Summary
Overview
Work History
Education
Skills
Timeline
BusinessAnalyst

Jessi Westmoreland

Chattanooga,TN

Summary

Experienced with working in an environment that requires a great deal of interpersonal, technical, communication, and organizational skills. Knowledgeable and dedicated quality assurance professional with extensive experience in customer experience and production industry. Adept team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented.

Overview

2
2
years of post-secondary education
6
6
years of professional experience

Work History

Quality Assurance Manager

Southtree
Chattanooga, TN
12.2020 - Current
  • Collaborate with internal team members to resolve customer concerns and deliver enhanced customer experiences.
  • Oversee and implement measures to improve product quality and processes
  • Identify and resolve production workflow issues and areas for improvement
  • Established quality assurance processes that drove 40% reduction in returns in one business quarter
  • Write and implement technical standardized processes and training materials
  • Handled all escalated complaints and implemented timely, knowledgeable and effective solutions balancing customer and business needs
  • Increased efficiency and team productivity by promoting operational best practices

Human Experience Coordinator

Southtree
06.2020 - 12.2020
  • Oversee posting new positions and conducting interviews.
  • Improve and implement employee recognition programs.
  • Assist in training and developing resources for both newly hired and experienced managers of our teams.
  • Solicit and listen to feedback from employees in all facets of company while taking hands-on approach to problem-solving.
  • Used coordination and planning skills to achieve results according to schedule

Customer Service Supervisor

Southtree
Chattanooga, TN
04.2019 - 06.2020
  • Deescalate clients and navigate the exchange toward reaching a satisfactory resolution for both parties.
  • Manage brand reputation by responding to both positive and negative reviews on various public platforms. Including and not limited to Better Business Bureau, Google Business, and Sitejabber.
  • Develop and implement new processes and structure for customer service department to handle inquiries with quality and efficiency.
  • Coach and foster team members to nurture their skill sets in conjunction with the job duties while also providing constructive feedback.
  • Assessed personnel performance and implemented incentives and team-building events to boost morale.
  • Resolved account issues to build rapport and relationships with clients.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.

Shift Supervisor

Starbucks
09.2018 - 03.2019
  • Balanced customer connection with task efficiency in a fast-paced environment.
  • Multi-tasked between procuring payment and rang in orders accurately and in a timely manner.
  • Ensure customer satisfaction and all complaints are handled positively and reached a good resolution.
  • Brewed and crafted beverages with quality in a high-pressure environment.
  • Managed effective floor schedules and delegated tasks to take advantage of individual abilities and meet expected demands

Education

No Degree - Leadership

LEAD Internship
Mandeville Louisiana
05.2013 - 08.2015

Skills

    Solution development

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Timeline

Quality Assurance Manager

Southtree
12.2020 - Current

Human Experience Coordinator

Southtree
06.2020 - 12.2020

Customer Service Supervisor

Southtree
04.2019 - 06.2020

Shift Supervisor

Starbucks
09.2018 - 03.2019

No Degree - Leadership

LEAD Internship
05.2013 - 08.2015

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Jessi Westmoreland