Jessica Quinene
Colorado Springs,CO
Summary
Motivated professional focused on streamlining service procedures and maximizing team productivity. Consistent in satisfying customers, building loyalty and driving retention processes. Demonstrates superb judgment in balancing customer, employee, and company objectives.
Overview
13
13
years of professional experience
Work History
Customer Service Manager
Whole Food Market
Colorado Springs, CO
11.2011 - Current
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
- Created reports on customer feedback, complaints, and suggestions for management review.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
- Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
- Upheld quality control policies and procedures to increase customer satisfaction.
Education
Business Management
Pikes Peak Community College
Colorado Springs, COSkills
- Report Preparation
- Handling Escalations
- Service Delivery Optimization
- Schedule Coordination
- Complaint resolution
- Regulatory Compliance
- Training and mentoring
- Customer Relations
- Microsoft Office expertise
- Data Entry
- Spreadsheet Creation
Timeline
Customer Service Manager
Whole Food Market
11.2011 - Current
Business Management
Pikes Peak Community College