Jalessa Austin
Tuscaloosa,Alabama
Summary
Experienced Customer Service Representative with 3+ years of experience working in busy, fast-paced call center. Committed to providing prompt, quick and accurate service to large volume of incoming calls.
Overview
8
8
years of professional experience
Work History
Food Service Worker
Tattnall County High School
08.2020 - 12.2023
- Arranges food and beverage items in a serving line for the purpose of serving them to students and staff in an efficient manner
- Collects items to be processed (money, free and reduced meal applications, tickets) for the purpose of recording, reporting and/or sending on to other personnel
- Collects payments for food items from students and staff
- Cash, ID scan for the purpose of completing transactions and/or securing funds for food selection
- Inventories food, condiments, and supplies for the purpose of ensuring availability of items required for meeting projected menu requirements
- Maintains equipment, storage, food preparation and serving areas in a sanitary condition (cleaning and sanitizing steam tables, trays, counters, pots, pans, utensils) for the purpose of complying with current health standards and ensuring the safety of prepared foods
- Prepares food and beverage items for the purpose of meeting mandated nutritional and projected meal requirements.
Correctional Officer 2
Smith State Prison
05.2018 - 02.2020
- Reduced instances of contraband by thoroughly searching inmates, cells, and common areas.
- Collaborated with fellow officers to maintain a secure environment for staff, visitors, and inmates.
- Conducted efficient inmate transfers, adhering to strict security protocols while maintaining order and control throughout the process.
- Enhanced facility security by conducting regular inspections and addressing potential risks.
- Maintained inmate safety through vigilant monitoring of behavior and swift intervention during conflicts.
Certified Nursing Assistant
Tattnall Healthcare Center
08.2017 - 04.2018
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Performed accurate documentation of patient information according to established protocols for record-keeping purposes.
- Assisted nurses with wound care procedures ensuring proper healing processes took place.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
Customer Service Representative
Arise
01.2016 - 05.2017
- Resolve all customer complains in a manner consistent with company policy with customer satisfaction in mind
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Reduced call resolution time through efficient problem-solving and communication skills.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Responded to customer calls and emails to answer questions about products and services.
- Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
Education
Associates in general studies -
East georgia state college
05.2025
HS diploma -
Statesboro high school
05.2011
Skills
- Keyboarding
- Call Center Customer Service
- Microsoft Office Suite (Word, PowerPoint, Excel), Windows Proficient
- Conflict Resolution Techniques
- Data Entry
- Multitasking
- High Call Volume
- Account Updating
- Call Center Operations
- Call Management
- Escalation Management
- Complaint Resolution
- Telephone Etiquette
- Technical Troubleshooting
References
References available upon request.
Timeline
Food Service Worker
Tattnall County High School
08.2020 - 12.2023
Correctional Officer 2
Smith State Prison
05.2018 - 02.2020
Certified Nursing Assistant
Tattnall Healthcare Center
08.2017 - 04.2018
Customer Service Representative
Arise
01.2016 - 05.2017
Associates in general studies -
East georgia state college
HS diploma -
Statesboro high school
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