Jillian M Townsend
Papillion
Summary
Achieved high customer satisfaction by effectively managing disputes from initiation to arbitration. Strengthened team performance through collaboration and shared objectives. Drove personal growth by seeking new challenges and opportunities for advancement.
Overview
32
32
years of professional experience
Work History
CUSTOMER CARE AGENT
FNBO
Omaha, Ne
03.2018 - Current
- Customer service and finding solutions for aspects of credit card requests, payment processing, filing complaints and general statement review.
DISPUTES INVESTIGATOR
FNBO
Omaha, Ne
11.2018 - Current
Trained new team members on customer service protocols. Assisted with daily case assignments and processed manual chargebacks for Visa and MasterCard. Supported compliance monitoring with accounting regulations. Handled supervisor calls and helped de-escalate customer complaints. Collaborated with team to meet departmental goals.
SPECIALTY ATL
Whole Foods Market
Omaha, Ne
03.2012 - 10.2016
- Customer service, Hiring, Cashiering, Microsoft Office, Schedule making, Ordering, General Accounting, training, store opening support.
COFFEE SPECIALIST
Whole Foods Market
Omaha, Ne
05.2007 - 08.2012
- Training new employees, maintaining budgets, buying goods, cleaning, Microsoft Office, general accounting, provided excellent customer service.
SERVER
TEXAS ROADHOUSE
Omaha, Ne
08.2006 - 02.2012
- Customer service, time management, food prep, and money handling.
MANAGER
Subway
Omaha, Ne
05.1994 - 04.2006
- The hiring and training of all employees including Managers and Assistant Managers. Customer service, money handling and reconciling. Writing schedules, calculating labor, and maintaining margins.
Education
Highschool Diploma - undefined
Central Christian High School
Omaha, Ne01.1998
Skills
- Facilitated effective communication between customers and service teams to resolve inquiries and issues
- Oversaw payment processing operations to optimize efficiency and accuracy Led initiatives to improve customer service related to payment transactions Coordinated with finance teams to ensure compliance with payment regulations
- Oversaw typing operations to enhance workflow efficiency and accuracy Championed initiatives to improve documentation processes, resulting in streamlined communication Fostered a collaborative environment that prioritized timely project completion
- Managed complaint resolution processes to enhance customer satisfaction and loyalty
- Utilized assertiveness to advocate for team needs and enhance project outcomes
- Facilitated escalation management to enhance customer satisfaction and operational efficiency
- Oversaw return and exchange processes to enhance customer satisfaction Coordinated with team members to streamline transaction workflows Managed inventory adjustments related to returns and exchanges
- Oversaw email communication strategies to optimize team collaboration and information dissemination Developed protocols for managing high volumes of correspondence to improve response times Facilitated training sessions on effective email management practices for team members
- Developed and implemented customer relationship management initiatives to foster loyalty and satisfaction
- Developed strategic partnerships to support organizational objectives and foster teamwork
- Facilitated first call resolution to enhance customer satisfaction and streamline support processes
- Oversaw customer engagement initiatives to strengthen relationships and loyalty Developed strategies to address customer feedback and improve service quality Led training sessions for staff to enhance customer interaction skills
- Led initiatives to develop comprehensive product education programs that improved team competency Oversaw the creation of training resources to facilitate understanding of product functionalities Coordinated with cross-functional teams to ensure alignment on product knowledge
- Streamlined custom order management operations to enhance efficiency and accuracy in order processing
- Led initiatives to create decision trees that enhanced data classification efforts Oversaw the integration of analytical tools to improve decision-making processes Coordinated with stakeholders to align project objectives with organizational goals
- Managed end-to-end order processing workflows to streamline delivery and enhance service efficiency
- Facilitated billing coordination efforts to streamline financial operations and enhance cash flow
- Oversaw customer service operations to improve response times and service quality Developed training programs for staff to enhance customer interaction skills Implemented strategies to elevate customer satisfaction and loyalty
- Implemented effective time management strategies to streamline workflow and meet deadlines
- Oversaw project timelines and resource allocation to optimize team performance Developed organizational strategies to streamline operations and improve efficiency Facilitated collaboration among team members to achieve project goals
- Oversaw customer interactions to ensure high-quality service and satisfaction Developed strategies to streamline support processes and enhance customer experience Trained team members on best practices for effective communication and problem resolution
- Enhanced team collaboration by employing active listening to understand diverse perspectives
- Led teams through dynamic project landscapes by fostering an adaptable culture Championed flexible strategies to address evolving client needs and project goals Cultivated an environment of innovation by encouraging team members to embrace change
- Championed effective communication strategies to enhance team collaboration and project outcomes Led initiatives to improve written documentation standards across departments Fostered an environment of open dialogue to address stakeholder concerns promptly
- Facilitated informed decision-making to support project objectives and team alignment
- Implemented solutions to address and resolve issues, ensuring seamless workflow
- Customer relations
CUST
- To whom it may concern
- In my 25 years working as a customer service employee, I have honed my skill-set and accomplished a great deal. My last position was working as a Disputes investigator at FNBO. I have spent five years working Mastercard and Visa disputes, from the first chargeback, all the way trough to Arbitration. I have excellent customer relationships and work well on a team to meet goals. I am very driven by new opportunities and challenges.
- I believe my experiences and track record make me an excellent fit for this opportunity. I have enclosed my resume for your consideration. Please feel free to contact me via phone or email at a time of your convenience to discuss my background as well as the requirements for the role.
- I am excited to find a new place to call home, where I can grow and thrive.
- Sincerely
- Jillian Townsend
- 402-660-3293
- Jillianmarietownsend@gmail.com
Timeline
DISPUTES INVESTIGATOR
FNBO
11.2018 - Current
CUSTOMER CARE AGENT
FNBO
03.2018 - Current
SPECIALTY ATL
Whole Foods Market
03.2012 - 10.2016
COFFEE SPECIALIST
Whole Foods Market
05.2007 - 08.2012
SERVER
TEXAS ROADHOUSE
08.2006 - 02.2012
MANAGER
Subway
05.1994 - 04.2006
Highschool Diploma - undefined
Central Christian High School