Jennifer Wilkening
Katy
Summary
Program management professional with proven track record in leading cross-functional teams and driving project success. Skilled in strategic planning, risk management, and resource allocation. Known for adaptability, problem-solving, and fostering collaboration to achieve results. Proficient in optimizing processes and aligning initiatives with organizational objectives.
Overview
9
9
years of professional experience
Work History
Program manager II, Customer experience
ABCS
10.2023 - Current
- Lead and manage global programs in an ambiguous environment that focus on improving customer service and experience, including expanding initiatives across new marketplaces with limited resources
- Strengths Acquired in Role: Program Management, Process documentation, Global Expansion, Rapid Upskilling
- Achievements: Created and managed Standard Operating Procedures across multiple programs simultaneously where technical solutions were not immediately available ensuring consistency and efficiency
- Led a program that significantly improved Customer Service Associates metrics globally, optimizing performance and customer interactions through data driven initiatives
- Developed a post-launch monitoring system to track customer feedback and sentiment on newly introduced products, allowing for rapid identification and resolution of issues
Program Manager, Anecdotes
ABCS
01.2022 - 10.2023
- Manage a Global program and a team of leaders while expanding services offered to the business
- Strengths Acquired in Role: Program Management, People Management, Program Expansion, Business Document Writing
- Achievements: Writes and contributes to weekly, monthly, and quarterly business and program reviews
- Trained and developed global team of leaders
- Expanded Program from four marketplaces/countries (CA, US, IN, UK) to ten which include EU (FRITES), JP and MX to ensure success in new regions
- Developed a mechanism and expanded services offered to the business while maintaining the same headcount
Anecdotes Program Specialist
ABCS
11.2021 - 01.2022
- Through storytelling principals, identified, documented, and escalated customer issues to senior leadership
- Strengths Acquired in Role: Storytelling Techniques, Dashboard Creation, Sourcing Customer VoC
- Achievements: Identified and escalated a cross vertical issue to senior leadership where customers were blocked from receiving support
- Influenced stakeholders to improve the experience, causing an 81% increase in customer satisfaction
- Surfaced, escalated, and worked with Sr
- Leadership to resolve an issue where customers with certain settings were unable to update their payment methods, even though they were presented with a button to retry their payment method
- This improvement led to an 88% decrease in failed payment re-try attempts
- Maintained and grew an ambiguous program with limited guidance from leadership
Escalation Specialist II
AB Escalations
06.2020 - 10.2021
- Resolve Enterprise, Small Business, Reseller, Better Business Bureau, Vice President, and Legal/Confidential Escalations
- Strengths Acquired in Role: Stakeholder Management, Project Management, Prioritization, Document Writing
- Achievements: Created and designed an AB Reseller, specific support model, handling egregious escalations from Amazon's top reselling customers
- Provided expedited resolution for a customer segment with a YTD spend of $137M
- Created a weekly report, highlighting opportunities and outlining issues to Senior Sales Managers, and other L7 leaders in the business
- Executed humanitarian aid by organizing and facilitating delivery of 631 items that were blocked from delivery due to USPS closures from a Hurricane
- Managed multiple stakeholders while organizing 11 diving catches to have items delivered to a central facility for final delivery to the customer
- Identified a critical security failure, putting private customer information at risk
- Aligned Sr
- Quality Analyst and Sr
- Software Development Managers, to identify the root cause, mitigate the immediate issue and create permanent resolution
- Executed humanitarian aid by facilitating delivery of 250 tents for families displaced by the California wildfires
- Worked with fulfillment planning and fulfillment centers to ensure quick delivery at a time of crisis
- Facilitated successful delivery of highly escalated, COVID PPE, order totaling $5M
- Identified key gap in FC process, eliminating further defects
- Drove process improvement initiative to enable ‘secure credit cards’ as valid payment method on AB accounts, enabling an average of 350 transactions per day, using this method
- Identified a communication gap between External System Integrations and 547 businesses due to a weblab that canceled 12,036 purchase orders
- Provided 'white glove' customer support, for impacted customers to return any duplicated items
Team Manager (A)
Retail VCS
04.2020 - 05.2020
- Lead a team of 23 new hire agents
- Responsible for Security Audits, Contact Coaching, Coaching on metrics
- Strengths Acquired in Role: People Management, Adapting to Constant Change, Behavior Management
- Achievements: Ensured successful onboarding and training delivery for 23 newly hired CSAs
- Served as SME to train and lead improvement initiatives on PRR and RAP
- Provided three coaching’s to new CSAs per week
CSNA Amazon Retail/Business Generalist/Enterprise
Amazon
02.2016 - 04.2020
- Resolve Amazon Business customer requests via phone, email and chat
- Strengths Acquired in Role: Contact Auditing, Peer Mentoring
- Achievements: Resolved more than 10K Amazon Business customer contacts
- Ranked number one Agent in Amazon Business OU for Positive Response Rate four times
- Birchstreet e-procurement system duplicated 2K orders
- Worked with Amazon Business Escalations to help support customers in returning and processing refunds
- Volunteered to assist with AB Escalations backlog and assisted in reducing requests by 56%
Education
Associates in Business Management -
Kaplan University
05-2007
Skills
- Problem-solving
- Project management
- Detail-oriented
- Strategic planning
- Program Management
- Global Expansion
- Process Improvement
- Customer Experience
- Stakeholder Engagement
- Data-Driven Strategy
- Escalation Resolution
- Leadership & Training
- Communication
Timeline
Program manager II, Customer experience
ABCS
10.2023 - Current
Program Manager, Anecdotes
ABCS
01.2022 - 10.2023
Anecdotes Program Specialist
ABCS
11.2021 - 01.2022
Escalation Specialist II
AB Escalations
06.2020 - 10.2021
Team Manager (A)
Retail VCS
04.2020 - 05.2020
CSNA Amazon Retail/Business Generalist/Enterprise
Amazon
02.2016 - 04.2020
Associates in Business Management -
Kaplan University
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