Jill Passantine
Windsor,CA
Summary
A customer service and engagement professional with 15+ years of experience in the wine industry who is aiming to apply their customer service and administrative skill set to an administrative role. Dedicated to providing high-touch customer service with a results-driven approach to ensure customer satisfaction. Demonstrated excellence in budget management, sales and expense reporting, account management, and collaborating with team members. A highly organized multi-tasker with excellent time management, and verbal and written communication skills.
Overview
17
17
years of professional experience
Work History
Wine Club Manger
Michel- Schlumberger
08.2021 - 10.2023
- Responsible for communication and processing of the quarterly wine club releases, in addition to the creation and launch of e-commerce and email marketing sales campaigns.
- Refined and streamlined existing wine club programming, messaging, and processing by condensing multi-level clubs and implementing online order customization.
- Redesigned and improved marketing campaigns, strategies, and targeted send lists to ensure the health of the overall email marketing database.
- Ensured compliance with all state and federal wine shipping regulations.
Wine Club Manager
Williamson Wines
11.2020 - 08.2021
- Managed and executed the invoicing and billing of the reoccurring wine club releases, order fulfillment, compliance, and inventory management.
- Led a small team of 4 customer service representatives providing guidance for all customer service-related inquiries and problem resolution.
- Supported tasting room as needed on weekends and club release events.
Wine Club Manager
Seghesio Family Vineyards
05.2006 - 06.2020
- Created and implemented a comprehensive membership program to improve the membership experience and increase conversion rates and membership retention.
- Successfully managed a large membership base and multimillion-dollar annual budget to increase overall revenue and profitability by 10% each year consistently meeting or exceeding revenue projections.
- Utilized email and direct mail marketing to promote wine club memberships and existing member programs resulting in an annual average increase of 5% in higher-tier memberships.
- Collaborated with Marketing on the creation and copy of the quarterly wine club newsletters, and redesign of the existing club collateral to create a cohesive marketing package.
- Conducted frequent analysis of customer data to identify opportunities and areas of improvement.
Skills
- Customer Service & Engagement
- Data entry & Database Management
Correspondence preparation and follow-up - Invoice processing and billing
- Operations management
Sales & Expense Reporting
- Administrative Support
Logistical planning
Conflict resolution - Event and Travel Coordination
- Communication and Teamwork
- MS Office
Timeline
Wine Club Manger
Michel- Schlumberger
08.2021 - 10.2023
Wine Club Manager
Williamson Wines
11.2020 - 08.2021
Wine Club Manager
Seghesio Family Vineyards
05.2006 - 06.2020
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