Jessica O'Sullivan

• Addressing inquiries and resolving issues related to shipments.
• Streamlining fulfillment processes for increased efficiency using warehouse management software.
• Coordinating closely with sales representatives to ensure seamless handoff of orders from initial placement through final delivery confirmation.
• Assisting in training new hires and across different teams on company procedures, promoting consistent performance standards across the department.

• Communicated with customers via phone, email and online chats.
• Reflected team performance in areas such as efficiency, work order completion, customer satisfaction, and issue resolution.
• Supported team members to drive growth and development.
• Prepared and evaluated KPI/CSAT reports to identify problems and areas for improvement.
• Communicated regularly with management to provide updates on overall team performance, customer feedback trends, and suggestions for ongoing improvements within the department.

Communication and client relations support for clients in the
Social Media sector. Addressing clients needs including message
development, media outreach and handling. Key projects include:

• Increasing client traffic via media outreach
• Message development and organization for clients
• Developing techniques for website traffic influx

• Managing time-sensitive emails and private messages via Zendesk, Shopify, Kickstarter and IndieGogo
• Providing technical support to users with the collaboration of the SmartHalo development team
• Issuing refunds and creating data based on customer feedback
• Collecting and forwarding product feedback to the appropriate teams
• Focusing on customer growth