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@jessicariksen
Ecommerce specialist focused on enhancing customer experiences and satisfaction.
NetherlandsAs 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.
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Work history, roles, and key accomplishments
Sonos BV
Jan 2021 - Present (4 years 10 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.
Apple
Jan 2018 - Present (7 years 10 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.
TTEC
Jan 2017 - Present (8 years 10 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.
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.
Degrees, certifications, and relevant coursework
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.
Software and tools used professionally
NetherlandsYou can contact Jessica and 90k+ other talented remote workers on Himalayas.
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