JESSICA ALLEN
Decatur,GA
Summary
Experienced customer service leader with a decade of success in retail, automotive, and service industries. Skilled in team building, resolving customer issues, and implementing process improvements to enhance satisfaction and efficiency. Demonstrated ability to drive results and exceed expectations in fast-paced environments.
Overview
13
13
years of professional experience
Work History
Ticketing Specialist
Atlanta Hawks
Atlanta, GA
09.2024 - Current
- Provide exceptional front-line customer service by addressing and resolving ticketing issues through effective troubleshooting and system navigation
- Ensure a seamless game-day experience by assisting guests with seating, entry, and account access
- Collaborate with box office and guest services teams to deliver a high-quality fan experience
Customer Mobility Consultant
MobilityWorks
Marietta, GA
09.2023 - 04.2024
- Delivered tailored service solutions that improved client satisfaction and retention.
- Built strategic partnerships and stayed current on industry trends to enhance service delivery.
- Represented company at industry events, sharing best practices and insights.
Assistant Sales Manager
US Auto Sales
Stone Mountain, GA
10.2021 - 05.2022
- Supervised a sales team, providing hands-on coaching to elevate customer service standards.
- Managed escalated customer concerns to secure issue resolution and long-term loyalty.
- Conducted regular training sessions to deepen product knowledge and sales skills.
- Analyzed sales metrics and adjusted team strategies to consistently meet or exceed targets.
Customer Experience Guide / Keyholder
DriveTime Used Cars
Marietta, GA
09.2016 - 10.2021
- Oversaw daily store operations, including opening/closing procedures and cash accountability.
- Trained, mentored and evaluated new hires to maintain consistent service excellence.
- Handled high-value transactions and resolved customer disputes with professionalism.
Assistant Store Manager
Foot Locker Inc.
Decatur, GA
06.2012 - 11.2017
- Managed staff scheduling, inventory control and sales-performance tracking.
- Cultivated a positive team culture resulting in reduced turnover and high morale.
- Implemented merchandising and promotional strategies that drove revenue growth.
Customer Service Representative
Delta Global Services (DGS)
Atlanta, GA
05.2012 - 06.2013
- Provided front-line support for large-scale events and conventions.
- Directed attendees, answered inquiries and resolved logistical issues onsite.
Education
No Degree - Healthcare Management
DeVry University
Downers Grove, ILNo Degree - Business Administration
Florida Agricultural and Mechanical University
Tallahassee, FLSkills
- Staff Coaching & Team Leadership
- Conflict & Complaint Resolution
- High-Volume Call & Service Environments
- POS & CRM Systems Expertise
- Process Improvement & Operational Efficiency
- Keyholder & Store Operations
- Sales Performance Analysis
- Employee Training & Onboarding
- Network troubleshooting
Timeline
Ticketing Specialist
Atlanta Hawks
09.2024 - Current
Customer Mobility Consultant
MobilityWorks
09.2023 - 04.2024
Assistant Sales Manager
US Auto Sales
10.2021 - 05.2022
Customer Experience Guide / Keyholder
DriveTime Used Cars
09.2016 - 10.2021
Assistant Store Manager
Foot Locker Inc.
06.2012 - 11.2017
Customer Service Representative
Delta Global Services (DGS)
05.2012 - 06.2013
No Degree - Healthcare Management
DeVry University
No Degree - Business Administration
Florida Agricultural and Mechanical University