Summary
Overview
Work History
Education
Skills
Timeline
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Jermasa Dees

St. Louis,MO

Summary

Seeking a Customer Service role, bringing 11 years of experience in operational efficiency, customer service, and financial management. Skilled in resolving technical issues and optimizing resource allocation; adept at ensuring customer satisfaction in remote and part-time capacities. Proven track record in strategic growth and productivity enhancement.

Overview

13
13
years of professional experience

Work History

Production Supervisor

Fazio's Bakery
02.2021 - 09.2021
  • Streamlined operational procedures, enhancing staff productivity and operational efficiency
  • Developed and executed business growth strategies, contributing to an increase in overall revenue
  • Conducted comprehensive financial analysis and implemented budget management practices to optimize resource allocation.
  • Resolved issues quickly to maintain productivity goals.
  • Oversaw employee training initiatives to ensure all team members were proficient in company procedures, safety regulations, and job-specific tasks.
  • Implemented safety protocols and conducted regular audits, achieving a reduction in workplace accidents and incidents.

General Manager / Lead Baker

Sweet Art Bakery
07.2014 - 12.2020
  • Directed daily operations, enhanced strategic growth initiatives, and conducted comprehensive training for management and staff to optimize productivity
  • Crafted and administered budgets, leading to measurable improvements in revenue and financial performance
  • Executed thorough analysis of accounting and financial data, enabling informed decision-making and identification of expansion opportunities.
  • Managed a diverse team of professionals, fostering a positive work environment and high employee satisfaction.
  • Formulated policies and procedures to streamline operations.

Customer Service Representative

Asurion Corp
04.2015 - 05.2018
  • Resolved technical hardware and software issues through diagnostic techniques and pertinent resource utilization
  • Delivered prompt and accurate responses to customer inquiries, ensuring a high level of satisfaction and support.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Community Living Instructor

Easter Seals Midwest
02.2012 - 02.2015
  • Provided comprehensive support in daily living tasks, including medication administration and hygiene maintenance, fostering client independence and well-being
  • Managed financial responsibilities for clients and meticulously documented progress towards personal objectives, ensuring accountability and goal attainment.
  • Coordinated transportation services for clients attending medical appointments or participating in community-based activities outside their residence.
  • Utilized active listening skills when communicating with clients to better understand concerns and provided reassurance and support.

Customer Service Representative

Kelly Services
08.2008 - 09.2010
  • Resolved client inquiries, contributing to enhanced customer retention through proficient handling of service orders and in-depth knowledge of company offerings
  • Tailored recommendations to individual customer needs, facilitating purchases of telecommunications products and services.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.

Education

Some college -

Skills

  • Pastry Chef
  • Baking
  • Telemarketing
  • Employee Evaluation
  • Time Management
  • Restaurant Experience
  • Management
  • VoIP
  • Computer Networking
  • Technical Support
  • Supervising Experience
  • Dispatch Experience
  • Communication Skills
  • Multitasking
  • Quality Control
  • Training and mentoring
  • Schedule Management
  • Production and processing
  • Manufacturing

Timeline

Production Supervisor

Fazio's Bakery
02.2021 - 09.2021

Customer Service Representative

Asurion Corp
04.2015 - 05.2018

General Manager / Lead Baker

Sweet Art Bakery
07.2014 - 12.2020

Community Living Instructor

Easter Seals Midwest
02.2012 - 02.2015

Customer Service Representative

Kelly Services
08.2008 - 09.2010

Some college -

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Jermasa Dees