Jessica Carter
Summary
Passionate customer service professional with excellent verbal and written communication skills. Ready to apply extensive customer relations and problem-solving skills to foster long-term customer relationships. Confidently adjusts to changing situations and works well under pressure.
Overview
33
33
years of professional experience
Work History
Director of Customer Service
HemaSource
Salt Lake City, UT
02.2017 - 12.2023
- Created and maintained customer service policies and procedures, contributing to improved customer retention during periods of growth.
- Hired, trained, and developed staff, established and monitored goals, conducted performance reviews and negotiated competitive salaries for staff resulting in highly efficient, tenured customer focused administrative team.
- Developed and maintained key client relationships, resulting in increased retention rates and revenue growth.
- Led cross-functional teams to develop solutions for complex customer issues, resolving escalated complaints quickly and effectively.
- Resolved escalated customer service disputes and complaints, leading to increased customer satisfaction.
- Coordinated individual duties after careful evaluation of business needs and each employee's skill level and knowledge and created responsibility matrix that was evaluated and updated each quarter.
- Established clear communication channels within the department, including during transition to remote work, fostering a positive work environment that encouraged collaboration and innovation.
- Led team meetings focused on sharing best practices, addressing challenges, and celebrating successes in order to foster a cohesive, high-performing unit.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
Center Manager Plasma Collection Center
CSL Plasma Center
Salt Lake City, UT
12.2006 - 04.2016
- Enhanced customer satisfaction by implementing efficient service delivery strategies and streamlining center operations.
- Increased employee productivity by fostering a fun, productive and supportive work environment.
- Managed daily operations for optimal efficiency, resulting in decreased donor processing times and higher customer retention rates.
- Developed and maintained strong relationships with center leadership, ensuring smooth communication and collaboration across departments.
- Oversaw the recruitment, hiring, and onboarding processes to ensure a skilled workforce capable of meeting center objectives in a high turnover industry.
- Worked with Center Quality manager to insure compliance with all relevant regulations, hosted audits from internal and external sources including the FDA, and maintained a safe and secure environment for staff members and clients alike.
- Streamlined scheduling procedures to optimize resource allocation, resulting in better overall donor process times and balanced workload for staff.
- Promoted a culture of teamwork through effective leadership, open communication channels, and regular team-building activities.
- Managed work and performance of up to 70 employee including preparing and administering annual performance evaluations.
- Built relationships with customers to build connections and loyalty. I knew the names of at least 100 donors and would greet them by name when they came in.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits and took corrective action coordinating with corporate HR as needed.
General Manager
Kentucky Fried Chicken
Salt Lake City, UT
05.1991 - 08.2003
- Managed all aspects of daily operations, including weekly and monthly detailed inventory, cash management, food cost, vendor relations, facility maintainance, etc.
- Boosted restaurant revenue by implementing innovative marketing strategies and promotions.
- Enhanced customer satisfaction through consistent delivery of high-quality food and service.
- Built customer relationships by implementing use of names to call orders vs. numbers. Having myself and my assistant manager call names we got to know our regular dine-in customers by name and in time shared with our team so that when the customers came in they were greeted by name at every touch point.
- Over six month period facility did not hire or terminate (voluntary or involuntary) any staff.
- Recruited, interviewed and hired 90% new staff after taking over facility. Developed and maintained a strong team of motivated staff by providing positive work environment, team building and promotion opportunities.
- #1 Food Cost with lowest food cost percentage company wide. Finished #11 overall out of 309 locations within the franchise.
Education
High School Diploma -
East High School
Salt Lake City, UT Skills
- Complaint Handling
- Microsoft Office proficient
- Continuous improvement
- Multitasking
- Budget management
- Resource allocation
- Customer retention
- Time management
- Effective communication
- Problem-solving
- Office Management
- Regulatory Compliance
Timeline
Director of Customer Service
HemaSource
02.2017 - 12.2023
Center Manager Plasma Collection Center
CSL Plasma Center
12.2006 - 04.2016
General Manager
Kentucky Fried Chicken
05.1991 - 08.2003
High School Diploma -
East High School