Jessica Baker
Shelbyville,KY
Summary
Hardworking employee with customer service, multitasking, and time management abilities. Very strong work ethic, Devoted to giving every customer a positive and memorable experience.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Senior Ops Support
Pavion
Louisville, KY
10.2023 - Current
- Provided exceptional customer service to ensure customer satisfaction.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Responded quickly to emergency situations requiring immediate attention.
- Developed relationships with clients through excellent customer service practices.
- Researched new products and technologies related to CATV systems to stay current with industry trends.
- Provided technical support to customers regarding their CATV systems.
- Coordinated with vendors for timely delivery of materials needed during installations or repairs.
- Responded promptly to requests from end-users regarding installation or configuration changes.
- Performed troubleshooting of hardware, software, network connectivity, printers and other devices.
- Coordinated with vendors for repairs involving defective hardware components.
- Participated in team meetings to discuss project progress updates or new initiatives.
- Identified customer's technical issues, diagnosed problems, and provided solutions.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Used remote login tools to assist clients with technical and product questions.
- Served as first point of contact for incoming technical service calls and emails.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Motivated staff through positive reinforcement techniques.
- Developed strategies to increase team productivity and improve customer service levels.
- Supported the manager in developing plans for future projects, initiatives and objectives.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Set specific goals for projects to measure progress and evaluate end results.
Team Leader
Security Source
Louisville, KY
10.2017 - 10.2023
- Deliver exceptional customer service, train and develop new employees, build relationships with Technicians, coordinate and troubleshoot clients' needs with their CCTV system, ensure a high level of customer service, assist Supervisor with day-to-day operations, handle emergencies, complete special projects and other duties, create the Morning Report, assist co-workers, create Sales Orders, assist Accounts Payable
- Provided leadership direction and guidance throughout the organization; promoted a culture of collaboration among staff members.
- Provided technical support for customers by troubleshooting system issues and resolving complaints in a timely manner.
- Created and maintained key performance indicators to track operational efficiency and effectiveness.
- Established clear communication channels between departments; facilitated weekly meetings between department heads to discuss goals and objectives.
- Hired and onboarded team members to meet immediate and expected demand.
- Engaged with existing and potential clients to gain insight into needs.
- Delegated work to staff, setting priorities and goals.
- Prepared staff work schedules and assigned team members to specific duties.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Formed and sustained strategic relationships with clients.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Participated in regular meetings with senior leadership to provide updates on team progress.
Receptionist
Shelburne Pet Center
Shelbyville, KY
07.2017 - Current
- Answer phones, make appointments for clients, handle money, use computer for appointments, clients, money, and services, provide customer service
- Greeted visitors and provided them with assistance.
- Provided excellent customer service at all times while interacting with both internal and external customers.
- Maintained a neat reception area by organizing materials and tidying up furniture.
- Performed data entry tasks into various computer systems accurately and promptly.
- Processed payments and updated accounts to reflect balance changes.
- Processed customer payments using cash registers or point-of-sale terminals according to company policies and procedures.
- Updated daily log book with information about visitors entering the premises.
- Scheduled and confirmed appointments and meetings for management team.
- Oversaw office inventory by restocking supplies and submitting purchase orders.
Materials Coordinator/Purchaser
Isopure
Simpsonville, KY
09.2015 - 06.2017
- Purchasing, work orders, adding new parts and vendors into system, dealing with everyday questions about materials and parts, adjustments, helping with sales orders, setting up staging checklists, dealing with installers, helping managers with parts and work orders, training new materials employees, problem solving, vendor meet and greets, receiving and pulling inventory, calling vendors for PO issues, helping with defective parts
- Coordinated with other departments to ensure projects were completed on time and within budget.
- Maintained calendars of upcoming events, meetings and deadlines.
- Managed day-to-day operations of the department including scheduling tasks and assigning duties.
- Facilitated communication between different departments in order to resolve issues quickly.
- Prepared detailed expense reports for all departmental activities.
- Coordinated with other supervisors, combining group efforts to achieve goals.
- Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Issued work schedules, duty assignments and deadlines for office or administrative staff.
- Tracked shipments to ensure delivery on time and in excellent condition.
- Purchased the highest quality products for the lowest possible price.
- Negotiated with vendors and suppliers and administered contracts.
Dispatcher
Shepard's Communication
Shelbyville, KY
01.2012 - 01.2012
- Computer work, answering phones, train, open and closer, talking with customers
- Managed a large volume of phone calls while ensuring accuracy in data entry.
- Assigned drivers to appropriate routes based on customer needs.
- Resolved customer complaints related to service issues or delays.
- Utilized computer systems to locate addresses, calculate estimated arrival times, and provide directions when necessary.
- Updated records of driver locations, delays, and cancellations.
- Worked closely with transportation supervisor to dispatch and assign loads.
- Reported delays, accidents or other traffic and transportation situations.
- Coordinated with other dispatchers to ensure efficient delivery schedules were met.
- Supervised driver dispatching, route planning and vehicle tracking for over [Number] drivers.
- Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements, and service needs.
- Managed daily delivery and work schedules to maximize coverage.
- Received and dispatched calls for emergency services.
- Kept detailed and updated records of calls in physical and electronic databases.
- Organized paperwork associated with deliveries including manifests, bills of lading, packing slips.
- Answered customer requests with information about product availability, shipping information and status updates.
- Participated in team meetings discussing changes in procedures or processes.
- Tracked changes in computer system to keep records current and accurate.
- Monitored changes in delivery schedule and communicated changes to customers.
Fuel Station
Kroger
Shelbyville, KY
01.2005 - 01.2008
- Cashier
- Greeted customers, answered questions and provided assistance with purchases.
- Operated cash register to process payments and issue receipts.
- Inspected fuel pumps to ensure accuracy of pricing information displayed.
- Adhered to company policies regarding cash handling procedures.
- Responded quickly to emergency situations such as spills or fires.
- Ensured safety regulations were followed at all times.
- Maintained records of fuel sales according to established guidelines.
- Maintained cleanliness of station by sweeping floors, wiping counters and restocking shelves.
- Reported any suspicious activities or security issues immediately.
- Stocked coolers with beverages, snacks, cigarettes and other items.
- Provided excellent customer service by addressing complaints promptly.
- Processed credit card transactions accurately and securely.
- Cleaned gas pumps, windows and doors to maintain a neat appearance.
- Answered phone calls from vendors or suppliers when necessary.
- Performed daily inventory checks of merchandise and supplies.
- Monitored fuel tanks to maintain adequate supply levels.
Cashier
Speedway
Shelbyville, KY
01.2004 - 01.2005
- Cashier, stocker
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Greeted customers and answered any questions they had about the store's products and services.
- Stocked shelves with merchandise when needed.
- Helped customers find specific products, answered questions, and offered product advice.
- Answered customer questions and provided store information.
- Trained new team members in cash register operation, stock procedures, and customer services.
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
- Kept records of purchases; maintained orderly appearance of checkout area; restocked supplies as needed.
- Assisted customers over the phone regarding store operations, product information and order placement.
- Helped with purchases and signed customers up for rewards program.
- Conducted price checks for special orders or discounts as requested by customers.
- Scanned merchandise using point-of-sale system for accurate purchase totals.
Education
Shelby County High School
01.2001
Skills
- Customer Service (20 years)
- CCTV
- Security (7 years)
- SAP
- Accounts Payable (7 years)
- Dispatching (10 years)
- Loss Prevention (7 years)
- Surveillance (7 years)
- Management (5 years)
- Purchasing (10 years)
- Customer Service Management
- Inventory Management
- Delegation
- Time Management
- Reliability
- Continuous Improvement
- Employee Motivation
- Supervision and Training
- Management Team Building
- Purchasing and Planning
- Customer Relations
- Staff Hiring
- Team Leadership
Certification
Driver's License
Timeline
Senior Ops Support
Pavion
10.2023 - Current
Team Leader
Security Source
10.2017 - 10.2023
Receptionist
Shelburne Pet Center
07.2017 - Current
Materials Coordinator/Purchaser
Isopure
09.2015 - 06.2017
Dispatcher
Shepard's Communication
01.2012 - 01.2012
Fuel Station
Kroger
01.2005 - 01.2008
Cashier
Speedway
01.2004 - 01.2005
Shelby County High School