Summary
Overview
Work History
Education
Skills
Timeline
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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
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
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
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

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Jessica Carter