Jalessa Potter
East Point,GA
Summary
Accomplished professional with a proven track record at State Farm and The United States Postal Service, excelling in roles that demand exceptional customer service and team management. An expert in process improvement and cross-functional teamwork, I've consistently driven productivity, and fostered positive work environments, while resolving conflicts and exceeding performance metrics. A fast learner with exceptional mentoring and training skills, I'm an asset to growth and morale. Recognized for outstanding communication skills and a goal-oriented approach, I bring both hard and soft skills to achieve operational excellence with measurable results.
Overview
12
12
years of professional experience
Work History
ECC - Care Center Specialist II
State Farm
08.2022 - Current
- Contributed to team success by sharing knowledge and expertise with colleagues, fostering an environment of collaboration and continuous improvement.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Learned new procedures with ease and efficiency.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Served as a liaison between agents and management, communicating effectively to address concerns or resolve issues quickly.
- Resolved complaints with empathy, resulting in increased agent satisfaction and praise reports to supervisor.
- Met and exceeded performance metrics consistently, earning recognition as a well rounded performer within the team.
- Maintained detailed records of agent interactions, ensuring proper follow-up and resolution of issues.
Postal Support Supervisor
United States Postal Sevice
09.2017 - 05.2022
- Dedicated postal professional with over 5 years of experience in operations management and team leadership.
- Established clear performance standards for support team of 15 representatives, resulting in improved accountability and measurable results.
- Proven ability to enhance productivity, streamline processes, and fostered positive work environment.
- Analyzed performance metrics to identify areas for improvement and implement targeted strategies.
- Implemented a knowledge management system to centralize information resources for easy access by the support team.
- Recognized for strong communication skills
- Collaborated with other departments to coordinate mail distribution and logistics, ensuring seamless operations and timely closeouts.
Postal Clerk
United States Postal Sevice
09.2012 - 09.2017
- Pioneered a pilot program to implement more effective processing techniques with measured results.
- Consistently met time deadlines even under high-pressure circumstances while maintaining a positive attitude amongst coworkers.
- Trained new employees on postal procedures, regulations, and company policies leading to a smoother onboarding process.
- Collaborated with team members to maintain a clean and organized work environment, promoting efficiency and safety.
- Monitored performance of junior team members and offered support.
Education
No Degree - Psychology
Clark Atlanta University
Atlanta, GAHigh School Diploma -
International Baccalaureate School For Global Educ
Queens, NY06-2006
Skills
- Time Management
- Cross-Functional Teamwork
- Performance Reviewing
- Training and Development
- Customer Service Expertise
- Process Improvement
- Resolution Driven
- Problem Solving Skills
- Excellent Written and Verbal Communication
- Goal-Oriented
Timeline
ECC - Care Center Specialist II
State Farm
08.2022 - Current
Postal Support Supervisor
United States Postal Sevice
09.2017 - 05.2022
Postal Clerk
United States Postal Sevice
09.2012 - 09.2017
No Degree - Psychology
Clark Atlanta University
High School Diploma -
International Baccalaureate School For Global Educ