Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Jessica Fondelheit

Mansfield,CT

Summary

Knowledgeable and dedicated Agent Experience Coordinator with extensive experience in Customer Support. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with the executives, agents, and other departments. Motivated to maintain department satisfaction and contribute to company success. Detail-oriented, with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

12
12
years of professional experience

Work History

General Program Instructor

Mansfield Community Center
04.2024 - Current
  • Itty Bitty Sports, Micro Sports
  • Successfully coordinated and managed program events, ensuring smooth execution of logistics and positive experiences for all participants involved.
  • Led group of 10 children in instructional setting, maintaining high standards for behavior and safety.
  • Served as positive role model for children in program through appropriate dress, speech, attitude and courtesy.

Sales Associate

Kohls
10.2023 - Current
  • Answered customer questions about sizing, accessories, and merchandise care.
  • Provided positive first impressions to welcome existing, new, and potential customers.
  • Rotated stock and restocked shelves to maintain product availability and store appearance.
  • Accurately processed POS transactions, returning coin, currency, payment cards, and receipts to customers.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.

Agent Experience Strategic Initiatives Customer Support

Bobs Discount Furniture
11.2013 - Current
  • Delivered administrative support to the executive team, enabling them to focus on strategic initiatives and achieve business objectives.
  • Enhanced user experience within the SAP platform by creating intuitive system optimizations, enhancements, and finding defects.
  • Optimized project timelines with efficient allocation of resources towards high-priority tasks during BobDesk release testing cycles.
  • Create accurate and up-to-date communications for Customer Support.
  • Enhanced agent engagement through interactive workshops and hands-on activities.
  • Managed multiple projects simultaneously, maintaining strict deadlines and high-quality deliverables.
  • Streamlined processes for creating, updating, and distributing job aids.
  • Designed and delivered web-based, self-directed learning materials in Rise 360.
  • Assisted in the development of new policies and procedures aimed at enhancing customer support operations.
  • Identified call trends to improve efficiency, reduce problem calls and suggest solutions to upper management.

Department Supervisor

Kohls
06.2012 - 11.2013
  • Handled cash register, returns, and refunds.
  • Increased customer satisfaction by addressing concerns promptly and implementing improvements based on feedback.
  • Managed team of 5 employees, delegated tasks and held each employee accountable for completing assignments.
  • Built and designed large displays weekly to promote specific products.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.

Education

High School Diploma -

Killingly High School
Dayville, CT
06.2011

Skills

  • Cash Management
  • Customer Service
  • Organized and Energetic
  • Great Social Skills
  • Multi – Tasking skills
  • Cooperative Team Member
  • Excellent Leadership Skills
  • SAP, Excel, PowerPoint Proficiency
  • Planning and coordination
  • Materials Updates and Preparation
  • Problem-Solving
  • Team Collaboration
  • Strategic Planning
  • Policy Development
  • Root Cause Analysis
  • Policy and procedure modification
  • Team Player
  • Quick Learner
  • Flexible and Reliable
  • Fast Paced
  • Organizational and Management Skills
  • Motivated Leader
  • Best of Bobs
  • Always Friendly
  • Sales Floor Experience
  • Ability to make sound business decisions
  • Takes initiative
  • Excellent verbal and written communication skills
  • Works well in a dynamic and ever-changing environment

References

  • Michael Lawerence, Learning Program Management Lead, 434 Tolland Turnpike, Manchester, CT, 06042, (401)345-3287
  • Mary Hooper, Agent Experience Strategic Initiatives Customer Support, 70 Jewett City Road, Taftville, CT, 06380, (860)608-1656
  • Monica Davis, Business Process Manager, 428 Tolland Turn Pike, Manchester, CT, 06042, (860)319-2310

Timeline

General Program Instructor

Mansfield Community Center
04.2024 - Current

Sales Associate

Kohls
10.2023 - Current

Agent Experience Strategic Initiatives Customer Support

Bobs Discount Furniture
11.2013 - Current

Department Supervisor

Kohls
06.2012 - 11.2013

High School Diploma -

Killingly High School

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Jessica Fondelheit