Jessica Schaefer
Amherst,NY
Summary
Results-oriented Customer Service Team Lead with expertise in team building and performance management. Focused on employee training and customer retention strategies that drive team success. Specializes in fostering collaboration and identifying workflow efficiencies to improve service delivery and customer satisfaction.
Overview
14
14
years of professional experience
Work History
Customer Service Team Lead
ACV Auctions
Buffalo, NY
03.2018 - Current
- Coached, trained, and mentored team members to achieve and exceed individual and team customer service goals.
- Identified improvement opportunities on Customer Service Team and addressed failure points to enhance workflow efficiency.
- Hired, onboarded, and managed the performance of teammates within the department.
- Bridge inner department gaps and promote teamwork across the company.
Title Specialist/ Lease maturity Specialist
Fiserv
Williamsville, NY
06.2016 - 03.2018
- Coordinated title releases to ensure timely transfer of ownership for purchasers.
- Facilitated state transfers by preparing and submitting required documents to DMV for customer titles.
- Handled inbound phone communications, addressing inquiries and providing support for title department operations.
- Logged pay off packages for account after the account was paid off.
- Sorted incoming mail for efficient application processing. and logged what was needed to process an application.
Assistant Manager/ Co-Manager
Express Fashion
Williamsville, NY
08.2012 - 08.2017
- Managed store opening and closing procedures, including cash drawer reconciliation and bank deposits.
- Supervised retail staff daily, fostering collaboration and streamlining operations.
- Provided direction and constructive feedback to enhance team motivation and performance.
- Collaborated with customer service team members to give exceptional service throughout the entire shopping and purchasing experience.
- Assisted customers in selecting appropriate products, enhancing their shopping experience.
- Built and maintained effective relationships with peers and upper management.
Education
High School Diploma -
Lancaster High School
Lancaster, NY01.2006
Some College (No Degree) -
Erie Community College
Buffalo, NYSkills
- Customer relationship management
- Team building
- Employee training
- Performance management
- Onboarding processes
- Customer retention strategies
Timeline
Customer Service Team Lead
ACV Auctions
03.2018 - Current
Title Specialist/ Lease maturity Specialist
Fiserv
06.2016 - 03.2018
Assistant Manager/ Co-Manager
Express Fashion
08.2012 - 08.2017
High School Diploma -
Lancaster High School
Some College (No Degree) -
Erie Community College