Jessica Gehr
North Hollywood,CA
Summary
Accomplished CS Coordinator with a strong background in sales support and performance metrics. Skilled in conflict resolution and managing customer relationships to drive operational efficiency and improve order fulfillment.
Overview
2027
2027
years of professional experience
Work History
CS Coordinator
Califia Farms LP
Los Angeles, California
2020 - Current
- Oversaw ERP (Ross) processes, customer operations documentation, reporting dashboards, and performance metrics while independently managing multiple priorities and complex customer service issues.
- Managed end-to-end order processing and customer operations, ensuring accuracy and timeliness in order entry, pricing, invoicing, shipping, and issue resolution to enhance customer satisfaction.
- Liaised between customers, sales, production, warehouse, logistics, demand planning, and accounts receivable to resolve discrepancies and streamline order fulfillment.
- Provided sales and customer support, including account setup, product information, customer portal management, EDI coordination, and customer-specific pricing.
Customer Care
Califia Farms LP
Los Angeles, California
12.2018 - 2020
- Increased revenue by converting customer interactions into sales.
- Engaged proactively on third-party platforms to mitigate negative brand representation.
- Communicated identified issues to QA team for thorough examination.
- Identified potential quality issues through expert judgment and effective interview techniques.
- Optimized standard operating procedures in collaboration with stakeholders.
Shift Leader
Wag!
West Hollywood, California
09.2017 - 12.2018
- De-escalated urgent situations involving dog/human injuries, lost dogs, and upset owners/walkers to ensure safety and satisfaction
- Led a team of up to 10-15 employees on a shift
- Coordinate and manage floor plans throughout the day to utilize agents based on call and text volume (averaging 1500 calls and 1650 texts daily)
- Coached team members and implemented performance improvement plans to enhance productivity and develop soft skills
- Trained representatives on administrative procedures and company policies
- Resolved live walk issues for walkers and owners, managed scheduled walks, and addressed service inquiries.
- Collaborated with Tech on troubleshooting issues and with Finance on reporting suspicious activity related to payments and promotions
Mailing & Posting Clerk
BTC
Van Nuys, California
01.2014 - 09.2017
- Prepared mail by labeling envelopes, proofreading, and copying hearing notices for distribution.
- Posted signs at property sites for L.A. City Planning, driving to locations and managing up to 100 signs.
- Received cases and verified that the requirements were in order for processing by the city; cases varied based on need (ex. ABC, zoning, density bonus, etc.
Electronic Sales Associate
Target
Van Nuys, California
10.2008 - 12.2013
- Provided exceptional customer service for electronic purchases, enhancing customer satisfaction in a fast-paced environment.
- Assisted customers in selecting suitable products and warranties, ensuring alignment with individual needs.
- Maintained current knowledge of electronics trends and advancements.
- Organized planograms and restocked shelves, improving merchandise visibility and accessibility.
Education
Associate of Arts - Fine Arts
Pasadena City College
Pasadena, CASkills
- Order management
- Customer operations
- ERP management
- Customer engagement
- Account management
- Performance metrics
- Conflict resolution
Timeline
Customer Care
Califia Farms LP
12.2018 - 2020
Shift Leader
Wag!
09.2017 - 12.2018
Mailing & Posting Clerk
BTC
01.2014 - 09.2017
Electronic Sales Associate
Target
10.2008 - 12.2013
CS Coordinator
Califia Farms LP
2020 - Current
Associate of Arts - Fine Arts
Pasadena City College