Jackie Sless
Toronto,ON
Summary
Results-driven Customer Experience Specialist with a strong background in customer communication and team collaboration. Expertise in training and onboarding, consistently exceeding KPIs while focusing on policy improvements to enhance customer satisfaction.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
HomeStars
11.2024 - Current
- Communicate with customers via email and inbound/outbound telephone support
- Consistently meet and exceed key performance indicators (KPIs)
- Train and onboard new employees through shadowing and reverse-shadowing sessions
- Contribute to the review and rewriting of customer service policy rules to improve clarity and efficiency
Customer Experience Specialist (Contract)
Canada Pooch
10.2023 - 01.2024
- Identified and assessed customers' needs to achieve satisfaction
- Communicated with customers via email and live chat
- Built sustainable relationships and trust with customers through open and interactive communication
- Provided accurate, valid and complete information by using the right methods/tools
- Handled customer complaints, provided appropriate solutions and alternatives within time limits; followed up to ensure resolution
Customer Experience & Operations Manager
Tsuki Market, Subsidiary of ReelSix Inc
11.2015 - 05.2023
- Communicated with customers by email, telephone and social media to provide information about products, shipping times, order cancellations, or to obtain details of complaints
- Resolved customers' service or billing complaints by arranging shipping returns, merchandise exchanges, or issuing refunds
- Continuously looked for opportunities to improve the customer experience; liaised with team members to implement changes
- Determined charges for services requested and arranged for billing/payment
- Packed, sealed, labeled, and affixed postage to prepare orders for shipping
- Conferred with production, sales, and carrier personnel to expedite or trace shipments
- Recorded shipment data, such as weight, charges, damages, or discrepancies, for accounting
Education
Advertising And Marketing Communications
Humber College Institute
Skills
Customer Service & Communication:
- Zendesk
- Hootsuite
- Slack
- Salesforce
E-Commerce & Shipping:
- Shopify
- Narvar
- Shipstation
- DesktopShipper
Marketing & Analytics:
- MailChimp
- Excel
Payment Processing:
- Braintree
- Stripe
Timeline
Customer Service Representative
HomeStars
11.2024 - Current
Customer Experience Specialist (Contract)
Canada Pooch
10.2023 - 01.2024
Customer Experience & Operations Manager
Tsuki Market, Subsidiary of ReelSix Inc
11.2015 - 05.2023
Advertising And Marketing Communications
Humber College Institute