation materials, scheduled director visits, and supported trade shows, in-store events, and internal training sessions to enhance customer engagement.
• Led training coordination for Territory Managers and curated customer learning events to keep teams informed on new products, services, and process updates.

• Managed a dedicated book of corporate accounts, delivering superior multichannel support across phone, email, web, and fax to ensure customer satisfaction and retention.
• Handled end-to-end customer inquiries, including order tracking, returns, special requests, and general account support, with a focus on timely and professional resolution.
• Oversaw contractual agreements, processed rebate and co-op marketing programs, managed quote requests, and maintained certificate of insurance documentation.
• Created and analyzed business profiles to identify trends, support strategic planning, and tailor service approaches to individual client needs.
• Utilized Oracle E-Business Suite and Microsoft Office tools to streamline customer experience, track activity, and maintain accurate account records.
• Evaluated customers' potential needs to make appropriate recommendations.

• Coordinated project planning and execution with team members and team leads.
• Prioritized roadmap in order to achieve product goals and metrics.
• Collaborated with sales, marketing, and support teams to launch products on time and within budget.
• Reviewed sales, customer concerns, and new opportunities to drive business strategy at weekly planning sessions.
• Managed inventory for both purchased and manufactured bridal products, ensuring stock accuracy and alignment with demand forecasts.
• Coordinated directly with vendors for order fulfillment, product updates, and timeline management to support seamless production and delivery.
• Initiated and maintained product part records in Oracle systems, supporting product lifecycle tracking and internal data accuracy.
• Collaborated with marketing to publish product launches and updates, and contributed weekly sales reporting for executive business reviews.
• Represented the brand at trade shows and internal events, showcasing products and supporting relationship-building with clients and partners.

• Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
• Coached team members on productivity strategies to accomplish challenging goals.
• Met with project stakeholders on regular basis to assess progress and make adjustments.
• Interacted with customers and clients to identify business needs and requirements.
• Managed end-to-end operations of the prototype kit program, including inventory, custom kit development, and back-order tracking across Oracle systems.
• Provided expert customer support for prototype-related inquiries and proactively promoted the program and CounterSketch software to drive sales.
• Tracked sales performance of the prototype program to calculate outbound sales team commissions and provide visibility company-wide.
• Facilitated training for new hires and current sales staff on product updates, kit launches, and selling strategies, improving product knowledge and sales effectiveness.
• Represented the program at trade shows and internal Bridge events, serving as a presenter and subject matter expert to educate and engage customers.

• Opened new accounts and documented personal, demographic, and payment information in system.
• Utilized sales techniques to build customer interest and close sales.
• Generated leads and established relationships with potential customers through outbound telephone calls.
• Observed and learned changing customer requirements and adapted sales strategies as needed.
• Assisting customer calls by answering questions regarding product, pricing, and availability.
• Placing customer orders via phone or email.
  

• Filling gemstone orders to customer specifications.
• Matching gemstones for customers and special orders.
• Monitored and tracked daily/weekly inventory to achieve prompt order fulfillment.