Jessica Allison
Tacoma,WA
Summary
A highly motivated and progress-focused, Customer Service Manager with a long-standing background in administrative and clerical duties in and outside of the retail industry. With a track record of initiative and dependability. Throughout the course of my career, I have perfected payment processing and account management abilities. I hire, train, and maintain a focused, dedicated, and hard-working Customer Service team of employees. I am a capable and consistent problem-solver, skilled at prioritizing and managing projects with proficiency. In previous roles, contributed critical thinking, undisputed skills and was repeatedly awarded customer rapport recognition awards and praise. Reviewed policy details toward team efforts and business improvements. I am progressive minded and in tune with new developments in the industry field. Proven to be effective and collaborative with strong time-management talents.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Lead Customer Service Manager
Getix Health
Puyallup, WA
12.2020 - Current
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Designed and implemented strategic business plans to achieve growth and sales goals while managing sales team and building long-lasting customer relationships.
- Monitor agent's daily workflow and ensure correct procedures are followed, such as abiding Federal HIPPA laws, company wide and client/project policies and procedures are followed correctly.
- Conducted evaluations to identify weak areas and identify problematic issues while promoting corrective methods.
Branch Supervisor
Two Jinn, Inc.
Tacoma/Seattle/Everett, WA
03.2012 - 03.2020
- Recruited, hired, and trained new staff; also collaborated with financial advisors to strategically plan to grow book of business.
- Raised audit scores, company wide and state wide from 70% to 95%-97%, quarterly.
- Reviewed financing for customers to determine loan approvals and credit lines, along with mitigating risk for company by determining risk posed by approving credit and establish and valuating low, mid and high-risk clients.
- Followed information management strategies and monitored employee activities to protect customer information and business assets from loss.
- Manage and supervise office department employees responsible for day-to-day operations, while advising company policies and procedures are being followed.
- Organize and administer office branch and individual employees: certifications, affiliations, and justifications; are contemporary to Washington State's Insurance Commissioner and Department of Licensing requirements.
- Audited files to identify missing or incorrect items and restored files to proper locations and states.
- Collaborated with other supervisors to coordinate activities of individual team members and departments.
Subject Matter Expert
World Vision International
Seattle, WA
01.2007 - 02.2012
- Specialized in helping resolve problems such as escalated issues by carefully collecting information and developing knowledgeable solutions.
- Entered data efficiently and accurately to update customer accounts and responding to each call with clear communication and active listening.
- Presenting positive, professional, friendly and empathetic prospective towards donors.
- Continuously met and exceeded daily service quality and performance scores consistently.
- Investigated donation concerns, communicating between departments such as management and fulfillment to understand issues.
Shift Manager
Hollywood Video
Milton, WA
06.2005 - 03.2009
- Excelled in every store position and regularly backed up front-line staff.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Trained and mentored new employees to maximize team performance.
- Advised new employees on company procedures and policies to facilitate daily tasks and responsibilities.
- Addressed and resolved customer inquiries and complaints and engaged with customers to ensure satisfaction with products offered.
- Developed and maintained effective working relationships with team members, management, and customers.
Education
Associate of Science - Medical Information
Green River Community College
Auburn, WAHigh School Diploma -
Fife High School
Fife, WA06.2005
Skills
- Administrative support
- Account management
- Technical Support
- Negotiation expert
- Staff Management
Certification
- Surety Bond License
- Casualty and Property Insurance License
Timeline
Lead Customer Service Manager
Getix Health
12.2020 - Current
Branch Supervisor
Two Jinn, Inc.
03.2012 - 03.2020
Subject Matter Expert
World Vision International
01.2007 - 02.2012
Shift Manager
Hollywood Video
06.2005 - 03.2009
Associate of Science - Medical Information
Green River Community College
High School Diploma -
Fife High School