Jessica Robinson

Experienced customer service professional with several years of experience and readiness to take on any team need or customer challenge. Positive and upbeat communicator with highly organized nature and solid history of improving customer satisfaction and recapturing lost customers. Trained in regulations and best practices.

Address individual and trending customer issues with analytical and creative approaches by leveraging strong problem-solving abilities. Diligent in supporting diverse customers with routine and complex requirements to optimize support and boost company loyalty. Results-driven Customer Support Specialist with background in managing customer inquiries and complaints, troubleshooting technical issues, and maintaining high customer satisfaction levels.

Strengths include problem-solving skills, empathetic communication style, and adeptness at learning new technologies. Significant impact made in previous roles through improvement of support processes to streamline operations and enhance customer experiences.

Customer Support Specialist - Yamaha - Newnan, GA

(2023-03 - 2026-01)

• Assisted customers with product inquiries and technical support issues.
• Managed customer accounts and processed order changes efficiently.
• Documented customer interactions in the support ticketing system.
• Collaborated with engineering teams to resolve product-related concerns.
• Conducted follow-up calls to ensure customer satisfaction with resolutions.
• Documented customer correspondence in CRM to track requests, problems, and solutions.
• Responded to customer emails and phone calls promptly, courteously, and professionally.
• Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
• Recorded all customer interactions into the database system accurately and completely.
• Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
• Provided technical support to customers by responding to inquiries and resolving issues in a timely manner.
• Processed customer account changes with proprietary software.
• Prioritized workloads to meet customer needs and maintain established deadlines in fast-paced environment.

Customs Entry Specialist - DB Schenker - College Park, GA

(2019-12 - 2023-03)

• Responsible for entering all billing charges into system creating client billing packets.
• Monitor and release and follow up on all ABI / AMS research, communicate and resolve missing documentation issues.
• Review entry details and verify for compliance data related to calculation of duties.
• Participating Government agencies, trade agreement, prior notice.
• Facilitate the transmission and clearance of transfer of cargo.
• Validate account status or initiate account set up process when needed.
• Perform general clerical duties answering and directing phone calls, filling data entry and billing.
• Process over, short and damaged freight and related documentation for customer resolution.
• Ensures that all Export compliance and TSA regulation are met on each shipment.
• Processed shipping documents and ensured compliance with company standards.
• Managed inventory records using logistics management software for tracking.
• Assisted in preparing transport schedules for timely deliveries and pickups.
• Filed paperwork associated with daily operations including purchase orders and invoices.
• Verified accuracy of inventory levels in database and physical counts.
• Followed up on backorders to ensure timely delivery of goods to customers.
• Coordinated product returns with appropriate departments ensuring proper documentation is completed accurately.
• Answered customer inquiries regarding product availability, shipment status, and pricing.
• Ensured compliance with company policies and procedures relating to shipping and receiving processes.
• Managed customer accounts by updating contact information and tracking purchase history.
• Resolved customer complaints promptly and efficiently using problem-solving skills.
• Assisted with loading and unloading trucks for deliveries to customers or vendors.
• Performed data entry tasks such as entering customer information into the system.
• Compiled reports on daily order activity for management review purposes.
• Created shipping labels, invoices, and other documents related to the order fulfillment process.
• Received payment from customers via cash or credit card transactions.
• Transferred written information into databases to maintain consistent, accurate client records and project details.
• Organized and filed data in appropriate locations for easy access to essential information.
• Obtained scanned records and uploaded into company databases.
• Emailed completed documents to supervisors and co-workers to confirm accuracy.
• Translated written documentation and notes into emails and other types of correspondence.
• Researched and obtained further information for incomplete documents.
• Sifted through large quantities of data and accurately transferred necessary information to electronic spreadsheets.

Inventory Control Lead - Wayfair LLC - McDonough, GA

(2014-02 - 2019-12)

• Responsible for the integrity and accuracy of all inventories by performing daily audits and maintaining a comprehensive Cycle Count program.
• Maintain accurate inventory levels through daily and monthly cycle counts and annual year-end physical inventories.
• Own the entire life cycle of damaged, misplaced, or missing products from the time the exception is detected to the resolution of the issue.
• Collect bad status items, ticket the items, and then release the items back into the inventory once resolved.
• Track and report daily to upper management building capacity, building utilization, inventory accuracy and cycle count progress.
• Use Warehouse Management Software and Excel to sort through cycle count data.
• Operate Order Picker (Cherry Picker), Reach Trucks, and other industrial equipment.
• Attend virtual management meetings and network meetings relaying state of business and all pertinent information.
• Additional job duties as assigned.

Inventory Specialist Lead / Material Handler - Ryder - Atlanta, GA

(2009-10 - 2014-02)

• Organized company merchandise to ensure they were the accurate quantity and were met presentation standards.
• Performed cycle counting and invoice processing as well as utilized company software for inventory organization.
• Documented inventory of all products while unloading company trucks.
• Followed all warehouse safety regulations for the safety of all employees and customers.
• Received and checked incoming goods to ensure they were the accurate quantity, type, and quality.
• Verified all items were packaged in a timely manner in order to adhere to all shipping schedules.
• Utilized forklift and organized inventory and conducted cycle counting.
• Facilitated inventory Management and made sure all merchandise was met shipping requirements.
• Conducted quality assurance inspections on all merchandise to ensure that it was premium quality for all customers.
• Packaged and labeled products before they were dispatched.

Administrative Assistant - CED Construction - Newnan, GA

(2003-06 - 2009-09)

• Greeted clients and assisted them with basic application information along with facilitating the organization's internal company correspondence and data entry.
• Coordinated proper documentation of the classification of company files via iron mountain record management services and managed office inventory.
• Operated multi-line phone systems to inform customers of general company information and direct their concerns to the appropriate staff member.
• Operated software to effectively transcribe assigned documents.
• Reviewed all documentation for accuracy and completeness.

Diploma - South Atlanta High School