Jill Horst
Kimberly,USA
Summary
Experienced customer service professional prepared to lead a team, assist consumers directly with frontline "Best in Show" multi-channel service, write content and maintain databases, or take on a new challenge in a field of interest.
Over five years of proven success in managing remote teams, overseeing project execution, and adapting to dynamic work environments. Known for reliability, flexibility, and strong organizational skills, ensuring seamless team operations and achievement of goals.
Strong focus on collaboration and achieving results, building strong teamwork and communication, and always adding value. Proficient in team management, solution-creation, and leading by example. Passionate about written channels and proofreading, and a very fast learner willing to take on challenges. Reliable, flexible, committed, and ready to dive in.
Overview
15
15
years of professional experience
Work History
Social Media & D2C Team Lead
Alta Resources – Consumer Care and D2C Solutions
Neenah, WI
11.2021 - Current
- Lead a global team of 15+ multi-channel Engagement Specialists to deliver 'Best in Show' service in a fast-paced environment across a variety of channels, including voice, email, live chat, and social media.
- Communicate professionally and directly with the client to facilitate the handling of escalated contacts and to help build a strong working relationship with our client.
- Successfully work from home 100% of the time, while demonstrating excellent work ethics, by maintaining my productivity and intrinsic motivation.
- Achieve top Gallup engagement scores consistently each year.
- Maintain process and knowledge databases.
- Monitor team performance, provide coaching and feedback to drive continuous improvement initiatives.
Social Media Senior Engagement Specialist
Alta Resources – Consumer Care and D2C Solutions
Neenah, WI
11.2019 - 11.2021
• Proficiently handled escalated social media posts regarding a variety of topics, and across a variety of channels including Facebook, Twitter, and Instagram.
• Communicated directly with the client and leadership teams regarding social media trends, sensitive cases, and other escalated cases.
• Helped launch the Escalations inbox, and worked out of it daily as a Primary POC to assist with handling escalated contacts and sensitive issues.
• Provided guidance to other frontline team members as an informal leader.
• Met and exceeded all metrics and KPIs.
Consumer Care
Alta Resources – Consumer Care and D2C solutions
Neenah, WI
01.2012 - 01.2019
- Worked in many channels to assist consumer: email, chat, social media, and voice.
- Authored website content for client’s FAQs web page.
- Led a team-wide program in WI office to help improve entire team’s writing and English skills (Jill’s Drills).
- Assisted another team and quickly learned procedures and terminology during a high volume event that required extra care reps.
- Worked effectively in fast-paced environments.
• Met and exceeded all metrics and KPIs.
Activity Assistant
Vallhaven Care Center
Neenah, WI
09.2010 - 01.2012
- Planned and developed a variety of center-wide events and worked closely with residents and their loved ones to determine appropriate activity level through interviews and screenings
- Acted as a liaison between residents’ families and the rest of the care staff
- Maintained confidentiality and upheld HIPPA regulations to ensure resident privacy and compliance with the law
Education
High School Diploma -
Stevens Point Area Senior High (SPASH)
Business Management
FVTC
Skills
- Attention to detail
- Conflict resolution
- Customer focus
- Coaching and mentoring
- Process improvement
- Employee evaluation
- Trend tracking
- Client communication
- Problem-solving
- Teamwork and collaboration
- Team supervision
- Leading team meetings
- Writing feedback
- Writing, editing, and proofreading
- Brand Voice adaptation and application
- Superior multitasking
Timeline
Social Media & D2C Team Lead
Alta Resources – Consumer Care and D2C Solutions
11.2021 - Current
Social Media Senior Engagement Specialist
Alta Resources – Consumer Care and D2C Solutions
11.2019 - 11.2021
Consumer Care
Alta Resources – Consumer Care and D2C solutions
01.2012 - 01.2019
Activity Assistant
Vallhaven Care Center
09.2010 - 01.2012
High School Diploma -
Stevens Point Area Senior High (SPASH)
Business Management
FVTC