Jessica Christenbury
Customer Care Specialist
Dover
Summary
Detail-oriented professional with extensive experience in customer service, communication management, and technical system transitions. Proven ability to resolve high-stress customer complaints, lead training sessions, and optimize operational workflows. Proficient in MS Office, HubSpot, and cloud-based communication tools. Motivated to learn, grow, and contribute to team success. Experienced in managing customer interactions and resolving issues efficiently. Track record of maintaining high service standards and fostering positive customer relationships.
Overview
18
18
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work History
Customer Care Specialist
C&J Bus Lines
05.2023 - Current
- Managed multiple communication channels, including phone, live chat, and email, to ensure prompt and effective customer support.
- Resolved customer inquiries and high-level complaints efficiently, including cases of car damage and lost luggage.
- Spearheaded the transition from landline to cloud-based phone software, optimizing communication and service operations.
- Set up, tested, and managed the phone IVR system, ensuring smooth functionality.
- Developed training documentation and conducted training sessions for employees and management on new communication software.
- Designed workflows integrating Aircall with HubSpot, enhancing operational efficiency and CRM capabilities.
- Led onboarding and training for new team members, improving service quality and consistency.
- Coordinated with third-party vendors for technical installations, ensuring project requirements and budget compliance.
- Participated in the on-call rotation, managing after-hours operational issues including schedule adjustments and agent call-outs to ensure uninterrupted service coverage.
- Served as the primary point of contact for new hires by assembling training documentation, coordinating training schedules, and conducting performance follow-ups to identify and address additional training needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Maintained high system performance and user satisfaction through continuous monitoring and proactive adjustments.
- Researched and facilitated the installation of high-quality security cameras, ensuring compliance with project needs.
Private First Class
United States Army
01.2007 - 01.2009
- Communicated with lucid patients to assess medical needs.
- Conducted routine equipment and vehicle checks for operational safety.
- Evaluated patient vitals using electronic medical tools.
- Established strong rapport with coworkers and medical personnel to enhance patient care.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
Education
High School Diploma -
Elsie High School
Elsie, MI 01.2005 - 01.2007
Skills
- Customer service excellence
- Problem-solving
- Teamwork and collaboration
- Project Organization
- Customer Relations
- Organizational strategy development
- Proficient in HubSpot CRM
- Experienced with MS Office applications
- Professional phone communication
- Live chat coordination and oversight
Certification
CPR Certification, 09/01/23, 09/01/25
Military Service
United States Army, Private First Class, 01/01/07, 01/01/09, 68W (Combat Medic), Communicated with lucid patients to assess medical needs., Conducted routine equipment and vehicle checks for operational safety., Evaluated patient vitals using electronic medical tools., Established strong rapport with coworkers and medical personnel to enhance patient care.
Timeline
Customer Care Specialist
C&J Bus Lines
05.2023 - Current
Private First Class
United States Army
01.2007 - 01.2009
High School Diploma -
Elsie High School
01.2005 - 01.2007
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