Jessica Noel
New York,NY
Summary
Proven leader in customer service and store operations, excelling at Shakespeare & Company Books by fostering team collaboration and enhancing customer loyalty through exceptional service. Leveraged social media promotion and reading recommendations to boost sales and community engagement. Skilled in employee scheduling and team building, consistently achieving high satisfaction rates. Coordinating story time for children ages 2-5 at Shakespeare location 2020 Broadway which entails learn to read segment, reading and writing activities as well as arts and crafts
Overview
6
6
years of professional experience
Work History
Lead Bookseller
Shakespeare & Company Books
12.2023 - Current
- Developed strong relationships with customers, resulting in repeat business and word-of-mouth referrals.
- Assisted in the planning and execution of community outreach initiatives, leveraging partnerships with local schools and libraries to promote literacy and increase brand visibility.
- Collaborated with other team members to develop creative promotions that drove foot traffic and increased sales.
- Assisted customers in locating hard-to-find titles, utilizing various resources to ensure their needs were met.
- Streamlined inventory management processes, reducing stock discrepancies and improving overall store efficiency.
- Maintained up-to-date knowledge of industry trends and popular releases through continuous research and professional development activities.
- Implemented loss prevention strategies, leading to a significant reduction in shrinkage within the store.
- Provided exceptional customer service by responding promptly to inquiries via phone, email, or in-person visits.
- Increased sales by creating visually appealing displays that featured current bestsellers and staff picks.
- Maintained a high level of product knowledge by regularly attending industry events, participating in professional development opportunities, and networking with peers.
- Coordinated book club meetings within the store, fostering community engagement and increasing exposure for lesser-known titles.
- Supported management in training new booksellers, ensuring a smooth onboarding process and fostering a cohesive team atmosphere.
- Assisted customers with locating books and other materials in store.
- Processed payments and returns on company POS system using proper cash-handling procedures.
- Restocked shelves and kept store displays attractive and organized to drive sales.
- Established strong relationships with customers to encourage repeat business.
- Engaged in friendly conversation with customer to better uncover individual needs.
Customer Service Representative
Amazon
10.2022 - 12.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
Clerical Worker
NYC Parks Department
09.2022 - 09.2023
- Completed clerical tasks such as filing, copying, and distributing mail.
- Executed record filing system to improve document organization and management.
- Maintained strict confidentiality when handling sensitive information, adhering to company policies regarding privacy protection.
- Improved office efficiency by streamlining filing systems and organizing document storage.
- Provided valuable support during audits by ensuring all documentation was well-organized and easily accessible.
- Maintained inventory of office supplies, placing timely orders to prevent shortages and reduce downtime.
- Reduced errors in data entry tasks by implementing a thorough proofreading process before submitting documents.
- Ensured smooth workflow within the team with efficient delegation of tasks based on individual strengths and expertise.
- Increased customer satisfaction by promptly addressing inquiries and resolving issues through phone and email correspondence.
- Enhanced communication within the team by maintaining accurate calendars and scheduling meetings as needed.
- Prepared and edited documents to produce precise, accurate and professional communication.
- Assisted with financial management, tracking expenses and creating budget reports for department heads.
- Input data into spreadsheets and databases.
Customer Service Supervisor
Target
10.2018 - 05.2021
- Facilitated knowledge-sharing sessions for team members to enhance skills.
- Analyzed service processes by identifying areas for improvement.
- Resolved customer complaints by implementing immediate solutions.
- Prepared feedback summaries to share insights with management.
- Conducted performance reviews to promote professional growth within team.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Coached employees through day-to-day work and complex problems.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
Education
N/A -
Borough of Manhattan Community College
New York, NYSkills
- Store operations
- Reading recommendations
- Employee scheduling
- Social media promotion
- Reading comprehension
- Friendly and helpful
- Customer service
- Team building
- Childcare
Timeline
Lead Bookseller
Shakespeare & Company Books
12.2023 - Current
Customer Service Representative
Amazon
10.2022 - 12.2023
Clerical Worker
NYC Parks Department
09.2022 - 09.2023
Customer Service Supervisor
Target
10.2018 - 05.2021
N/A -
Borough of Manhattan Community College
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