Zendesk
Jessica Elledge
Salem,OR
Summary
Results-driven professional with a proven track record at Whisker, excelling in customer engagement and issue resolution. Skilled in using Dixa, Zendesk, and Salesforce to optimize support operations and enhance customer satisfaction. Known for driving process improvements that boost service quality and sales. Experienced in coaching teams and consistently exceeding performance targets.
Overview
15
15
years of professional experience
Work History
Retail Partner Specialist
Whisker
05.2024 - Current
- Cultivated positive interactions with customers and retail partners via phone, email, and live chat.
- Resolved post-order concerns efficiently, encompassing returns, replacements, refunds, and delivery tracking.
- Resolved customer issues through professional communication strategies.
- Exceeded expectations across targets for issue resolution and process optimization.
- Implemented process improvements through effective teamwork.
Email Product Specialist
Whisker
01.2023 - 05.2024
- Diagnosed and resolved system issues across diverse platforms remotely.
- Optimized customer satisfaction by escalating unresolved cases to higher authority.
- Executed consistent follow-ups, ensuring adherence to improved processes and service quality.
Consumer Insights Intern
Whisker
10.2023 - 02.2024
- Handled demanding support tasks efficiently while fostering strong client relationships.
- Facilitated service issue resolution, driving customer retention improvement.
- Recognized trends in customer requests, leading to the implementation of solutions that improved service standards.
Customer Support Specialist
RevenueWell
05.2022 - 09.2022
- Delivered exceptional service in high-volume customer support.
- Addressed product and service problems, enhancing customer loyalty.
- Analyzed customer inquiry patterns to address recurring issues efficiently.
Provider Customer Service
Cambia Health Solutions/Regence Blue Cross Blue Shield
07.2021 - 01.2022
- Achieved performance benchmarks by ensuring provider satisfaction.
- Resolved issues by implementing appropriate corrective actions.
- Facilitated seamless operations through effective coordination with supervisors, staff, and providers.
- Clarified benefits, claims procedures, and grievance processes to enhance understanding among providers and staff.
Independent Contractor
Self Employed
04.2018 - 07.2021
- Oversaw precise incoming order handling.
- Guided small businesses towards improved sales outcomes and superior client interactions.
- Oversaw communication with clients about changes in orders, item substitutions, and availability of vendors.
- Enforced delivery timelines to guarantee on-time order fulfillment.
Barista
Starbucks
06.2016 - 04.2018
- Executed opening procedures and ensured smooth shift transitions for operational efficiency.
- Created a hospitable atmosphere by engaging with customers during high-traffic periods.
- Crafted a variety of hot and cold beverages, meeting diverse customer preferences.
- Managed cleanliness to maintain a welcoming environment.
Special Travel Agent Relations
Royal Caribbean Cruises
08.2011 - 05.2016
- Acted as liaison between top travel agencies and guest relations, optimizing interaction and service efficiency.
- Drafted and presented biweekly updates to travel agencies.
- Managed inventory across cabins, flights, hotels, transfers for accurate group bookings.
- Consistently exceeded performance goals, resulting in yearly promotions.
Quality Assurance Supervisor
Fusion, Contact Centers
01.2010 - 06.2011
- Directed supervision of a QA team, focusing on oversight of support agent performance.
- Streamlined operational processes through effective mentoring and quality checks.
- Designed resources to facilitate effective integration of quality assurance standards.
- Prepared detailed reports to enhance performance alignment.
Education
Associate of Applied Science - Business Technology Management/Marketing
Rogue Community College
Oregon04.2026
Skills
- Professional Correspondence
- Dixa Platform Expertise
- Zendesk Support Management
- Identifying Customer Requirements
- Enthusiastic Demeanor
- Sales Enhancement Skills
- Service Excellence
- Strong Organizational Abilities
- Appointment Management
- Employee Coaching
- Issue Resolution Expertise
- Account management
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteHybridImportant To Me
Career advancementWork-life balanceCompany CultureWork from home optionHealthcare benefitsPersonal development programs401k match4-day work weekFlexible work hoursPaid time offStock Options / Equity / Profit SharingPaid sick leaveTeam Building / Company RetreatsQuote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Software
Dixa
Salesforce
GUI
Interests
Hiking
Travel
Theatre
Crafts
Painting
Self-Development
Languages
English
Native language
Spanish
Elementary (A2)
A2
Timeline
Retail Partner Specialist
Whisker
05.2024 - Current
Consumer Insights Intern
Whisker
10.2023 - 02.2024
Email Product Specialist
Whisker
01.2023 - 05.2024
Customer Support Specialist
RevenueWell
05.2022 - 09.2022
Provider Customer Service
Cambia Health Solutions/Regence Blue Cross Blue Shield
07.2021 - 01.2022
Independent Contractor
Self Employed
04.2018 - 07.2021
Barista
Starbucks
06.2016 - 04.2018
Special Travel Agent Relations
Royal Caribbean Cruises
08.2011 - 05.2016
Quality Assurance Supervisor
Fusion, Contact Centers
01.2010 - 06.2011
Associate of Applied Science - Business Technology Management/Marketing
Rogue Community College
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