Product Manager

• Oct 2023 - Present

Customer Service Supervisor

• Feb 2022 - Oct 2023

→ 10 direct reports → LEAN principles → SaaS → Proficient in Microsoft Teams, Outlook, Excel → Deescalation expert → Team Building → Trained new company integration on SOP and ERP system → Create SOP documents → Hiring process and onboarding new team members → Develop a career path for the Customer Service Dept. → Implemented quarterly knowledge checks for the Customer Service Dept. → KPI for CS team → Monthly 1:1 with direct reports → Implementation… Show more → 10 direct reports → LEAN principles → SaaS → Proficient in Microsoft Teams, Outlook, Excel → Deescalation expert → Team Building → Trained new company integration on SOP and ERP system → Create SOP documents → Hiring process and onboarding new team members → Develop a career path for the Customer Service Dept. → Implemented quarterly knowledge checks for the Customer Service Dept. → KPI for CS team → Monthly 1:1 with direct reports → Implementation and testing of a new phone and email system; 3CX → Implementation and testing of a new phone and email system; FreshDesk

Customer Service Lead

• Mar 2019 - Oct 2023

• Coach team members for success in a variety of methods; side by side observations, silent monitoring, facilitating peer to peer’s, post interaction quality assessments • Provide performance feedback • Provide in the moment support • Field agent questions • Weekly QA evaluations • Coach agents though escalations • Resolve customer escalations • Stay up to date with business and process changes; update team of these changes • Teach and share best practices • Assist… Show more • Coach team members for success in a variety of methods; side by side observations, silent monitoring, facilitating peer to peer’s, post interaction quality assessments • Provide performance feedback • Provide in the moment support • Field agent questions • Weekly QA evaluations • Coach agents though escalations • Resolve customer escalations • Stay up to date with business and process changes; update team of these changes • Teach and share best practices • Assist in conducting new hire interviews • Assist in new hire onboarding • Helped with the implementation and testing of new phone and email system, CXOne • Helped with the implementation and testing of new phone and email system, FreshWorks • Facilitate team incentives • Review CSAT scores; assign follow ups to team members – Follow up with the customer on any less than satisfied customer surveys • Schedule and lead team huddles multiple times a week • Monitor queue; follow up with team members who are in extended release • Assist in writing and presenting yearly reviews with agents • Maintain key JPPlus customer accounts • Use Lean principles: Go see, Ask why, Show respect • Event planning committee; Part of planning 2019 - 2022 JPPlus MN Holiday Party; Coordinator for JPPlus 2020 - 2023 MN Polar Plunge team

Customer Service Representative

• Mar 2018 - Oct 2023

• Omni channel call center agent; Phone/Email/Chat/Walk-in’s • Processing quotes and orders within S2K • Became a system expert in less than a years’ time • Followed up with customers with a sense of urgency • Tracking orders for customers • Work cross-departmentally • Stay up to date with business and process changes • Stay up to date with product knowledge • Maintained key accounts • Work open order report consistently • When issues arise, dig to root to… Show more • Omni channel call center agent; Phone/Email/Chat/Walk-in’s • Processing quotes and orders within S2K • Became a system expert in less than a years’ time • Followed up with customers with a sense of urgency • Tracking orders for customers • Work cross-departmentally • Stay up to date with business and process changes • Stay up to date with product knowledge • Maintained key accounts • Work open order report consistently • When issues arise, dig to root to find cause, work to find a solution • Collaborate well with the team as well as cross-departmentally • Meet and exceed metrics • Able to take on additional responsibilities while still being able to meet daily metrics

Customer Service Representative

• Sep 2016 - Mar 2018

• Manage top key accounts by phone and email • Process quotes and orders • Reading drawings/prints of many different parts • REACH, RoHS, Certificate of Compliance Certs • Work closely with art department and production • Follow customer’s orders through entire in-house process, start to finish. Keeping orders on track through production and updating customers’ with any changes • Follow up with customers’ who had not ordered in 3-6 month time • Manage top key accounts by phone and email • Process quotes and orders • Reading drawings/prints of many different parts • REACH, RoHS, Certificate of Compliance Certs • Work closely with art department and production • Follow customer’s orders through entire in-house process, start to finish. Keeping orders on track through production and updating customers’ with any changes • Follow up with customers’ who had not ordered in 3-6 month time

Quality Control Inspector

• May 2015 - Aug 2016

• Shipping and receiving • Highly detailed at all times • Inspecting incoming and outgoing shipments • Scheduling shipments with DHL, UPS, FedEx, local couriers • REACH, RoHS, Certificate of Compliance Certs • Filled in and helped pick orders when needed • Shipping and receiving • Highly detailed at all times • Inspecting incoming and outgoing shipments • Scheduling shipments with DHL, UPS, FedEx, local couriers • REACH, RoHS, Certificate of Compliance Certs • Filled in and helped pick orders when needed

Receptionist

• Jul 2001 - Jul 2006