Jessica Oulton
New York,NY
Summary
Dynamic and proactive customer-oriented professional with over a decade of experience in Consumer Packaged Goods (CPG) and subscription- based E-Commerce. Demonstrated expertise in enhancing customer satisfaction and retention through exceptional service and innovative engagement strategies. Proven ability to drive positive outcomes by developing loyalty programs, optimizing support processes, and managing VIP customer relationships. Adept at collaborating with cross-functional teams to streamline operations and boost overall efficiency. Committed to delivering memorable experiences that elevate brand loyalty and customer satisfaction.
Overview
11
11
years of professional experience
Work History
Member Experience Advocate
AG1 (Athletic Greens)
New York, NY
06.2023 - 01.2025
- Listened to the voice of the customer through NPS surveys, CSAT scores and Product Reviews, identifying key issues, strengths and opportunities for organizational growth
- Served as organizational escalation point for customer support issues; corresponded directly with customers and partnered with CS ambassadors as needed
- Identified opportunities to increase customer satisfaction and prevent pain points
- Created "surprise and delight" moments to foster retention and provide an outstanding customer journey
- Developed extremely productive relationships with CS ambassadors; created a positive work environment while coaching and training team members
- Utilized empathy to "think like the customer"; consistently driving customer advocacy
Customer Support/Retention Specialist
Paleovalley
New York, NY
04.2017 - 11.2022
- Delivered exceptional customer support via phone and email leading to an increase in customer satisfaction scores
- Assisted in hiring and training all new CS employees; created precision SOP's for future trainees
- Collaborated with a high-performing team to streamline support process, reducing response times
- Promoted in 2021 to additional role of retention specialist for sister company Wild Pastures
Practice Enhancement Manager
Venus Concept
Chicago, IL
01.2016 - 03.2017
- Analyzed and optimized clinic operations for high-end plastic surgeons and dermatologists, increasing overall efficiency
- Collaborated with physicians and practice managers to achieve growth and foster patient retention
- Developed training materials that improved staff performance in phone inquiries and consultations
- Worked closely with internal sales team to up-sell and cross-promote new technologies and services
- Created events and promotions to highlight med spa procedures involving Venus Concept technologies
Business Development Manager
Vital Proteins
Chicago, Illinois
01.2014 - 01.2016
- Launched a new to marked ingestible collagen product, driving category growth and increasing sales by 500% in the first year
- Attended and managed 12+ trade shows in the beauty and wellness sectors, boosting brand awareness and creating significant media awareness for the brand
- Established and led, a customer support team, enhancing customer satisfaction and fostering a sense of community for this emerging brand
- Assisted in new product development, leading to the creation of the brands first beauty-focused ingestible product
Education
Bachelor of Science - Social Work
Castleton State College
Castleton, VTSkills
- Advanced writing skills
- Empathy and listening skills
- Shopify
- Gladly
- Google G Suite
- Excel
- Groove/Zendesk
- Yotpo
- Shipstation
- Outlook
- Salesforce
Affiliations
- Volunteer with the Anti-Cruelty Society for the welfare of animals
- Volunteer with the Ilinois Equine Humane Society working with retired race horses
- Persuing 200 hour yoga certification
Timeline
Member Experience Advocate
AG1 (Athletic Greens)
06.2023 - 01.2025
Customer Support/Retention Specialist
Paleovalley
04.2017 - 11.2022
Practice Enhancement Manager
Venus Concept
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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