Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Technical Acumen
Training
Timeline
Generic

NICOLE JACKSON

San Bernardino,CA

Summary

Accomplished and result-oriented, intelligent, organized, and motivated Customer Care Representative with over 20 years of experience generating leads in sales, reaching target goals with essential expertise, and providing consistent great customized service overall. Enthusiastic team player with a strong work ethic, willing to always go above and beyond to complete a task and still maintain deadlines assigned.

Overview

14
14
years of professional experience

Work History

Customer Service Representative

Laticrete LLC.
07.2022 - 11.2023
  • Performed all customer service related duties including, but not limited to; answering phones, computer entry of orders/Debits/Credits/RMA’s, providing shipment confirmations, invoices and credit memos utilizing JD Edwards’s system
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Provide customers with accurate information on pricing, stock availability, back orders and shipping
  • Worked with cross-functional teams including; Sales, Logistics, Warehouse/Plant, Finance, Marketing and Procurement
  • Demonstrate personal ownership and accountability for tasks and follow through
  • Provide dedicated product and/or account support as required based on seasonality and demand
  • Aid during internal and external audits by representing the local team during the audit and pulling documents necessary to complete.

Customer Service Representative

Etiwanda Logistics
11.2021 - 01.2022
  • Supervised special projects, such as labeling, repacking, and tagging merchandise for shipping purposes
  • Actively responded to customer concerns and inquiries and developed solutions for the complaints
  • Generated new accounts and attracted potential customers utilizing superior product knowledge and sales strategies
  • Performed customer account adjustments and provided recommendations based on client assessment while analyzing customer needs.

Customer Service Representative

ShipMonk
07.2021 - 09.2021
  • Proficiently handled special projects, such as labeling, repacking, and tagging merchandise for shipping purposes
  • Administered inventory and accomplished allocation reports
  • Expertly supervised and reconciled complaints, billing, and order entry
  • Actively executed general office duties while directing and evaluating three separate work crews
  • Controlled and maintained warehouse inventory and operations.

Customer Care Representative II

Ventura Transfer Company
04.2019 - 04.2021
  • Principal point of contact with assigned customers to take orders, communicate schedules, plan the logistics and resolve service issues
  • Established and maintained positive working relationships with customers by using proper etiquette; must represent the company in a professional manner
  • Interfaced with customers ERP systems
  • Coordinated loads for pick-ups/deliveries and heating/loading requirements
  • Planned and completed the assigned tasks within the deadlines.
  • Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.

Customer Experience Lead

Exemplis
06.2017 - 07.2018
  • Customer Service Lead for Customer Service Representatives (West Coast Region)
  • Increased branch revenue by informing customers of available products and their benefits
  • Developed methods to establish and clarify customer needs and concerns
  • Earned exceptional ratings and testimonials from clients.
  • Collaborated with product development teams to incorporate user feedback into future designs, resulting in more user-friendly offerings.

Inventory and Sales Analyst

Breville Group – Breville USA
11.2015 - 05.2017
  • Performed inventory analysis and management to avoid low stock and overstock
  • Developed inventory plan to ensure smooth product flow
  • Placed product orders on timely manner and track open purchase orders
  • Managed inventory adjustments and transfers
  • Analyzed root causes of inventory issues and provide resolutions
  • Communicated complex inventory problems to Manager promptly
  • Developed process improvements to achieve company inventory goals.
  • Consulted with businesses to supply accurate product and service information.

Customer Service Specialist II

Sargent Aerospace & Defense
09.2013 - 10.2015
  • Performed inventory analysis and management to avoid low stock and overstock
  • Developed inventory plan to ensure smooth product flow
  • Placed product orders on timely manner and track open purchase orders
  • Managed inventory adjustments and transfers
  • Analyzed root causes of inventory issues and provide resolutions
  • Communicated complex inventory problems to Manager promptly
  • Developed process improvements to achieve company inventory goals.
  • Provided primary customer support to internal and external customers.

Customer Service Coordinator

JM Eagle
09.2009 - 01.2012
  • Customer Sales and Service Coordinator for Twenty Accounts
  • Customer Support, Draft Competitive Quotes, Dispute/Complaint Resolution
  • Orders Administration, Customer Retention, Inventory Reconciliation.
  • Coordinated logistics for customer orders.
  • Conferred with sales team members to evaluate processes and improve integration of after-sales assistance.
  • Collaborated with cross-functional teams to identify areas of improvement and implement effective solutions.

Education

Bachelor of Science Criminal Justice Administration -

The University of Phoenix
Gardena, CA

Skills

  • Strong Organizational Skills
  • CRM Software
  • Remote Office Availability
  • Attention to Details
  • Analytical Skills
  • Marketing & promotions
  • Goal-Oriented
  • Disciplined & Reliable
  • Computer Proficiency
  • Order Processing
  • MS Office
  • Time Management
  • Customer Service & Retail sales

Accomplishments

  • Enhanced Customer Annual Return Procedures resulting in cycle-time reduction from 2 months to 3 weeks and lower costs by cutting the man hours by 75%
  • Awarded JM Eagle’s Top Customer Service Coordinators
  • Reduced chargebacks resulting in savings between $5,000 to $50,000 per month
  • Retained 98% of accounts
  • Authored procedures for account management and retention

Technical Acumen

  • MSN AX & Magic
  • Quotation Systems & 2FS
  • IBM Access Programs
  • CAT & MAS 90 and 200
  • AS 400 & Lotus Notes
  • ACT 2.5 & WMS
  • Shipping Systems (UPS, Fed-Ex, and DHL)
  • Sightline Software
  • Vanguard (ERP)
  • Salesforce & QuickBooks
  • E-Sargent (company internal inventory software)
  • VTC (company internal inventory software)
  • Stock Management (ERP)
  • Microsoft Office Suite (Excel, PowerPoint, and Outlook)
  • Pitney Bowes Paragon 2000 Mailing/Copy Machine
  • JDE (company internal inventory software)

Training

  • Wal-Mart Retail Link Training
  • Operating Systems and SPS Commerce Routing System, Sear Compound
  • EDI Training
  • Customer Loyalty Training Completed

Timeline

Customer Service Representative

Laticrete LLC.
07.2022 - 11.2023

Customer Service Representative

Etiwanda Logistics
11.2021 - 01.2022

Customer Service Representative

ShipMonk
07.2021 - 09.2021

Customer Care Representative II

Ventura Transfer Company
04.2019 - 04.2021

Customer Experience Lead

Exemplis
06.2017 - 07.2018

Inventory and Sales Analyst

Breville Group – Breville USA
11.2015 - 05.2017

Customer Service Specialist II

Sargent Aerospace & Defense
09.2013 - 10.2015

Customer Service Coordinator

JM Eagle
09.2009 - 01.2012

Bachelor of Science Criminal Justice Administration -

The University of Phoenix

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NICOLE JACKSON