FRANZEL KLINE L. JARDER
(- --SUMMARY OF QUALIFICATIONS
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5 years of customer service, project management and virtual assistance experience.
Proficient in Freshdesk, Zendesk, Shopify, Magento, ShipStation, Microsoft Office, Google Suites,
PayPal, Affirm, Stripe, Mollie, Lessonly, Asana and Trello.
EDUCATION
Liceo de Cagayan University: Bachelor of Arts Major in Communication
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2020
Was a Features Editor for the University’s Official liaison.
Invited as a keynote speaker for an inter-school forum, discussing communication efficiency during
disasters.
PROFESSIONAL RELEVANT EXPERIENCE
Customer Service Manager: Zugo Electric LLC - Austin, Texas USA (Remote)
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Led the customer service department for an EV company.
Handled a team of 8 customer service and sales associates.
Created customer specific workflows and processes.
Created Key Performance Index (KPIs) as measures of success.
Created weekly performance reports for the executive department.
Maintained an 97% Customer Satisfaction (CSAT) within the entire department.
Maintained a 96% Quality Score within the entire department.
Monitored ongoing projects and deliverables through Asana and Trello
Handled brand management, moderating the company’s presence across different internet
platforms like Yelp, YouTube, Reddit and other relevant social media platforms.
Created the risk operations sub-department that handled outstanding disputes and chargebacks.
Spearheaded several research projects, providing relevant data for various project engagements
that revolve around the customer journey and focused marketing.
Onboarded and trained new hires according to their department assignments through Lessonly.
Customer Service Specialist: Prestige Decanters - Louisville, Kentucky USA (Remote)
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2020 - 2022
2018 – 2020
Handled the company’s customer’s service department.
Created customer-specific processes.
Attended to customer concerns through Freshdesk and Olark
Answered fulfillment related inquiries by using Shopify and ShipStation
Handled administrative tasks such as catalog creation for the company’s products through Magento.
