Jessica Kulp
Macungie,PA
Summary
Team Leader maintaining high company standards through great customer service and interpersonal skills.
Energetic and professional, poised and reliable, with experience training and mentoring new employees in service etiquette, self advocation, and career growth. Ready for the next great position as a top-notch Customer Service Leader, through empathy, strong attention to detail and superior work ethic.
Overview
16
16
years of professional experience
Work History
Customer Service
Sherwin Williams
07.2024 - Current
- Communication with customers via e-mail, fax, phone calls and in person.
- Provides exceptional customer service to clients, by active listening, putting the customer first, responding to questions timely and effectively.
- Places orders in CRM system.
- Ensures warehouse stock levels do not go below the minimum and places orders for stock replenishment.
- Performs quality check on the picked products prior to shipment.
- Handling customer payments online and in person via cash register.
- Interacts and communicates directly with customers and team members to maintain high level of customer service.
Senior Inbound Customer Experience Agent
STI
01.2021 - 06.2023
- Assists with day to day functions on the operations floor
- Provides coaching to 10 agents weekly with order entry opportunities.
- Collected and distributed daily workloads to order processing agents.
- Assists with systems training and system access for new hire classes
- Works with Service Delivery on escalations and priority tasks to ensure existing processes are correct and enhanced when needed
- Places incoming port orders, Communicates with current carrier for TN release, ensures FOC is received and service is uninterrupted
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Communication via phone and email.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service and team assistance.
- Trained new customer service agents on policies and procedures to support favorable customer experiences.
Administrative Assistant- Client Services
MB Research Labs, Spinnerstown, PA
01.2020 - 06.2023
- Work directly with scientists to understand conducted study and pertinent details related to report writing.
- Provides quotations to clients looking for toxicology testing
- Holds weekly team meeting to ensure the team is up to date with current processes
- Creates and writes training material for client services procedures
- Review and responds to online inquiries
- Follow up with inquiries to generate additional business, set up call, tailor response to the needs of major account in question, reach out to large accounts and promote testing
- Ongoing communication with clients to keep updated on timeline of studies and reports
Customer Service Operations Team Lead
Sequential Technologies
05.2014 - 01.2020
- Directly responsible for 50+ call center agents in PA while supporting and managing call center agents in Arizona, Utah, and El Salvador.
- Assigning tasks, deadlines, providing performance coaching, and implementing strategies for career development and growth for three senior agents.
- Overseeing QA coach – providing insight and constructive guidance to ensure quality is exceeding target by providing tactics and outlining structured
plans. - Ensure client issues and escalations are investigated, responded to, and handled in a timely manner (On average 10 cases per week).
- Create reports daily in Excel, and create charts/ graphs for monthly, weekly, and quarterly Powerpoint presentation to client and upper management
- Create weekly reports for billing to client in each individual center
- Schedules and attends meetings daily regarding forecasting, quality initiatives, and program improvement
- Analyze team and individual statistics and prepare reports to monitor and maintain quality scores and improve metrics.
- Establishing employee goals necessary for achieving business targets on a monthly basis and providing year end reviews.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Maintained database systems to track and analyze operational data.
- Developed effective improvement plans in alignment with goals and specifications.
- Educated staff on organizational mission and goals to help employees achieve success.
Senior Support Customer Service
Sequential Technologies
10.2009 - 05.2014
- Answering escalated calls and finding resolution to the customer's problem
- Assisting with day to day functions on the operations floor such as escalated calls and answering questions to those who need help.
- Assisting with systems training for a new hire class (on average 30+ agents) and existing agents.
- Writing 10+ reference literature such as guides and M&Ps to be posted to the knowledge database for use to ensure processing is efficient and accurate.
- Provide direct support to the call center staff of 40+ agents in Bethlehem.
- Running and providing support to 2 offshore centers, 200+ employees per shift, by identifying opportunities for improvement and implement the process of innovative change effectively.
- Created and executed 2 pilot projects. Created the process for outbound TPV project in July 2012, resulting in an increase of order completion by 20%.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Textile Account Manager
Knoll
05.2023 - 07.2024
- Sales support for two sales representatives
- Data Entry- Place orders for large projects for architect/ design firms
- Uses active listening skills to get the fabric, colorway, and yardage 100% accurate for a flawless experience from order placement to delivery.
- Communication via email and inbound/ outbound calls.
- Supports the sales representatives while they are out in the field by contacting
- customers, running reports, sending samples, mock up requests and order entry.
- Going above and beyond by helping coworkers with their workload, staying late to support sales reps, reaching out to clients to place orders for fabric they have on reserve to initiate sales, etc.
Education
Certification - Health And Fitness
National Council On Strength And Fitness
Online11-2022
Associate of Arts - Business
Lehigh Carbon Community College
Schnecksville, PA01.2016
Skills
- Customer service leadership
- Goal-Oriented
- Team Player
- Decision Making
- Salesforce
- CRM Software
- Data Entry
- Microsoft Office
- Report Generation
- Conflict Resolution
- Report Preparation
- Order Processing
- De-Escalation Techniques
- Analytical Problem Solving
Timeline
Customer Service
Sherwin Williams
07.2024 - Current
Textile Account Manager
Knoll
05.2023 - 07.2024
Senior Inbound Customer Experience Agent
STI
01.2021 - 06.2023
Administrative Assistant- Client Services
MB Research Labs, Spinnerstown, PA
01.2020 - 06.2023
Customer Service Operations Team Lead
Sequential Technologies
05.2014 - 01.2020
Senior Support Customer Service
Sequential Technologies
10.2009 - 05.2014
Certification - Health And Fitness
National Council On Strength And Fitness
Associate of Arts - Business
Lehigh Carbon Community College
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