JESSICA GUMMESEN
Manning
Summary
I am a driven professional determined to leverage my extensive customer service, organizational, and communication skills to achieve outstanding results for the company. With over 15+ years of experience and 8 years in a supervisory role, I possess strong interpersonal abilities and a proactive approach to learning and embracing new challenges and responsibilities.
I am proficient in Microsoft Word, Excel, and PowerPoint, as well as specialized software including Agrosoft, Cargill Ag, Impromptu, Salesforce, Crystal Reports, SAP, Marketlink. My exceptional time management skills and in-depth understanding of customer needs enable me to forge strong relationships with clients and colleagues. I am also skilled in coaching and mentoring customer service representatives to enhance team performance and drive success.
Overview
15
15
years of professional experience
Work History
Customer Service Supervisor
Cargill LTD
06.2018 - 01.2025
- Responsible for hiring, onboarding, and training new customer service representative
- Led a team of ten customer service representatives consistently achieving high customer satisfaction
- Led the Alberta customer service team (twenty-five employees) from 2018-2021, while my peer was away on medical leave
- Scheduled monthly one-on-one to ensure personalized development plans are in place and to foster growth and maximize performance
- Supportive growth and innovations with customers for ease of business
- Created and maintained customer service procedures, processes, KPIs, metrics, and performance goals
- Visit key farms
- Analyzing customer feedback via customer surveys to identify areas of improvement and create action plans to ensure positive outcomes
- De-escalating difficult customer situations with professional and timely communications
- Monitoring customer service interactions to ensure adherence to company standards
- Promoted a positive work environment through open communication channels, fostering team collaboration
- Collaborated with other departments and leaders to address customer concerns, improving overall service quality
- Enhanced team productivity through regular coaching, feedback, and performance evaluations
- Responsible for Mid-Year and Year-End Reviews
- Maintained up-to-date knowledge of company products and services, effectively communicating and training changes to the team
- Responded to customer inquiries and resolved complaints to establish trust and increase customer satisfaction
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training
- Actively supported locations by quickly responding to questions via phone, email, or teams and finding appropriate solutions timely
- Led regular customer service meetings to review upcoming process changes and refresher training
- Evaluated individual performance metrics to identify areas of improvement
- Developed training materials for new hires, ensuring consistent knowledge and skill development across the team
- Identified customer service trends to provide recommendations for process improvements.
- Created KPIs to increase customer retention
- Implemented effective scheduling to optimize staff coverage during peak seasons and minimize wait times for customers
Customer Service Coordinator / Representative
Cargill LTD
05.2014 - 06.2018
- Responsible for scheduling grain into McLennan, Rycroft and Camrose elevators
- Effective invoicing for chemicals, seeds, fertilizers, and Marketsense
- Training new customer service representatives
- Manage the office's outstanding payables to ensure timely payments
- Ensure all TCA, LTA, TSA, SSA, GPO’s, and contracts are entered and signed
- Follow up with customers about their credit status and discuss options for increasing their credit limits
- Efficiently managing and process payments for grain
- Unloading and loading of chemicals and Seed from Carriers and Producers into warehouse or delivery vehicle
- Reconciliation of PUDs
- Maintain and distribute weekly reports on unsigned grain, seed, chemical and fertilizer, credit monitoring, unpriced products, and open grain report
- Complete Bank Deposits
- Effectively addresses customer inquiries about grain and fertilizer movement, manages current bookings, and oversees credit and payment processes to ensure seamless service
- I successfully implemented our new ETF process and took the lead in training team members to ensure its effective adoption and execution
- Effectively managed all accounts receivable and accounts payable
- Member of the Cargill Cares committee
- Organize the Customer Appreciation BBQ
- Book venues for sales meetings
- Manage incoming calls
- Coordinated order processing, shipping, and delivery schedules to ensure timely delivery of products
- Developed product knowledge to provide informed recommendations
- Developed rapport with customers, leading to higher retention rates and positive feedback
- Maintained detailed records of customer’s accounts
- Collaborated with team members to develop best practices for consistent customer service delivery
- Provided coaching and mentoring to new hires, contributing to their successful integration into the tea
- Exceeded performance metrics consistently, earning recognition as a top performer within the Alberta Region
- Participated in training programs to enhance product knowledge and customer service
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs
- Developed highly empathetic customer relationships and earned a reputation for exceeding service standard goals
Customer Service Representative
Vison Credit Union
06.2013 - 05.2014
- Balancing the ATM daily
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required
- Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience
- Maintained strict adherence to compliance regulations, ensuring all transactions were accurately processed and documented
- Processed daily cash, depositing, transfers, wire transfers, withdrawals, new accounts, payment collection, balancing cash draws, setting up online banking transactions accurately while adhering to security protocols, minimizing risk exposure for the bank and its customers.
- Supported branch sales goals with effective cross-selling of banking products
- Provided training to new customer service representatives
- Improved customer experience by providing timely and accurate responses to inquiries about banking products and services
Customer Service and Investigation
Momentis
06.2012 - 11.2012
- Handled customer service escalations calls
- Investigated why energy enrollments would not start
- Investigated missing enrollments (Clear, DirecTv, Energy contracts and M-Mobile)
- Handle customer service care calls
- Trained fellow teammates on Just Energy Programs such as Rates and Terms of Conditions
- Team Lead
- Maintained and created the 'Customer and Independent Representative Spreadsheet'
- Responsible for organizing tours and meetings at head office
- Enhanced customer satisfaction by efficiently resolving complex issues and providing timely solutions.
Recovery, Retention and Sales Specialist
Just Energy Corporation
12.2010 - 06.2012
- Cross Trained for the New York, Ohio, Michigan, Alberta, Texas, Indiana, Pennsylvania and Ontario Markets
- Mastered the art of customer retention and recovery functions
- Dialed a plethora of recovery jobs which included: Switch Aversion Campaigns, Utility Reject Campaigns, Renewal Campaigns, Ad-hoc 24 campaigns, Just Clean Ontario
- Received full training on all Momentis programs offered in Alberta and Ontario
- Trained fellow teammates on all Momentis programs and rates in Alberta and Ontario
- Proficient knowledge in the Camelot Operating System
- Maintained and created the 'Customer and Independent Representative' spreadsheet
- Verified and was responsible for all Momentis Alberta Re-Affirmations
Customer Service Representative
Just Energy Corporation
09.2009 - 12.2010
- Provided Customer assistance in the Texas and Alberta markets
- Fully trained and qualified in customer inquiries on both ISTA and CSIS operating systems
- Responsible for enrolling customers on both inbound sales and FPRC enrollment
- Communicated professionally with independent contractors conducting FPRC enrollments
- Maintained and exceeded the expectation of 80% quality assurance credentials
Education
O.S.S.D -
Heart Lake Secondary School
Brampton, ON06.2008
Skills
- Problem-solving
- Critical thinking
- Active learning
- Customer service and care
- Time management
- Computer proficiency
- Multitasking and organization
- Team building
- Understanding customer needs
- Team leadership and Development
- Training and mentoring
- Scheduling
- Invoicing
- Office Administration
Timeline
Customer Service Supervisor
Cargill LTD
06.2018 - 01.2025
Customer Service Coordinator / Representative
Cargill LTD
05.2014 - 06.2018
Customer Service Representative
Vison Credit Union
06.2013 - 05.2014
Customer Service and Investigation
Momentis
06.2012 - 11.2012
Recovery, Retention and Sales Specialist
Just Energy Corporation
12.2010 - 06.2012
Customer Service Representative
Just Energy Corporation
09.2009 - 12.2010
O.S.S.D -
Heart Lake Secondary School
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