Jessica Burgett
Clarksville,TN
Summary
Polite and professional Customer Support Specialist successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
14
14
years of professional experience
Work History
Virtual Call Center Representative, Benefits Specialist (Randstad Staffing)
Alight Solutions
09.2025 - 04.2026
- Resolved complex Account Requests and provided expert guidance on pension plans, utilizing Internal Tools to maintain data accuracy for high-profile clients.
- Managed high-volume ticket creation and resolution workflows to improve response times and user satisfaction.
- Helped maintain Help Articles for website walkthrough, reducing recurring support inquiries by 15% through proactive customer education.
- Assisted customers with inquiries and issue resolution, ensuring high satisfaction levels.
- Managed high-volume calls, maintaining composure and effectiveness in fast-paced environment.
Virtual Call Center Representative
TSD Global
09.2021 - 06.2022
- Delivered seamless Customer Support via phone and chat, handling high-volume order processing in a fast-paced retail environment.
- Integrated multiple Internal Tools to streamline service order lifecycle management and provide real-time account status updates to users.
- Consistently outperformed sales quotas and service objectives by providing efficient, solution-oriented interactions.
- Managed high-volume inbound calls to resolve customer inquiries effectively.
Service Support Specialist
Good To Go! Tolling
08.2012 - 03.2015
- Served as a lead liaison for disputes, navigating complex financial discrepancies within the Washington State Department of Transportation system.
- Implemented Quality Assurance workflows for all outbound email correspondence, ensuring tone and accuracy aligned with corporate standards.
- Documented and standardized procedures on SharePoint, creating a knowledge base for team-wide operational scaling.
- Analyzed service requests to identify trends and recommend process improvements for efficiency.
- Provided exceptional customer support through various communication channels, ensuring timely resolutions.
Education
High School - General Studies/Advanced Visual Arts
Central Visual Performing Arts High School
St Louis, MO06-2001
Skills
- Verbal and written communication
- Call center operations
- Inbound phone calls
- Resolving issues
- Customer service
- Data entry
- Database research
- Logging call information
- Escalations
- Technical troubleshooting
- Quality assurance controls
- Calm and professional under pressure
Languages
English
Native or Bilingual
Timeline
Virtual Call Center Representative, Benefits Specialist (Randstad Staffing)
Alight Solutions
09.2025 - 04.2026
Virtual Call Center Representative
TSD Global
09.2021 - 06.2022
Service Support Specialist
Good To Go! Tolling
08.2012 - 03.2015
High School - General Studies/Advanced Visual Arts
Central Visual Performing Arts High School