Nastassia Jefferson
Reading
Summary
Client Success and Customer Experience professional with 10+ years of experience managing client relationships, resolving complex operational issues, and collaborating cross-functionally to deliver measurable outcomes. Proven ability to serve as a trusted partner to customers by aligning solutions with business needs, improving processes, and ensuring high levels of customer satisfaction and retention. Experienced with CRM systems, operational reporting, and logistics coordination.
Overview
16
16
years of professional experience
Work History
Customer Service Representative - Administration Department
Americold Logistics
06.2023 - Current
- Provide exceptional customer service by addressing inquiries related to orders, shipments, and inventory counts while ensuring professionalism and accuracy.
- Facilitate and produce work order documentation guaranteeing that all special requests and expedited orders align with operational timelines.
- Serve as primary liaison among customers, warehouse teams, and office departments to facilitate account administration, invoicing, and credit adjustments.
- Administer order tracking, refresh load reports, and confirm computer-generated invoices for data integrity and accurate billing in I3PL/Manual Billing.
- Analyze and resolve complex issues including refused deliveries, overages, shortages, and damages (OS&D), ensuring prompt corrective action.
- Schedule and coordinate customer loads to optimize delivery timelines and warehouse capacity in WMS software.
- Advocate for customer needs in product planning and innovation discussions.
- Demonstrate a commitment to professional development by learning and improving Spanish fluency to enhance communication with bilingual customers and team members.
Order Processing Specialist
Polyconcept North America
01.2022 - 03.2023
- Process and validate customer orders, ensuring accuracy in pricing, inventory, shipping, and artwork.
- Respond to customer inquiries via phone and email regarding order status, customization options, and shipping details.
- Collaborate cross-functionally with sales, operations, and design teams to ensure on-time fulfillment and customer satisfaction.
- Monitor and manage inbound queues to resolve customer issues promptly and professionally.
- Guide customers through artwork approvals, customization limitations, and virtual previews using Adobe Illustrator.
- Monitored and tracked inventory to achieve prompt order fulfillment.
Small Business Specialist
Santander Bank US
06.2013 - 05.2021
- Facilitated high-quality service for business clients through guidance on banking products and resolution of account issues.
- Coordinated interactions between clients and departments to streamline service delivery and address discrepancies.
- Managed refinancing processes and account modifications with third-party organizations, guaranteeing smooth transactions.
- Managed accurate customer records enabling processing of incoming wire transfers
- Championed integration of account number data and account notes into prototype system for automating bulk line of credit removals, decreasing operational costs by 20% and improving processing accuracy by 80%.
Customer Service Representative
Santander Bank US
01.2010 - 06.2013
- Directed over 50 daily calls for inquiry resolution, issue management, and upselling appropriate financial solutions.
- Supervised account openings, handled customer disputes, and executed routine account maintenance.
- Delivered exceptional service by anticipating customer needs and providing proactive solutions.
- Responded to customer requests for products, services, and company information.
Education
Associate of Arts - Visual Communications
Lehigh Valley College
Center Valley, PA01-2004
High School Diploma - undefined
Reading High School
Reading, PA01-2002
Skills
- Customer Support & Relationship Building
- Telephone Etiquette & Professional Communication
- Order Processing & Fulfillment
- CRM & Data Entry Systems
- Problem Resolution & Conflict Management
- Microsoft Office 365
- Email & Live Chat Support
- Adobe Creative Suite (Basic Artwork Handling)
- Logistics Coordination & Order Lifecycle Management
- I3PL(Manual Billing Services)
- Open Dock (Appointment Entry)
Additional Information
Cross-trained and supported multiple departments to improve workflow and customer service., Recognized for implementing improvements to customer service processes and training junior team members., Adept with PC and Mac platforms, CRM tools, and email systems.
Languages
Spanish
Limited Working
Interests
- Drawing and Painting
- Creating digital artwork using software like Photoshop, Illustrator, or Procreate
- Photography
- Creative Writing
- I have a passion for photography and editing photos
- Music
- Enjoying the art of baking and pastry-making, experimenting with recipes
- Cooking
- I enjoy cooking for friends and family gatherings
- Digital Art and Animation
- Coding and Programming
- Running
- Gardening
- Enjoy hobbies that combine physical activity with outdoor exploration
Timeline
Customer Service Representative - Administration Department
Americold Logistics
06.2023 - Current
Order Processing Specialist
Polyconcept North America
01.2022 - 03.2023
Small Business Specialist
Santander Bank US
06.2013 - 05.2021
Customer Service Representative
Santander Bank US
01.2010 - 06.2013
High School Diploma - undefined
Reading High School
Associate of Arts - Visual Communications
Lehigh Valley College