Jillian Naveken

• Started my own company working with the Arise platform
• Not only worked 60+ hours a week on the platform myself, but also had independent contractors under me, who serviced clients
• Responsibilities include conducting training, doing payroll, promoting overall moral, offering outstanding customer service, everyday tasks associated with running a company, etc.
• Trained and motivated employees to perform daily business functions.
• Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
• Organized and attended trade shows and special events to showcase products, network with other businesses and attract new customers.
• Prepared bank deposits and handled business sales, returns and transaction reports.
• Oversaw business budget planning and administration, accounting functions, purchasing, and bi-weekly payroll to handle financial needs.
• Performed statistical analyses to gather data for operational and forecast team needs.
• Trained and guided team members to maintain high productivity and performance metrics.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Assisted in recruiting, hiring and training of team members.
• Scheduled employees for shifts, taking into account customer traffic and employee strengths.
• Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.

• Responsible for all cash handling procedures (nightly deposits, payments, payroll, etc.), effectively leading a staff of 7 people, promoting and making a positive effort to exceed sales quotas for gift cards and monthly memberships, and resolving customer complaints and/or damages.
• Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
• Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures, and technology systems.
• Trained new employees on proper protocols and customer service standards.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Implemented innovative programs to increase employee loyalty and reduce turnover.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Delivered exceptional customer service to every customer by staying up to date with polices and procedures, as well as staying updated with a detailed knowledge of company products sold and services offered.
• Maintained perfect customer satisfaction metrics across the board for every KPI measured [AHT, NPS, First Call Resolution,
• Processed customer service orders promptly to increase customer satisfaction.
• Utilized customer service software to manage interactions and track customer satisfaction.
• Developed customer service policies and procedures to meet and exceed industry service standards.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Met customer call guidelines for service levels, handle time and productivity.
• Maintained up-to-date knowledge of product and service changes.
• Educated customers about billing, payment processing and support policies and procedures.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Promoted available products and services to customers during service, account management, and order calls.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Cross-trained and provided backup support for organizational leadership.
• Investigated and resolved accounting, service and delivery concerns.
• Reached out to customers after completed sales to suggest additional service or product purchases.
• Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
• Cross-trained and backed up other customer service managers.
• Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.

• Honoree of [Honor Name]
• [Scholarship Name] Scholarship Recipient
• [Number] GPA

(Biology with High Honors

• Honoree of [Honor Name]
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• Ranked in Top [Number]% of class

• Honor Roll [Semester and Year]
• Completed AP course in [Subject]
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• [Honor's Society Name] Member
• Elected Captain of [Team]
• [Student Organization or Club Name] Member