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Jeannie Fricke

    Customer focused concierge with over 5 years of experience in leadership roles. Detail-oriented, dependable, and motivated to grow and develop customer relationships. Service representative skilled in communication and collaboration for the best-in-class service. Strong history of managing a high-volume workload while meeting hard deadlines in a fast paced environment.

    Work experience

    2024-current

    General Motors-Reliance One 1700 Harmon RD one, Auburn Hills, MI 48326

    Supervisor
    Supervises the team by providing assistance and training in corresponding with Electric vehicle concerns and questions that customers may have.
    Acts as a “first contact” by responding to advisors in the chat forum.
    Assists Manager and Activities Coordinator with various administrative duties including but not limited to
    Evaluates customers calls to ensure the best quality of service is given by advisors. 
    Trains, supervises and disciplines concierge staff while ensuring agents are at their stations, logged onto their computers and phones and ready to assist guests.
    Ensure customers are given the double white glove experience. 
    2022-05present

    General Motors-Supplier Reliance One 1700 Harmon Rd one, Auburn Hills, MI 48326

    EV Concierge

    My current position change was being trained for Cadillac LYRIQ EV, HUMMER EV and BLAZER EV Concierge.

    Offering double white glove level service to internal and external customers ensuring that their experience at General Motors exceeds expectations

    Working with customers via chat and inbound/outbound phone calls to assist with a variety of issues (recall, order status, home install program, reimbursements, etc)

    Staying informed on processes, procedures, and product knowledge and proactively handling casework to ensure customer inquiries are progressing in a timely and satisfactory manner while eliminating the burden off the customer

    As a Team Captain I participate in peer call listening sessions, lead team engagement, and learning moments during weekly team meetings

    Meeting  and exceeding  set benchmarks for Q1 metric including: quality scores, average hold and after call work, messaging response rates, conversation duration, and back to queue rates

    2021-042022-03

    State of Missouri Unemployment 2846 MO-179 Jefferson City, MO 65109

    Call Center Representative

    Took customers calls and provided accurate, satisfactory answers to questions and concerns

    Reviewed claimant or employer accounts and provided the following information: claim filing, status updates, and follow up procedures 

    Provided other avenues for assistance (charitable) when unemployment benefits were denied or not an option as well as DE-escalation of situations involving dissatisfied claimants

    Guided callers through troubleshooting, and navigating the state website

    Helped to maintain a positive reputation of the company and the State of Missouri Unemployment Office

    Maintained proficiency in using personal computer, data entry terminal and other common office equipment software

    2016-092021-04

    Unilever Manufacturing 2900 Truman Blvd, Jefferson City, MO 65109

    Line Service Coordinator, Jefferson City, MO

    Oversaw an employee production line of 5 employees

    Ordered all components and coordinated with Compounding to ensure accuracy of labeling  and packaging

    07-201503-2016

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    Administrative Internship, Boonville, MO

    Handled administrative duties and worked to ensure the best customer experience. 

    Fielded phone calls to assist with insurance claims, scheduled appointments, and special projects

    Education

    01-201308-2015

    Associates of Business Management/Office Management

    State Fair Community College

    3201 West 16th StSedalia, MO 65302