Jessica Hord: Customer Service Manger & Systems Administrator in Monterey, CA

• Lead training and execution to create exceptional dealer and customer support. Acknowledged by Interbike nomination for Best Service to the Local Bike Shop and Best Brand Value to the Consumer. • Continuous management of the customer and sales support team including: recruiting, selecting, training, assigning, coaching, and counseling; communicating job expectations; monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. • Drive initiatives to continuously enhanced customer service policies, customer education, and warranty and repair policies. • Managed multiple system developments and integrations including manufacturing ERP system, pricing schedules, Zendesk for integrated customer service, Knowledgebase for customer and dealer education, Magento to ERP, and voice over IP phone system. • Created significant business efficiencies and enhancements including shipping coordination, manufacturing planning, production priorities, purchasing visibility and internal communication.

• Drive integration of marketing initiative across the organization including strategic programs in the field, supporting trade shows, events, rep training tools, new product launches, social media, and e-commerce management. • Manage all marketing and IT functions: business analytics, ERP integrations, collateral development, email campaigns, and budgeting. • Developed, executed and managed a successful Kickstarter campaign that exceeded funding goal by 262%. • Launched several customer and sales support initiatives that have increased sales, profitability, efficiencies and customer loyalty.

• Created and implemented marketing strategy for new products.? • Generated HR policies, congruent with CA Law, job descriptions, and hiring practices.? • Developed company guidelines, organizational protocol, customer service procedure, mission statement and company overview. • Responsible for all vendor and customer relations. ?Accountable for all day-to-day operations and long-term operations and long-term planning?.

• Extensive product research to fill requested orders • Completed and maintained order tracking database from request to delivery • Met sales targets set by managers and contributed to team targets

• Performed day-to-day store operations, specializing in implementing recruitment and human resources techniques • Supervised & interacted closely with staffing coordinator in charge of assigned hires as well as continuous follow up with onboarding. • Responsible for floor supervision including but not limited to customer service, staff and loss prevention • Enhanced customer relations by proactively and positively dealing with questions, comments and concerns

• Coordinated with universities and events throughout US in relation to targeted hires • Built extensive database on each event scheduled for each university • Executed pre-screening and/or final phone/face to face interviews for Management Trainee Program