Jessica Carr
Brownsville,TX
Summary
Dynamic trainer and customer service specialist with a proven track record at ACT Advanced Call Center Technologies. Excelled in mentoring new hires, enhancing productivity, and developing impactful training materials. Skilled in interpersonal communication and training needs analysis, demonstrating a strong ability to improve team performance and customer satisfaction.
Well-qualified Training Specialist adept at planning and implementing onsite and remote training programs. Authoritative and clear communicator with enthusiastic style and insightful approach.
Overview
19
19
years of professional experience
Work History
Trainer
ACT Advanced Call Center Technologies
09.2020 - Current
- Facilitated training for multiple healthcare clients.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided coaching and mentoring to employees.
- Developed engaging and entertaining presentations to maintain employee attention and improve impact of training.
- Monitored employee progress and gave feedback to management and additional training requirements.
- Conducted evaluations and observed employee performance to identify areas of needed improvement.
- Trained and mentored over 35 new personnel hired to fulfill various roles.
Customer Service Agent
Maximus Call Center
08.2019 - 02.2020
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Addressed customer account discrepancies and concerns.
- Responded to customer requests for products, services, and company information.
- Delivered prompt service to prioritize customer needs.
Customer Service Representative
SITEL Worldwide
03.2017 - 08.2019
- Responded to customer requests for products, services, and company information.
- Documented and detailed calls and complaints using call center's CRM database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Work Study Student
Texas South Most College
05.2014 - 05.2016
- Greeted incoming office visitors, answered questions, and directed individuals to office locations.
- Interacted respectfully with others to offer ideas, identify issues, and provide assistance.
- Collaborated with staff members to guarantee students received best possible customer service.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Edited and proofread documents for accuracy and completeness.
Customer Service Representative
Convergys
09.2011 - 01.2014
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer account discrepancies and concerns.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Shift Leader
Blockbuster Video
03.2008 - 08.2011
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Enforced company policies and regulations with employees.
- Trained new employees and delegated daily tasks and responsibilities.
- Completed cash and credit card transactions accurately using POS software.
- Managed inventory and ordered supplies to keep location well stocked with necessary supplies.
- Managed shift operations, supplied resources and monitored team performance to keep business profitable and running smoothly.
Customer Service Representative
Party City
05.2006 - 03.2008
- Facilitated training for multiple healthcare clients.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided coaching and mentoring to employees.
- Developed engaging and entertaining presentations to maintain employee attention and improve impact of training.
- Monitored employee progress and gave feedback to management and additional training requirements.
- Conducted evaluations and observed employee performance to identify areas of needed improvement.
- Trained and mentored over 35 new personnel hired to fulfill various roles.
Education
Bachelor of Arts - Business Administration
The University of Texas Rio Grande Valley
Edinburg, TX05-2021
Associate of Arts - Business
Texas Southmost College
Brownsville, TX05-2016
High School Diploma -
Choctawhatchee High School
Fort Walton Beach, FL05-2006
Skills
- Classroom oversight
- Interpersonal communication
- Lesson plan development
- Training needs analysis
- New hire training
- Presentations and demonstrations
- Student rapport
- Clear verbal communication
Timeline
Trainer
ACT Advanced Call Center Technologies
09.2020 - Current
Customer Service Agent
Maximus Call Center
08.2019 - 02.2020
Customer Service Representative
SITEL Worldwide
03.2017 - 08.2019
Work Study Student
Texas South Most College
05.2014 - 05.2016
Customer Service Representative
Convergys
09.2011 - 01.2014
Shift Leader
Blockbuster Video
03.2008 - 08.2011
Customer Service Representative
Party City
05.2006 - 03.2008
Bachelor of Arts - Business Administration
The University of Texas Rio Grande Valley
Associate of Arts - Business
Texas Southmost College
High School Diploma -
Choctawhatchee High School
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