Jessica Barnes
Louisville,KY
Summary
Dedicated HR professional skilled in training, coaching, and workflow optimization. Experienced in managing client interactions and resolving service issues while fostering team collaboration. Currently completing a Master of Science in Human Resource Management, applying a people-centered approach to drive organizational success.
Overview
13
13
years of professional experience
Work History
Digital Care
Consumer Cellular
06.2023 - Current
- Managed client account transfers ensuring high accuracy and adherence to policy compliance.
- Strengthened customer relationships through effective communication and active listening to address client needs.
- Resolved complex service issues using critical thinking and professionalism.
- Collaborated with supervisors to refine workflows, enhancing overall operational efficiency.
- Supported training and knowledge-sharing across teams.
- Consumer Cellular
Team Supervisor
Walmart Mobile
03.2016 - 06.2016
- Trained and coached employees to achieve performance goals and clarify job responsibilities.
- Facilitated team discussions to enhance collaboration and understanding.
- Delegated tasks aligning with team strengths and project requirements.
- Recommended operational improvements to streamline team workflows.
Customer Service Representative / TSS / Supervisor
Teleperformance USA
05.2013 - 02.2015
- Managed customer inquiries, consistently resolving issues and ensuring high satisfaction rates.
- Demonstrated strong written and verbal communication skills, facilitating effective interactions with customers and team members.
- Led a team of 13 new agents, enhancing performance metrics by implementing targeted coaching within 30 days.
- Achieved two promotions for demonstrating effective leadership and coaching skills.
Education
Master of Science - Human Resource Management
Grand Canyon University
08-2027
Bachelor - Human Resources Management
Grand Canyon University
Skills
- Workflow Optimization
- Client Engagement
- Training & Coaching
- Conflict Resolution
- Problem Solving
- Team Collaboration
- Microsoft applications
- Active listening
Timeline
Digital Care
Consumer Cellular
06.2023 - Current
Team Supervisor
Walmart Mobile
03.2016 - 06.2016
Customer Service Representative / TSS / Supervisor
Teleperformance USA
05.2013 - 02.2015
Master of Science - Human Resource Management
Grand Canyon University
Bachelor - Human Resources Management
Grand Canyon University