Summary
Overview
Work History
Education
Skills
Timeline
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Jessica Maus

Longmont,CO

Summary

Accomplished CX Specialist offering diverse expertise in emerging restaurant technology products, problem-solving, enhancing customer satisfaction, and streamlining support processes and operations. Demonstrates strong analytical, communication, and teamwork skills. Adept at quickly learning new technologies with a positive attitude. Committed to continuous learning and growth. Eager to contribute to team success and further develop professional skills. Known for reliability and adaptability. Committed to leveraging these qualities to drive team success and contribute to organizational growth!

Overview

5
5
years of professional experience

Work History

CX Specialist

Olo
04.2021 - 09.2024
  • Responsible for the review, revision, and migration of all CX training material utilized for new hires and continuing education
  • Collaborated with Engineering/Dev teams on various projects to assist in developing
    product updates that led to greater product efficiency and brand satisfaction
  • Consistently collaborated across various CX teams to improve day-to-day internal troubleshooting processes to drive efficiency and thoroughness
  • Maintained thorough knowledge of seventeen ever-changing digital products
  • Collaborated with partnership managers, IT teams, and marketplace technical contacts to identify and resolve specific errors and Bugs, as well as error trends and was responsible for keeping CX team aware of subsequent resolutions
  • Specialized in process and order operation issues and provided advanced technical support for all products and integrations via Zendesk to brand contacts, franchisees, and marketplace contacts
  • Consistently handled escalations and complex issues with thoroughness and thoughtfulness
  • Updated and maintained both internal and customer facing Zendesk articles
  • Collaborated with various teams to ensure successful and streamlined brand launches on the Olo platform
  • Piloted and assisted with the training of AI software (Zendesk) used to facilitate focused ticketing, exponentially streamlining efficiency of the support teams and significantly reducing ticketing response times
  • Consistently exceeded SLA, CSAT, KPI and various metric expectations; EOD SLA, 98% CSAT, 4.9/5 CSAT, Avg Ticket Closure 75/week
  • Programs utilized in this role: Zendesk, Sumo logic, Salesforce, Excel, Google Sheets, Asana, Lessonly, Wisely Integrations, Jira, Looker

CS Trade Specialist

1stdibs
10.2019 - 03.2021
  • Worked within the trade program, assisting with the sourcing of art, furniture, and various home decor items for Trade clients
  • Managed order and shipping logistics of various high value items for high profile clients
  • Discussed financial options with clients and provided informed suggestions
  • Built and deepened productive relationships with prospective and competitive customers to drive sustained growth
  • Assisted with training and development of new hires
  • Collaborated with clients to maintain relationships and provided customers with thorough support and guidance
  • Developed advanced product knowledge to share current information while generating and delivering products quotes
  • Consistently met and maintained success metrics and KPIs
  • Consistently maintained 4.9/5 customer review rating
  • Programs utilized in this role: Excel, Salesforce, Zendesk

Education

High School Diploma -

Silver Creek High School
Longmont
05-2015

Skills

  • Customer support
  • Customer relationship management
  • Technical support
  • Internal process development
  • Training
  • User experience
  • Documentation: writing and review
  • Cross-functional collaboration
  • Proficient in: Zendesk, Sumo logic, Salesforce, Excel, Google Sheets, Asana, Lessonly, Wisely Integrations, Jira, Looker, LoansPQ, Check21, Episys, Synapsys, Q2, CST, Compass, DataNavigator, DigitalInsight

Timeline

CX Specialist

Olo
04.2021 - 09.2024

CS Trade Specialist

1stdibs
10.2019 - 03.2021

High School Diploma -

Silver Creek High School

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Jessica Maus