Jessi Sawyer

• Provided detailed information on customer escalations, including root cause analysis and resolution details.
• Monitored customer service calls to ensure adherence to company policy regarding escalations.
• Created reports summarizing the results of investigations into high-priority customer escalations.
• Collaborated with cross-functional teams to ensure timely resolution of escalated cases.
• Advised customers on how best to resolve their issues without escalating them further.

• Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
• Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
• Documented customer correspondence in CRM to track requests, problems and solutions.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

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• Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
• Delivered positive customer experiences by implementing effective quality assurance practices for a growing tea subscription company.
• Coached employees on ways to improve efficiency, accuracy and overall productivity.
• Worked with vendors and developed relationships to maintain optimal inventory levels according to usage trends.

• Managed materials to meet production goals and specific customer demands.
• Monitored equipment, checked supplies and coordinated manpower to meet expected demand.
• Created SOPs and documented system, planning criteria and procedures.