Open to opportunities

Jessica Riksen

@jessicariksen

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Ecommerce specialist focused on enhancing customer experiences and satisfaction.

Netherlands

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What I'm looking for

I seek a role that values customer-centric approaches and offers growth opportunities.

As an experienced Ecommerce Experience Specialist, I have successfully managed the end-to-end customer journey at Sonos BV, ensuring a seamless and premium experience from product education to post-purchase assistance. My role involved driving customer conversion and revenue through proactive engagement, consistently exceeding KPI targets in revenue, conversion rates, and customer satisfaction.

My background also includes technical support at Apple, where I honed my skills in troubleshooting and customer relationship management. I thrive in dynamic environments, adapting quickly to new challenges while maintaining a strong focus on delivering high-quality service. My leadership experience at TTEC further strengthened my ability to manage teams effectively, ensuring adherence to performance standards and fostering a culture of continuous improvement.

Experience

Work history, roles, and key accomplishments

Ecommerce Experience Specialist

Sonos BV

Jan 2021 - Present (4 years 5 months)

Led the online and pre-sales customer experience, managing the end-to-end customer journey from product education to post-purchase assistance. Handled inbound inquiries via phone, email, and chat, ensuring high-quality service and acting as the primary point of contact for the outsourced team.

Customer Journey SLA Management Product Knowledge Post Purchase Resolution Logistics Coordination Finance Coordination Marketplace Management Documentation

Lead Agent (French)

TTEC

Jan 2017 - Present (8 years 5 months)

Supervised a team of customer service representatives, providing guidance, training, and support to ensure high performance and adherence to company policies. Monitored and evaluated team performance, providing feedback and coaching to improve service delivery and meet KPIs.

Team Leadership Performance Management Quality Assurance Process Improvement Cross Functional Collaboration Resource Management Customer Service

Bilingual Customer Service Representative

TTEC

Provided exceptional customer service by addressing inquiries, resolving complaints, and offering product information in both French and English across multiple channels. Demonstrated strong problem-solving skills by efficiently handling escalated cases and ensuring timely resolution.

Customer Support Product Knowledge Multitasking Cultural Sensitivity Customer Satisfaction Complaint Handling inquiry handling Problem Solving

Technical Support Advisor

Apple

Jan 2018 - Present (7 years 5 months)

Provided high-quality technical support via phone, email, and chat, focusing on customer satisfaction and comprehensive issue resolution. Utilized technical expertise in iOS, smartphones, tablets, and PCs/Macs to troubleshoot and resolve customer issues efficiently.

Technical Support Customer Satisfaction Tablet Troubleshooting Team Collaboration

Education

Degrees, certifications, and relevant coursework

Shangri-La Academy

IEB Matric Certificate, General Studies

Obtained the IEB Matric Certificate from Shangri-La Academy in Johannesburg, South Africa. This certificate signifies the completion of secondary education.