Jesica Gretz
Customer Service/Administration
Riverside,CA
Summary
Dedicated customer service professional with extensive experience and a strong ability to build rapport with clients. A motivated team player focused on customer satisfaction, quality, and process optimization. Energetic, articulate, and results-driven with a passion for developing relationships and fostering business growth.
Overview
19
19
years of professional experience
Work History
Production Specialist
Shutterfly
03.2023 - Current
- Maintained compliance with industry regulations concerning environmental impact, workplace safety standards, and product quality requirements.
- Helped shipping line by pre-assembling boxes to be filled with finished products.
- Monitored production line for unsafe behaviors or incorrect techniques and worked with managers to resolve problems.
- Provided technical assistance to other departments as needed to troubleshoot issues or support new product development initiatives.
- Coordinated the ordering and inventory management of office supplies to ensure availability, cost-effectiveness, and alignment with team needs.
- Managed day-to-day office operations, including maintaining office equipment such as printers, troubleshooting issues, and coordinating repairs or supply replenishments to ensure smooth workflow.
Account Specialist
Shutterfly
3 2021 - 03.2023
- Ensured timely and effective communication with clients, collaborating on key initiatives to drive mutual success.
- Provided expert guidance on company products and services, positioning clients for optimal results.
- Strengthened client relationships by providing exceptional account management and timely issue resolution.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Maintained up-to-date knowledge of product and service changes.
Customer Service Representative/Contributing accounting
Zenith American Solutions
04.2020 - 01.2021
- Assisted members with a warm and professional attitude
- Assisted members with questions regarding their eligibility and processing their paperwork through Get Next
- Handled emails, new hire paperwork, data entry, inventory for office
- Managed customer accounts and followed all PHI rules
- Assisted with helping members with COBRA and processing their paperwork and collecting their payments.
Insurance Specialist
AAA of Southern California
10.2019 - 03.2020
- Followed up on denials, late payments, extensions and other special circumstances.
- Helped insureds add, eliminate, or replace a vehicle on their policy
- Safely processed sensitive material including checking accounting information and credit cards
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
- Maintained high standards of customer service by building relationships with clients.
- Helping with membership inquiries, travel questions, DMV information, and Roadside assistance.
Reservation Agent
The Walt Disney Company
03.2012 - 06.2019
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Maintained high levels of efficiency by managing multiple phone lines and email correspondence for reservation requests and adjustments.
- Provided customers with information about availability and pricing.
- Resolved various issues and discrepancies for customers.
- Handled billing information over phone.
- Boosted revenue with upselling additional services such as Celebration upgrades, meal plans, and special event bookings.
- Assisted in training new hires on proper procedures, software usage, and company policies ensuring consistent performance levels across the reservations team.
- Maintained up-to-date knowledge of travel restrictions and safety protocols, advising customers accordingly.
- Resolved customer complaints with empathy and quick problem-solving, leading to decrease in negative feedback.
Associate Manager
Regal Entertainment Group
11.2005 - 12.2011
- Supervised employees, delegated roles, mentored, and acted as a team-player
- Developed and managed schedules, safety, and training materials for employees
- Maintained invoices, inspection records, and weekly reports
- Fulfilled and received stock orders
- Created charts, diagrams, and memos using Microsoft Office programs
- Managed and operated cash register.
Education
High School Diploma -
Riverside Adult School
Associate of Science - Radiologic Technology
Chaffey College
Rancho Cucamonga, CA06.2026
Skills
Comprehensive knowledge of Microsoft Office, Excel, Outlook, Publisher, PowerPoint
Administrative Support
Customer Service
Problem-solving abilities
Data Entry
Active Listening
Call center experience
Customer Relations
Technical Support
Clerical Support
Shipping procedures understanding
Assessments
- Written communication, Completed, 08/01/19, Best practices for writing, including grammar, style, clarity, and brevity.
- Customer service, Highly Proficient, 01/01/21, Identifying and resolving common customer issues
Timeline
Production Specialist
Shutterfly
03.2023 - Current
Customer Service Representative/Contributing accounting
Zenith American Solutions
04.2020 - 01.2021
Insurance Specialist
AAA of Southern California
10.2019 - 03.2020
Reservation Agent
The Walt Disney Company
03.2012 - 06.2019
Associate Manager
Regal Entertainment Group
11.2005 - 12.2011
Account Specialist
Shutterfly
3 2021 - 03.2023
High School Diploma -
Riverside Adult School
Associate of Science - Radiologic Technology
Chaffey College