Jenna Callahan
Jefferson City,MO
Summary
Dedicated professional with strong customer service and administrative support skills. Consistently enhances customer satisfaction through effective communication and efficient data management, contributing to team success and operational efficiency.
Overview
15
15
years of professional experience
Work History
Representative
US Tech Solutions/CVS Caremark
Jefferson City, Missouri
11.2025 - Current
- Provided excellent customer service by addressing inquiries and resolving issues promptly.
- Managed high volume of inbound calls while maintaining professional communication standards.
- Utilized CRM software to document customer interactions and track inquiries effectively.
- Communicated effectively with departments to clarify data discrepancies.
- Reviewed documents for completeness and accuracy before entry.
- Entered data accurately into company database systems daily.
- Verified accuracy and completeness of data entry into the database system.
- Updated existing records with new or revised information as needed.
- Collaborated with team members to streamline processes and improve call handling efficiency.
- Collaborated with team members to streamline data entry processes.
- Utilized spreadsheet software to manage and track data efficiently.
CCSR
Activus Solutions
Jefferson City, MO
09.2025 - 10.2025
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Identified needs of customers promptly and efficiently.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Completed day-to-day duties accurately and efficiently.
Tax Associate
TurboTax
Jefferson City, Missouri
01.2025 - 07.2025
- Utilized TurboTax software to streamline tax preparation processes.
- Assisted clients in understanding tax obligations and filing requirements.
- Collaborated with team members to resolve complex tax issues effectively.
- Educated clients on potential deductions and credits available to them.
- Provided technical support in the form of troubleshooting both electronic and mechanical problems related to electricians work scope.
- Performed troubleshooting of any issues related to Oracle Database server or applications accessing it.
- Assisted customers with inquiries through live chat platform.
- Resolved technical issues related to company software and services.
- Documented customer interactions in the support ticketing system.
Customer Service Representative
TTEC
Jefferson City, Missouri
11.2024 - 07.2025
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with inquiries and resolved issues efficiently.
- Handled escalated calls and managed challenging customer situations effectively.
- Utilized CRM software to track customer interactions and maintain records.
- Provided product information and guidance to enhance customer experience.
- Maintained a positive attitude while addressing customer needs promptly.
- Collaborated with team members to improve service delivery processes.
- Participated in training sessions to stay updated on product offerings.
- Completed day-to-day duties accurately and efficiently.
Advisor
01.2023 - 07.2024
- Maintained strict confidentiality of all client information in compliance with industry regulations.
- Developed strong relationships with clients through regular communication and excellent customer service.
- Participated in ongoing professional development opportunities to stay current with industry trends and best practices.
- Completed administrative tasks such as filing paperwork or organizing digital documents related to customer interactions.
- Collaborated with other departments to ensure prompt resolution of customer concerns.
- Resolved product or service issues by clarifying customer complaints and offering appropriate solutions.
- Provided accurate information about products and services to customers.
- Followed up on unresolved cases to keep customers informed of progress towards solution.
- Conducted outbound calls to follow up on previous purchases or provide additional support if necessary.
- Managed difficult customer situations with professionalism and empathy.
- Processed orders, prepared correspondences, and completed required documentation.
- Offered personalized recommendations based on customer preferences or past purchase history.
- Contributed to team effort by meeting performance goals and assisting colleagues when needed.
- Maintained customer records by updating account information in database.
- Analyzed customer feedback to identify trends and suggested improvements for business.
- Answered customer inquiries via phone, email, and chat.
- Escalated issues that could not be resolved independently to supervisors or managers for further assistance.
- Utilized various software programs such as CRM systems, order management tools, and communication platforms effectively.
- Assisted customers in navigating company website or application during support interactions.
- Gathered and verified required customer information for tracking purposes.
Secretary
Midwest Moving and Delivery
Jefferson City, MO
11.2017 - 01.2023
- Established office procedures, priorities, and deadlines.
- Used scanner, printer and common office IT equipment.
- Managed calendars, updated staff schedules and booked travel plans.
- Operated photocopier and distributed document copies to relevant staff.
- Developed positive customer relations with new clients and customers.
- Fielded incoming calls and took detailed messages.
- Uphold strict confidentiality of sensitive information.
- Maintained advanced knowledge of Microsoft Office and common office software.
- Reorganized filing systems for better efficiency and more streamlined processes.
- Drafted professional correspondence such as letters, emails, memos on behalf of management.
- Processed incoming mail by opening envelopes sorting them according to their priority level; distributed accordingly amongst individual employees or departments within organization.
- Maintained up-to-date contact lists for clients, vendors, and other stakeholders.
- Answered phone calls and directed them to appropriate departments or personnel.
- Coordinated travel arrangements for executives and staff members, including booking flights, accommodations, and transportation.
- Kept office equipment stocked, operational and ready for use.
- Organized and maintained filing systems for important documents.
- Managed office inventory by tracking supplies levels and placing orders as necessary.
- Scheduled appointments, meetings, and conferences for management team members.
Text Chat Operator
Tfonia
Jefferson City, MO
02.2016 - 11.2017
- Kept records of customer interactions or transactions, recording details of inquiries and actions taken.
- Updated records with details of customer interactions and transactions.
- Gathered and verified required customer information for tracking purposes.
- Determined charges for services requested, collected deposits and payments, or arranged for billing.
- Resolved customers' service or billing complaints by exchanging merchandise, refunding money or adjusting bills.
Visual Merchandising Manager
Maurices
Jefferson City, MO
05.2012 - 11.2015
- Iterated ideas and concepts in collaboration with marketing and retail personnel.
- Tested visuals and compared results to optimize plans.
- Oversaw inventory management process to keep stockroom organized and maintain accurate records.
- Drove sales with visually-compelling displays and product merchandising strategies.
- Coordinated strategy deployment by working with brand managers, marketing and design teams.
- Designed and implemented planograms for new merchandise launches and seasonal changes.
- Improved store visual merchandising plans based on new product changes, industry trends and competitor activities.
- Adjusted displays for new product promotions and special offerings.
- Modeled techniques and coached merchandise handlers on how to uphold visual standards.
- Provided support during store openings or renovations by overseeing installation of new fixtures or displays.
- Created visually appealing window displays that attracted customers and increased foot traffic.
- Reviewed store layouts to identify areas for improvement in space utilization, flow, and customer experience.
- Developed and executed visual merchandising strategies to drive store sales.
- Trained and managed team of visual merchandisers, monitoring performance and providing feedback.
- Adapted brand plans to incorporate new promotional initiatives, strategic positioning and target audience.
- Analyzed customer behavior patterns to optimize product placement within stores.
Sales Associate
Buckle
Jefferson City, MO
05.2011 - 05.2012
- Communicated effectively with supervisors regarding daily tasks and priorities.
- Actively listened to customer concerns, addressing issues promptly and professionally.
- Assisted customers in finding suitable products according to their needs.
- Replenished stock levels on shelves as needed during business hours.
- Attended regular staff meetings to discuss sales strategies, goals, and performance updates.
- Conducted product demonstrations to showcase features and benefits.
- Built rapport with customers by offering friendly, welcoming environment in store.
- Maintained clean and organized sales floor for optimal shopping experience.
- Collaborated with team members to achieve monthly sales targets.
- Acquired extensive knowledge of products and services offered at store.
- Handled cash register transactions efficiently and accurately.
- Promoted current sales promotions and special offers to increase revenue.
- Offered personalized styling advice based on customer preferences.
- Monitored fitting rooms ensuring customers received assistance when required.
- Created eye-catching merchandise displays to attract customer attention.
- Stayed informed about industry trends and competitor offerings for better client engagement.
- Processed returns, exchanges, and refunds in accordance with company policies.
- Resolved customer complaints diplomatically to ensure satisfaction and maintain positive brand image.
- Kept store shelves, racks and bins presentable with resets.
- Drove sales success by building displays and merchandising products.
- Minimized store thefts through strategic monitoring and customer observation.
- Replenished supplies by monitoring and sourcing inventory.
- Checked returned product condition before processing refunds.
- Met sales quotas by utilizing upselling opportunities.
- Removed dust and dirt from items, regularly cleaning store.
- Maintained customer satisfaction, quickly resolving issues and offering expert assistance.
Education
High School Diploma -
Jefferson City High School
Jefferson City, MO02-2008
Skills
- Data Interpretation
- Client Engagement
- Relationship Building
- Compliance requirements
- Research abilities
- Crisis Intervention
- Data entry
- CRM software
- Document review
- Spreadsheet management
- Customer service
- Communication skills
- Attention to detail
- Technical support
- Systems and software expertise
Languages
- English, Native
- Latin, Intermediate
- Spanish, Conversational
- French, Conversational
Timeline
Representative
US Tech Solutions/CVS Caremark
11.2025 - Current
CCSR
Activus Solutions
09.2025 - 10.2025
Tax Associate
TurboTax
01.2025 - 07.2025
Customer Service Representative
TTEC
11.2024 - 07.2025
Advisor
01.2023 - 07.2024
Secretary
Midwest Moving and Delivery
11.2017 - 01.2023
Text Chat Operator
Tfonia
02.2016 - 11.2017
Visual Merchandising Manager
Maurices
05.2012 - 11.2015
Sales Associate
Buckle
05.2011 - 05.2012
High School Diploma -
Jefferson City High School