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Jessica Fernen
- Claim this Profile
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English -
- Customer Service
- Store Management
- Store Operations
- Retail
- Inventory Management
- Show all
Bio
Credentials
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Listening to Customers
LinkedInAug, 2019- Apr, 2026 -
Phone-Based Customer Service
LinkedInAug, 2019- Apr, 2026 -
Quality Standards in Customer Service [2016]
LinkedInJul, 2019- Apr, 2026 -
Rewarding Employee Performance
LinkedInJul, 2019- Apr, 2026 -
Customer Service: Preventing Turnover
LinkedInApr, 2019- Apr, 2026 -
Managing a Customer Contact Center
LinkedInMar, 2019- Apr, 2026
Experience
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Business Customer Service Specialist
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AT&T
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Bothell, WA
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Business Customer Service Specialist
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Feb 2016 - Present
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Bothell, WA
Sales and Service Operations eChats:-Receive incoming chats from representatives communicating with customers to make requested changes to Foundation Account (FAN) profiles for businesses and Authorized Users on individual accounts.-Work through contract acceptance agreement issues with reps chatting in.-Follow policies for account verification, authorization for FAN/account updates, and guidelines for how to implement requested changes.-Efficiently multitask between different systems to complete chat requests quickly and accurately. MRR (Manager Relief Representative):-Assisted team with questions in regards to incoming chats.-Continually reviewed myCSP (internal reference site) resolutions for updates and communicated any changes to Team Manager/team.HLA (High Level Adjustments):-Reviewed incoming cases for credit requests from consumer accounts.-Referred to myCSP resolutions to determine appropriate course of action for requests.-Reviewed accounts to accurately apply credits and determine if changes needed to be made to prevent future charges and credit requests.-When needed, reached out to submitting representative, or their manager, for more information.PBO (Premier Bulk Ordering):-Manually processed work assigned by team validators.-Worked cases that were submitted through automation and were not able to go through the system.-Various types of assignments include, but are not limited to:-Processing equipment orders, upgrades, activations, CTN changes, adding and removing features, resolve Port issues-Assisted other teams with rate plan changes and Business Account moves/migrations.
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Assistant Manager - Execution
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Apr 2015 - Jul 2015
*Executed floor set changes and maintained merchandising standards*Ensured all operational tasks and activities are adhered to*Support Store Manager in implementing changes, promotions, and training*Properly received and prepared freight*Maintained policies and procedures, including Loss Prevention and Safety Standards*Appropriately communicated messages among members of management and staff
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Retail Coverage Merchandiser
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May 2012 - Aug 2014
Maintained clients' presence in retail store by ordering in product for displays, stocking new product, and correcting on hand errors.
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Store Manager
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Jan 2008 - Mar 2012
Created a family friendly environment by hiring and training staff to excel at not only customer service, but sales as well. Worked with other store managers and district managers to generate ideas to increase revenue in our stores.
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Teller
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Jan 2000 - May 2002
Performed daily sales reconciliation, balanced stores daily funds, and maintained adequate funds for store operations.
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Education
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2013 - 2016Argosy University
Associate's degree, Business Administration and Management, General -
1992 - 1995
Mariner High School
Suggested Services
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Industry Focus. “Retail”
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