Jessica Oulton
New York,NY
Summary
Confident professional with 10+ years of experience and a proven knowledge of brand management, client relations, and customer development. Aiming to leverage my skills to successfully adapt to new challenges and responsibilities
Overview
11
11
years of professional experience
Work History
Member Experience Advocate
AG1 (Athletic Greens)
06.2022 - Current
- Reviews all NPS and CSAT feedback to deliver a quality assessment of the customer experience
- Enhances standard operating procedures by providing ongoing feedback directly from a consumer perspective.
- Maintains current understanding of market conditions, compliance standards and best practices.
- Creates and delivers presentations to internal and external stakeholders to showcase work.
- Analyzes marketing data and trends to identify opportunities for improvement.
- Develops strong client relationships through consistent communication and attentive service.
- Improves customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Interpreted clients' needs and introduced services to fit specific requirements.
Customer Experience Manager
Paleovalley
03.2017 - 11.2021
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Conducted regular performance reviews with team members, fostering professional growth and development.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Developed new employees and on-going performance assessment of current employees.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
Practice Enhancement Manager
Venus Concepts
01.2016 - 03.2017
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Onboarded new employees with training and new hire documentation.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
Business Development Manager
Vital Proteins
01.2014 - 01.2016
- Created and managed new vertical for successful launch of an ingestible collagen product
- Managed and attended over a dozen trade shows within beauty and wellness markets
- Evangelized the brand and created media, buyer and consumer awareness and interest
- Established customer support team to deliver incredible customer engagement and experience
- Owned the start-up experience. Initiated new ideas, partook in product development and accelerated new initiatives
- Worked closely with affiliates in the beauty vertical, initiated new campaigns across digital platform
Education
Bachelor of Science - Social Work
Castleton State College
Castleton, VT05.1998
Skills
- Customer Relations
- Expert Problem Solving
- Documentation Management
- Quality Assurance
- Proficient in Google, Excel, Powerpoint
- Emergency Response
- Process Improvement
- Audit reporting
Timeline
Member Experience Advocate
AG1 (Athletic Greens)
06.2022 - Current
Customer Experience Manager
Paleovalley
03.2017 - 11.2021
Practice Enhancement Manager
Venus Concepts
01.2016 - 03.2017
Business Development Manager
Vital Proteins
01.2014 - 01.2016
Bachelor of Science - Social Work
Castleton State College
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