Jessica Baldwin
Killeen,TX
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
23
23
years of professional experience
Work History
Service Manager
Rich Services
Belton, Tx
12.2020 - Current
- Maintain daily schedule using Service Titan as well as pulling KPI's and general reports
- Manage 4 technicians with scheduling for electrical and HVAC
- Answer incoming calls, handle complaints, schedule appointment
- Handling of daily accounts receivable and payable
- Conduct weekly meetings with tech to discuss numbers and saftey
Retention Specialist
Spectrum
Austin, TX
05.2018 - 08.2019
- Increased customer retention rates by developing and implementing effective loyalty strategies.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Took an average of 700 calls per month to meet goals.
- Informed customers on products that would lower bill to meet needs
Retail Sales Associate
AT&T
Killeen, TX
11.2015 - 05.2017
- Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
- Consistently met personal sales goals through proactive engagement with customers and upselling techniques when appropriate.
- Prioritized helping customers over completing other routine tasks in store.
- Recommended complementary purchases to customers, increasing revenue.
Office Manager
Economy Transmission
Killeen, TX
02.2009 - 10.2014
- Provided customer service at all levels and handled complaints
- Maintained daily schedule for techs
- Ordered material as needed
- Opened and closed tickets
- Handled multiple phone lines
Office Manager/ Repo Agent
P.G.&J Recovery
Killeen, TX
03.2002 - 01.2009
- Managed at staff/ repo agents of 15
- Weekly inventory, daily deposits, daily meetings with staff to provide updates on cases and or new laws
- Provided updates to clients in a timely manner
- Responsible for accounts receivable and payable
Education
High School Diploma -
Ellison High School
Killeen, TX05-1999
Skills
- Positive attitude
- Team leadership
- Multitasking and organization
- Problem-solving
- Customer service
- Critical thinking
- Reliable and responsible
- Time management
- Conflict resolution
Timeline
Service Manager
Rich Services
12.2020 - Current
Retention Specialist
Spectrum
05.2018 - 08.2019
Retail Sales Associate
AT&T
11.2015 - 05.2017
Office Manager
Economy Transmission
02.2009 - 10.2014
Office Manager/ Repo Agent
P.G.&J Recovery
03.2002 - 01.2009
High School Diploma -
Ellison High School