Jen U.
Head of Customer Support at Healthrageous- Claim this Profile
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Topline Score
Bio
Kate Booth
I've worked with Jen Usellis over the course of 4+ years in several capacities and so it is my pleasure to commend her to anyone seeking a capable and passionate team member with my highest recommendation. In short: you would be a fool to pass by her application for any position she is interested in. As my colleague on the Customer Success team at Purchasing Platform, Jen was warm, motivated to help our startup grow, and passionate about contributing anything she had in her pocket to catapult the team and thus the company forward into deeper and more positive relationships with our customer and vendor accounts. We found her professional, approachable demeanor a delightful bonus to her invaluable experience and skillset earned while working with 2 successful startups prior. It was about a year later that she was promoted to creating a new function in our company which she would lead, called the Orders Success team. It was then I began to see the true horizon of her capabilities. Jen's endurance is remarkable. I'll never forget that she worked until the queue of processing orders (orders needing a resolution of some sort) was down to a level consistent with how many new orders were placed on a weekly basis. She single handedly defeated a backlog that had built over the course of about a year in the timespan of about a month! Soon after, she was promoted to being the manager of both the Orders AND Customer Success teams, meaning she also became my direct supervisor. During this time, she proved herself to be an empathetic boss to me. Someone who really listened to her team, and translated for her supervisors. The result was that her direct reports increased their capacity for performance, while feeling cared for and given room to grow during the best and worst events of our start up rollercoaster. She helped me transition into a new role at the company herself- it was partially through her efforts that I was allowed to leave customer service and accept my own promotion as our Corporate Trainer. During these most recent years, I've seen Jen continue to operate as a manager of two teams from another department within the company. Her capacity for organization, strategy, and process implementation are unparalleled in my experience with other managers from the past 10 years of my career. She asks the right questions and requests the right resources. ...Did I mention she is a delight to be around? Her sense of humor and perseverance in tough situations has gone a long way to get her colleagues and subordinates through to the other side. I cannot commend Jen Usellis enough! I recommend her to you and your company with the utmost respect and joy.
Wendy Tobin
I'm very pleased to recommend Jen Usellis. Jen and I worked together while serving as department heads at Purchasing Platform. She worked tirelessly to ensure customer satisfaction all while supporting her team and maintaining strong vendor relationships. Jen has a tremendous eye for detail, data and processes. She regularly analyzed data to identify vendors, product categories and SKU's that were most vulnerable and subsequently communicated her findings to the Account Management team to ensure this information would be effectively communicated to our customers. Jen leads by example. Her leadership style is warm, approachable and supportive. As a result, she built an incredible team that worked hard to support their overall goal of providing exemplary service. Jen is a true team player who constantly goes above and beyond to improve processes both internally and externally.
Kate Booth
I've worked with Jen Usellis over the course of 4+ years in several capacities and so it is my pleasure to commend her to anyone seeking a capable and passionate team member with my highest recommendation. In short: you would be a fool to pass by her application for any position she is interested in. As my colleague on the Customer Success team at Purchasing Platform, Jen was warm, motivated to help our startup grow, and passionate about contributing anything she had in her pocket to catapult the team and thus the company forward into deeper and more positive relationships with our customer and vendor accounts. We found her professional, approachable demeanor a delightful bonus to her invaluable experience and skillset earned while working with 2 successful startups prior. It was about a year later that she was promoted to creating a new function in our company which she would lead, called the Orders Success team. It was then I began to see the true horizon of her capabilities. Jen's endurance is remarkable. I'll never forget that she worked until the queue of processing orders (orders needing a resolution of some sort) was down to a level consistent with how many new orders were placed on a weekly basis. She single handedly defeated a backlog that had built over the course of about a year in the timespan of about a month! Soon after, she was promoted to being the manager of both the Orders AND Customer Success teams, meaning she also became my direct supervisor. During this time, she proved herself to be an empathetic boss to me. Someone who really listened to her team, and translated for her supervisors. The result was that her direct reports increased their capacity for performance, while feeling cared for and given room to grow during the best and worst events of our start up rollercoaster. She helped me transition into a new role at the company herself- it was partially through her efforts that I was allowed to leave customer service and accept my own promotion as our Corporate Trainer. During these most recent years, I've seen Jen continue to operate as a manager of two teams from another department within the company. Her capacity for organization, strategy, and process implementation are unparalleled in my experience with other managers from the past 10 years of my career. She asks the right questions and requests the right resources. ...Did I mention she is a delight to be around? Her sense of humor and perseverance in tough situations has gone a long way to get her colleagues and subordinates through to the other side. I cannot commend Jen Usellis enough! I recommend her to you and your company with the utmost respect and joy.
Wendy Tobin
I'm very pleased to recommend Jen Usellis. Jen and I worked together while serving as department heads at Purchasing Platform. She worked tirelessly to ensure customer satisfaction all while supporting her team and maintaining strong vendor relationships. Jen has a tremendous eye for detail, data and processes. She regularly analyzed data to identify vendors, product categories and SKU's that were most vulnerable and subsequently communicated her findings to the Account Management team to ensure this information would be effectively communicated to our customers. Jen leads by example. Her leadership style is warm, approachable and supportive. As a result, she built an incredible team that worked hard to support their overall goal of providing exemplary service. Jen is a true team player who constantly goes above and beyond to improve processes both internally and externally.
Kate Booth
I've worked with Jen Usellis over the course of 4+ years in several capacities and so it is my pleasure to commend her to anyone seeking a capable and passionate team member with my highest recommendation. In short: you would be a fool to pass by her application for any position she is interested in. As my colleague on the Customer Success team at Purchasing Platform, Jen was warm, motivated to help our startup grow, and passionate about contributing anything she had in her pocket to catapult the team and thus the company forward into deeper and more positive relationships with our customer and vendor accounts. We found her professional, approachable demeanor a delightful bonus to her invaluable experience and skillset earned while working with 2 successful startups prior. It was about a year later that she was promoted to creating a new function in our company which she would lead, called the Orders Success team. It was then I began to see the true horizon of her capabilities. Jen's endurance is remarkable. I'll never forget that she worked until the queue of processing orders (orders needing a resolution of some sort) was down to a level consistent with how many new orders were placed on a weekly basis. She single handedly defeated a backlog that had built over the course of about a year in the timespan of about a month! Soon after, she was promoted to being the manager of both the Orders AND Customer Success teams, meaning she also became my direct supervisor. During this time, she proved herself to be an empathetic boss to me. Someone who really listened to her team, and translated for her supervisors. The result was that her direct reports increased their capacity for performance, while feeling cared for and given room to grow during the best and worst events of our start up rollercoaster. She helped me transition into a new role at the company herself- it was partially through her efforts that I was allowed to leave customer service and accept my own promotion as our Corporate Trainer. During these most recent years, I've seen Jen continue to operate as a manager of two teams from another department within the company. Her capacity for organization, strategy, and process implementation are unparalleled in my experience with other managers from the past 10 years of my career. She asks the right questions and requests the right resources. ...Did I mention she is a delight to be around? Her sense of humor and perseverance in tough situations has gone a long way to get her colleagues and subordinates through to the other side. I cannot commend Jen Usellis enough! I recommend her to you and your company with the utmost respect and joy.
Wendy Tobin
I'm very pleased to recommend Jen Usellis. Jen and I worked together while serving as department heads at Purchasing Platform. She worked tirelessly to ensure customer satisfaction all while supporting her team and maintaining strong vendor relationships. Jen has a tremendous eye for detail, data and processes. She regularly analyzed data to identify vendors, product categories and SKU's that were most vulnerable and subsequently communicated her findings to the Account Management team to ensure this information would be effectively communicated to our customers. Jen leads by example. Her leadership style is warm, approachable and supportive. As a result, she built an incredible team that worked hard to support their overall goal of providing exemplary service. Jen is a true team player who constantly goes above and beyond to improve processes both internally and externally.
Kate Booth
I've worked with Jen Usellis over the course of 4+ years in several capacities and so it is my pleasure to commend her to anyone seeking a capable and passionate team member with my highest recommendation. In short: you would be a fool to pass by her application for any position she is interested in. As my colleague on the Customer Success team at Purchasing Platform, Jen was warm, motivated to help our startup grow, and passionate about contributing anything she had in her pocket to catapult the team and thus the company forward into deeper and more positive relationships with our customer and vendor accounts. We found her professional, approachable demeanor a delightful bonus to her invaluable experience and skillset earned while working with 2 successful startups prior. It was about a year later that she was promoted to creating a new function in our company which she would lead, called the Orders Success team. It was then I began to see the true horizon of her capabilities. Jen's endurance is remarkable. I'll never forget that she worked until the queue of processing orders (orders needing a resolution of some sort) was down to a level consistent with how many new orders were placed on a weekly basis. She single handedly defeated a backlog that had built over the course of about a year in the timespan of about a month! Soon after, she was promoted to being the manager of both the Orders AND Customer Success teams, meaning she also became my direct supervisor. During this time, she proved herself to be an empathetic boss to me. Someone who really listened to her team, and translated for her supervisors. The result was that her direct reports increased their capacity for performance, while feeling cared for and given room to grow during the best and worst events of our start up rollercoaster. She helped me transition into a new role at the company herself- it was partially through her efforts that I was allowed to leave customer service and accept my own promotion as our Corporate Trainer. During these most recent years, I've seen Jen continue to operate as a manager of two teams from another department within the company. Her capacity for organization, strategy, and process implementation are unparalleled in my experience with other managers from the past 10 years of my career. She asks the right questions and requests the right resources. ...Did I mention she is a delight to be around? Her sense of humor and perseverance in tough situations has gone a long way to get her colleagues and subordinates through to the other side. I cannot commend Jen Usellis enough! I recommend her to you and your company with the utmost respect and joy.
Wendy Tobin
I'm very pleased to recommend Jen Usellis. Jen and I worked together while serving as department heads at Purchasing Platform. She worked tirelessly to ensure customer satisfaction all while supporting her team and maintaining strong vendor relationships. Jen has a tremendous eye for detail, data and processes. She regularly analyzed data to identify vendors, product categories and SKU's that were most vulnerable and subsequently communicated her findings to the Account Management team to ensure this information would be effectively communicated to our customers. Jen leads by example. Her leadership style is warm, approachable and supportive. As a result, she built an incredible team that worked hard to support their overall goal of providing exemplary service. Jen is a true team player who constantly goes above and beyond to improve processes both internally and externally.
Experience
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Healthrageous
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United States
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Health, Wellness & Fitness
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1 - 100 Employee
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Head of Customer Support
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Jul 2022 - Present
Directly oversee customer service call center operations. Rebuilt FreshDesk Contact Center implementation and phone messaging reducing abandonment rate from 13% to under 2% in two months. Build and maintain support software workflows and SLAs within FreshDesk to maximize automation around incoming support tickets as well as tracking for support tool improvement requests - improved average ticket handling time from over 2 days to less than 90 minutes in 4 months. Develop and implement process improvements to increase team efficiency and effectiveness as business needs shift - created canned responses, implemented automated solution suggestions for reps, reviewed & updated Knowledge Base, implemented Shopify plugin for FreshDesk. Hub for internal escalations across multiple departments to insure customer satisfaction. Develop and implement process for handling negative reviews, substitution notifications, subscription cancellations, and bugs. Create and maintain dashboards and reports across department and leverage data for cross-functional collaboration on customer needs, vendor experience, and team needs. Show less
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Purchasing Platform, Inc.
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United States
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Technology, Information and Internet
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1 - 100 Employee
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Head of Customer Service & Order Success
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2020 - Jul 2022
Directly oversee customer service and order success operations.Guide team to manage a high-volume queue of support and order requestsImplemented Salesforce and then switched department to FreshDesk when the business needs changed with no disruption to service.Implemented Aircall phone system for the company (and am the "voice" of the phone system).Develop and execute support operations workflow, procedures, SLAs, metrics, and strategy.Build and maintain support software workflows and SLAs within FreshDesk to maximize automation around incoming support tickets.Created prioritization for requests according to type and business impact.Develop and implement process improvements to increase team efficiency and effectiveness as business needs shift.Collaborate regularly with Account Management, Product, Vendor Operations, and Strategic Purchasing teams to ensure effective support of our customers and products.Hub for internal escalations across multiple departments to insure customer satisfaction.Evaluate staffing plans and scheduling to ensure coverage during business hours.Maintain dashboards and reports across department and leverage data for cross-functional collaboration on vendor issues and customer needs. Show less
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Order Success Team Lead
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Jan 2018 - Jan 2020
Developed and executed process for proactive follow up on orders with vendors, customers, and our Buying Desk teams.Customer support via chat, email, and phone. Vendor management and order tracking. Follow up on invoices from vendors, entry into proprietary system. Account management duties - reaching out to infrequent users, first time users.
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Grubhub
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Technology, Information and Internet
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700 & Above Employee
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Data Ops Team Lead
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Mar 2014 - Dec 2015
Help oversee internal data entry and quality control teams for menu entry. Liaison with external data entry vendor as well as internal departments and restaurants to insure menu accuracy. Manage team queues and cases in Salesforce, prioritize daily tasks, and handle day-to-day issues with both full time and temporary staff. Assist with training of new team members. Build dashboards and reports to accurately track entry and quality of team for coaching and training purposes.
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Sales Fulfillment Specialist
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May 2009 - Mar 2014
Involved in smoothing out the lead to live onboarding process for new restaurants acting as a liaison between sales, account management, data teams, and the restaurant.Sales - *Review all new signups verifying they meet our legal department's requirements and make sure they are archived.*Do the first pass inspection of all menus accompanying those contracts for anticipating questions or missing information that our data entry team will need to create an awesome diner experience.*Contact restaurants and coordinate with sales on obtaining missing menu information.*Enter signups into our queue system within Salesforce and submitting all menus to the data vendor for processing.*Insure high level of accuracy for all account page information, direct deposit, delivery boundaries, and menu data before a restaurant is ready to go live on the site.*Assist with the Go Live process as needed.Account Management -*Handle signup review for winbacks, changes of ownerships, conversions, upsells, and any other type of thing they throw at me that might need a new contract.*Enter in all account data, direct deposit, and phone routing set up.Previous positions held - Data Entry Specialist, Information Coordinator Show less
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Board Member
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Dec 2010 - Jul 2012
Social Media, Actress, Gopher Social Media, Actress, Gopher
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Administrative Assistant
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Jul 2008 - Oct 2009
Implement QuickBooks for accounting and client billing. Follow-up on delinquent payments from customers. Create and launch a new website Create a client filing system to keep track of keys and pet information. Create and maintain a master calendar for all sitters. Implement QuickBooks for accounting and client billing. Follow-up on delinquent payments from customers. Create and launch a new website Create a client filing system to keep track of keys and pet information. Create and maintain a master calendar for all sitters.
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Potbelly Sandwich Works
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United States
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Restaurants
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700 & Above Employee
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Store Associate
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Apr 2008 - May 2009
In an effort to ditch corporate America for awhile, I worked part-time at Potbelly "makin' sammiches". I had more fun at work than I'd had in years! Potbelly's consistent focus on good customer service gave me a great outlet for my previous experience and I quickly adapted to all stations. When I left I was the primary delivery and pickup order expediter during our lunch rushes, working with our delivery drivers to make sure they had everything they needed and ensuring a great experience for our customers. Show less
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CEB, now Gartner
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Customer Support Manager
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Jul 2003 - Mar 2008
Manage Minneapolis helpdesk of 4 individuals and report to the Director of Customer Support based in Atlanta. Supported clients and applicants administering & taking tests in the proprietary Select2Perform system. Support legacy ePredix clients prior to and through their migration to the elect2Perform platform. Build and maintain reports on employee performance as well as customer issues to spot trends. Worked with executive level HR leadership at major corporations on implementation and support issues around their testing. I started at ePredix in July 2003 as the Front Desk Coordinator and in the spring of 2004 moved into the Customer Support department. I was promoted from a Customer Support Rep to a Senior Customer Support Rep at the beginning of 2006 which happened to coincide with the company's name change to PreVisor after the merger of PDRI, Qwiz & ePredix. Upon my manager's leaving in November 2006, I was promoted to the manager position. Show less
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ePredix
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Technology, Information and Internet
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Receptionist, Customer Support Rep
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2003 - 2006
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Receptionist
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Jun 2001 - Jun 2003
Only administrative assistant within our OmniDox branch. Handled general reception duties as well as dispatch, accounts receivable, accounts payable, invoicing, benefits administration, and administrative assistant duties for our Branch Manager, Sales team, and Copy Center Manager. Only administrative assistant within our OmniDox branch. Handled general reception duties as well as dispatch, accounts receivable, accounts payable, invoicing, benefits administration, and administrative assistant duties for our Branch Manager, Sales team, and Copy Center Manager.
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The National Theatre for Children
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United States
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Performing Arts
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1 - 100 Employee
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Touring Actor
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Aug 1999 - Dec 2000
Educational theatre tours in Wisconsin, Texas, Maine, and Minnesota to grade schools and middle schools. Worked with school administration for setup as well as handled troupe funds/expenses. Driving and navigating in rural areas in a pre-smartphone/GPS-in-every-car age. Acting in shows designed by our sponsors to teach kids about topics that included electrical safety, water conservation, and renewable energy & resources. Educational theatre tours in Wisconsin, Texas, Maine, and Minnesota to grade schools and middle schools. Worked with school administration for setup as well as handled troupe funds/expenses. Driving and navigating in rural areas in a pre-smartphone/GPS-in-every-car age. Acting in shows designed by our sponsors to teach kids about topics that included electrical safety, water conservation, and renewable energy & resources.
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Education
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1995 - 1999
Millikin University
BFA
Community
