Jessica Schell
Los Angeles,CA
Summary
Accomplished professional with a proven track record at Deluxe Media, adept in customer service and process improvement. Excelled in mentoring teams, enhancing client relationships, and optimizing operations. Demonstrated expertise in project management and critical thinking, significantly improving workflow efficiency and client satisfaction.
Overview
15
15
years of professional experience
Work History
Lead Order Manager - Disney
Deluxe Media
05.2024 - Current
- Mentored new team members to enhance their understanding of company policies, procedures, and best practices in order management.
- Prioritized urgent requests effectively to minimize disruptions within the supply chain while meeting customer expectations consistently.
- Managed high-volume orders, maintaining accuracy, timeliness, and quality in a fast-paced environment.
- Optimized resource allocation by analyzing workload distribution among team members periodically for efficient workforce utilization.
Senior Account Manager - Disney
Deluxe Media
01.2022 - 05.2024
- Developed long-lasting client relationships by providing exceptional customer service and support.
- Enhanced communication between departments for more effective problem-solving and collaboration.
- Coordinated efforts across teams to ensure seamless delivery of products and services to clients.
- Developed deep knowledge of customer businesses and relationship to company objectives.
Account Manager - Disney
Iyuno-SDI Group
01.2021 - 01.2022
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of projects, ensuring timely communication and effective problem resolution.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
Account Representative - Netflix
SDI Media
06.2017 - 01.2021
- Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns, or challenges.
- Provided regular performance updates to management on key projects, ensuring transparency throughout the organization.
- Collaborated with internal teams to develop tailored solutions for key client projects, fostering long-term partnerships.
- Provided training for new Account Representatives, sharing best practices for client engagement and retention.
National Customer Relations Representative
Toyota Motor Sales USA
09.2014 - 06.2017
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Developed rapport with customers by maintaining clear communication lines, fostering trust, and demonstrating empathy.
- Reduced response time by implementing efficient processes for handling customer requests and concerns.
- Handled high-pressure situations calmly, ensuring positive outcomes for both the customer and the business.
Office Assistant
Torrance Optometry
07.2009 - 08.2014
- Maintained confidentiality in handling sensitive information while performing administrative tasks.
- Enhanced office efficiency by managing schedules, organizing files, and maintaining a clean workspace.
- Facilitated smooth operations by efficiently handling incoming mail, phone calls, and visitor inquiries.
- Expedited document processing with accurate data entry and timely filing.
Education
Bachelor of Science - Human Resources Management
California State University, Long Beach
Long Beach, CA05.2012
Skills
Root Cause Analysis
Customer Service
Problem-Solving
Time Management
Attention to Detail
Worker Supervision
Excellent Communication
Critical Thinking
Project Management
Process Improvement
Data Analysis
Localization
Timeline
Lead Order Manager - Disney
Deluxe Media
05.2024 - Current
Senior Account Manager - Disney
Deluxe Media
01.2022 - 05.2024
Account Manager - Disney
Iyuno-SDI Group
01.2021 - 01.2022
Account Representative - Netflix
SDI Media
06.2017 - 01.2021
National Customer Relations Representative
Toyota Motor Sales USA
09.2014 - 06.2017
Office Assistant
Torrance Optometry
07.2009 - 08.2014
Bachelor of Science - Human Resources Management
California State University, Long Beach