Nastassia Jefferson
Reading,PA
Summary
Dedicated and customer-focused professional with over 10 years of experience delivering exceptional service across diverse industries. Proven track record in resolving client issues, processing complex orders, and maintaining high customer satisfaction. Strong communication, problem-solving, and multitasking abilities with a keen attention to detail and passion for creating positive customer experiences.
Overview
16
16
years of professional experience
Work History
Customer Service Representative – Administration Department
Americold Logistics
Leesport, PA
06.2023 - Current
- Deliver high-quality customer service by responding to inquiries regarding orders, shipments, and inventory counts while maintaining professionalism and accuracy.
- Act as a key liaison between customers, warehouse teams, and office departments to support account administration, invoicing, and credit adjustments.
- Manage order tracking, update load reports, and verify computer-generated invoices to ensure data accuracy and proper billing.
- Investigate and resolve complex issues including refused deliveries, overages, shortages, and damages (OS&D), ensuring timely corrective action.
- Provide administrative and clerical support such as answering phones, maintaining order-related files, and operating office equipment.
- Schedule and coordinate customer loads to optimize delivery timelines and warehouse capacity.
- Prepare detailed reports and metrics for management and customers to enhance transparency and operational performance.
- Support cross-departmental initiatives and perform additional administrative tasks to ensure efficient daily operations.
- Demonstrate a commitment to professional development by learning and improving Spanish fluency to enhance communication with bilingual customers and team members.
- Monitored performance metrics, identifying trends to drive proactive enhancements in service operations.
Order Processing Specialist
Polyconcept North America
New Kensington, PA
01.2022 - Current
- Process and validate customer orders, ensuring accuracy in pricing, inventory, shipping, and artwork.
- Respond to customer inquiries via phone and email regarding order status, customization options, and shipping details.
- Collaborate cross-functionally with sales, operations, and design teams to ensure on-time fulfillment and customer satisfaction.
- Monitor and manage inbound queues to resolve customer issues promptly and professionally.
- Guide customers through artwork approvals, customization limitations, and virtual previews using Adobe Illustrator.
- Processed high-volume orders accurately and efficiently to meet customer demands.
- Collaborated with sales team to ensure all necessary documentation was collected for seamless order execution.
Small Business Specialist
Santander Bank US
Reading, PA
06.2013 - 05.2021
- Delivered high-quality service to business clients by advising on banking products and resolving account issues.
- Acted as a liaison between clients and departments to expedite service and resolve discrepancies.
- Facilitated refinancing processes and account adjustments with third-party companies, ensuring smooth transactions.
- Maintained accurate customer records, supported late fee reversals, and processed incoming wire transfers.
- Developed tailored financial solutions to meet diverse small business needs.
- Conducted workshops to educate clients on financial management and funding options available through Santander Bank US.
Customer Service Representative
Santander Bank US
Reading, PA
01.2010 - 06.2013
- Handled over 50 calls daily, addressing inquiries, resolving issues, and upselling appropriate financial products.
- Managed account openings, customer disputes, and routine account maintenance.
- Provided outstanding service by anticipating customer needs and offering proactive solutions.
- Resolved customer inquiries efficiently across multiple channels, enhancing overall satisfaction.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Education
Associate of Arts - Visual Communications
Lehigh Valley College
Center Valley, PA01.2004
High School Diploma - undefined
Reading High School
Reading, PA01.2002
Skills
- Customer Support & Relationship Building
- Telephone Etiquette & Professional Communication
- Order Processing & Fulfillment
- CRM & Data Entry Systems
- Problem Resolution & Conflict Management
- Microsoft Office Suite & Excel
- Email & Live Chat Support
- Adobe Creative Suite (Basic Artwork Handling)
Additional Information
- Cross-trained and supported multiple departments to improve workflow and customer service.
- Recognized for implementing improvements to customer service processes and training junior team members.
- Adept with PC and Mac platforms, CRM tools, and email systems.
Timeline
Customer Service Representative – Administration Department
Americold Logistics
06.2023 - Current
Order Processing Specialist
Polyconcept North America
01.2022 - Current
Small Business Specialist
Santander Bank US
06.2013 - 05.2021
Customer Service Representative
Santander Bank US
01.2010 - 06.2013
Associate of Arts - Visual Communications
Lehigh Valley College
High School Diploma - undefined
Reading High School