Jessica Burdine
Somerset,KY
Summary
Proven to excel in customer service and problem-solving, I leveraged my expertise at Blackboard to enhance customer satisfaction and streamline operations. With a knack for clear communication and CRM, I consistently improved team productivity and customer relations, showcasing my ability to adapt and lead in fast-paced environments. I love to help everyone. No matter what it is that is needed or question that is asked, I am the first one to offer assistance or jump into the role that is needed for our company. I love to teach new incoming advisors about the ins and outs of our company and would love to be given the opportunity to be an Interim Supervisor again or Train new incoming recruits.
Overview
9
9
years of professional experience
Work History
Customer Service Specialist
Anthology
06.2022 - Current
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
Assembly Line Production Worker
Hendrickson Trailer Suspensions
05.2021 - 05.2022
- Maintained a clean and organized workstation, ensuring optimal productivity and safety for all workers.
- Contributed to overall team success by meeting daily production targets consistently.
- Collaborated effectively with team members to maintain smooth workflow and efficient product assembly.
- Demonstrated adaptability by learning new procedures quickly when changes were implemented on the production line.
- Operated various tools and equipment proficiently for faster product assembly without compromising quality.
- Achieved consistent results in product quality while maintaining a fast-paced work environment on the assembly line.
- Adhered to strict safety protocols, minimizing workplace accidents and injuries during the assembly process.
- Managed inventory of parts required for assembly, notifying supervisors of low stock levels when necessary.
- Conducted routine maintenance checks on equipment, ensuring proper functionality at all times.
Call Center Representative
Eos
06.2019 - 06.2020
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded proactively and positively to rapid change.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Specialist
Blackboard
10.2015 - 06.2018
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Provided comprehensive support during periods of high call volume by adjusting schedules to accommodate increased needs efficiently.
- Educated customers about available resources such as online FAQs or user guides that could help them resolve future concerns independently.
Supervisor
Blackboard
03.2017 - 10.2017
- This was an Interim Supervisor Position for K12 enrollment.
- Maintained compliance with company policies, objectives, and communication goals.
- Evaluated employee performance and coached and trained to improve weak areas.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Monitored workflow to improve employee time management and increase productivity.
Recruitment Specialist
Blackboard
05.2016 - 03.2017
- Promptly corresponded with applicants and coordinated and conducted interviews.
- Provided exceptional candidate experience throughout the recruitment process, maintaining consistent communication and transparency.
- Maintained an updated database of potential candidates for future opportunities, allowing for quick access to a qualified talent pool.
- Managed multiple requisitions simultaneously while maintaining attention to detail and excellent organizational skills.
- I could have my dates wrong, but this was when Blackboard first started HR Recruitment in our Somerset office.
- I worked closely with two other locations out of the state to assist with recruiting employees in that area, as well as, setting up their interviews.
Education
Pulaski County High School
Somerset, KY05.2004
Skills
- Customer Service
- Good communication skills
- Customer Relations
- Call center experience
- Excellent written and oral communication
- Customer Relationship Management (CRM)
- Telephone Etiquette
- Customer Relationship Management
- Problem Resolution
- Complaint Handling
- Problem-solving abilities
- Computer Proficiency
- Active Listening
- Professional telephone demeanor
- Prioritization
- Building rapport
- Call Management
Timeline
Customer Service Specialist
Anthology
06.2022 - Current
Assembly Line Production Worker
Hendrickson Trailer Suspensions
05.2021 - 05.2022
Call Center Representative
Eos
06.2019 - 06.2020
Supervisor
Blackboard
03.2017 - 10.2017
Recruitment Specialist
Blackboard
05.2016 - 03.2017
Customer Service Specialist
Blackboard
10.2015 - 06.2018
Pulaski County High School