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Jen Held

CX Support Lead

Work experience

2021Current

CX Support Lead

Warby Parker
  • Provide and refine feedback and leadership skills by assisting the CX Training team in training new team members to become top notch CXAs.
  • Work with Associate Manager to start developing my own leadership voice and style.
  • Promote self-sufficient, resource driven behaviors in existing CXAs when questions arise.
  • Ensure above and beyond customer service through support of new and tenured team members in both leadership and CXA positions.
  • Provide ongoing Quality Assurance by measuring and scoring customer interactions.
  • Support the team in escalated and sensitive customer interactions by working with teammates from across the organization.
  • Participated in engagement across the organization to elevate my voice as a leader and develop my own leadership style.
  • Create space for open and candid conversation in team rooms and frame rooms and promote learning of LGBTQ issues.
20202021

Full Time CX Main

Warby Parker
  • Provided excellent customer service to Warby Parker customers through all interaction channels.
  • Assisted mentors and support leads by providing answers and education to teammates
  • Partnered with team mate to train for performance improvement in tone and provide feedback for future growth and goal setting.
  • Trained in HIPPA and PII guidelines for ensuring customer security and safety.
  • Trained new employees on messaging interactions.
  • Networked and interviewed with figures throughout company regarding the importance of people management at different levels of Warby Parker.
20172020

Distance Education Librarian

Bethel University Online Library
  • Wrote employee handbook for training and policy guidelines.
  • Sat on hiring committees.
  • Trained new and existing library employees on library usage, policies, and on success.
  • Trained new and existing students in library usage, goal setting, and academic success techniques.
  • Uphold FERPA policies for students and staff.
  • Assisted Learning Services Staff with creating goal setting and success measurement tools for students.
  • Provided training on library usage to students and faculty.
  • Reviewed library employee and student work for quality and provide recommendations for growth.
  • Membership on Orientation and Academic Integrity Teams.
20172020

Part Time CX Digital

Warby Parker
  • Trained in HIPPA and PII guidelines for ensuring customer security and safety.
  • Partnered with 2 PT Digital employees as a mentor in early stages of PT role.
  • Answered questions on team discussion boards.
  • Provided feedback to management on trends in CX interactions to maintain quality and ensure adherence to policy.
  • Provided excellent customer service to Warby Parker customers through digital interactions using CRM.
20152017

Floor Lead - American Water Works

GC Services
  • Acted as floor lead in call center, assisting employees with policy and actions.
  • Handled escalated customer interactions.
  • Trained new employees on tone, policies, and CRM usage.
  • Upheld company policy, HIPPA regulations, and PII regulations to ensure customer privacy was maintained and protected.
  • Barged with new employees on phone interactions.
  • Assisted work force management with placement of agents to manage workload and queues.
  • Managed 30 employees to coordinate schedules, provide new and ongoing training, goal setting, QA scoring, and guidance in customer services oriented settings.
20112015

Lead Page and Library Assistant

Boise Public Library
  • Facilitated training and goal setting for 2 employees.
  • Created goals of success for the Page position with daily, weekly, and monthly performance metrics.
  • Maintained organization of library.
  • Assisted in all other aspects of running the library and interacting with library patrons.

Education

20162019

Masters of Science in Information Science

University of Tennessee, Knoxville
  • Salutatorian 2018-2019
  • Academic Achievement Award, 2018-2019
  • Earth Experience Interactive Online Museum, 2017
  • Distance Student Representative, 2017-2018
20072011

Bachelors of Arts in History/Minor in Latin

Boise State University
  • Saint Ignacio Excellence in Research Award, 2010
  • Three Voices Basque History Project, Published in Boise Basque Museum 2010
  • Kappa Kappa Psi National Honorary Band Fraternity, 2007-2011, Historian 2008-2010