Jeremey Berglund
Big Bend,WI
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Fishing & Outdoors industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Senior Customer Service Associate
Catch Co
02.2021 - Current
- Resolved issues for over 20,000 customers over my tenure at Catch Co.
- Held a happiness rating of 84 during my tenure
- Averaged over 100 customers helped per day in the past 6 months
- Experiment with new ways to increase response rates via NPS outreaches - have increased response rates by as much as 3-4%
- Take the lead on promoting the business through highly rated review platforms
- Increased the overall score for our 2 business lines from 4.5 & 4.6 to 4.6 & 4.8
- Identify inventory issues and work with E-commerce team to ensure inventory is correct and reflected correctly on the site
- Collaborate with all other departments to resolve any other issues that directly affect customers
- Resolved customer service issues using company processes and policies and provided updates to customers
- Create new processes to improve overall customer experience
- Train new hires on complex processes that are used on a daily basis
- Utilize data warehouse to provide weekly reports highlighting fulfillment errors
- Analyze data trends within the department to locate common customer pain points and work to improve customer satisfaction
- Assisted customers with product selection, troubleshooting and problem resolution
Night Manager
Jimmy John's Sandwiches
03.2018 - 05.2019
- Handle all customer complaints and make decisions when adversity arises
- Trained and mentored new and existing staff to achieve best practices.
- Prepared nightly deposits by accurately counting cash, filling out deposit slips and securing deposit in vault.
- Secured building for closing by completing run-through of sales floor, turning off electronic systems and turning on alarms.
Assistant Manager
Superior Discount Liquor
07.2016 - 08.2018
- Take the lead on yearly store inventory - heavy excel work counting and documenting all product in inventory
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
Education
Bachelor's - Business Administration
University of Wisconsin-Whitewater
Whitewater, WISkills
- Management
- Microsoft Excel / Google Sheets
- Inventory Management
- Customer Service Skills
- Training
- Data Warehouse
- Escalation Problem-Solving
- Follow-Up Requirements
- Telephone Etiquette
Timeline
Senior Customer Service Associate
Catch Co
02.2021 - Current
Night Manager
Jimmy John's Sandwiches
03.2018 - 05.2019
Assistant Manager
Superior Discount Liquor
07.2016 - 08.2018
Bachelor's - Business Administration
University of Wisconsin-Whitewater
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