Summary
Overview
Work History
Education
Skills
Timeline
Generic

JESSICA COCKING

Silver Springs,NV

Summary

Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.

Overview

2026
2026
years of professional experience

Work History

Baker

Cakes by Jess
2021 - Current
  • Developed and executed a variety of cake recipes, ensuring consistent quality and flavor.
  • Trained and mentored junior bakers on baking techniques and equipment operation.
  • Streamlined production processes to enhance efficiency and reduce waste in baking operations.
  • Oversaw inventory management, ensuring timely stock replenishment of ingredients and supplies.
  • Managed kitchen operations during peak hours, optimizing workflow for timely order fulfillment.
  • Produced consistently high-quality baked goods for customers.
  • Managed customer service operations, including taking orders and resolving complaints.
  • Operated cash registers and processed payments accurately.

Gardening

Bonnie Plants Inc
03.2023 - 07.2023
  • Maintained gardening tools by replacing blades and fluids.
  • Maintained a well-organized workspace, ensuring all gardening tools were in proper working order.
  • Supported the implementation of sustainable gardening practices such as composting and recycling yard waste.
  • Increased client satisfaction by providing personalized gardening solutions tailored to their needs.
  • Trained new gardeners in proper plant care techniques, raising overall quality of gardening services provided.
  • Promoted sustainability through eco-friendly gardening practices such as composting and organic pest control methods.

Call Center Representative

Conduet
10.2021 - 02.2023
  • Managed high volume inbound calls, ensuring customer satisfaction and effective issue resolution.
  • Utilized CRM software to document interactions and track customer feedback for continuous improvement.
  • Developed scripts to enhance communication flow and address common customer inquiries efficiently.
  • Implemented strategies to handle difficult situations and de-escalate conflicts effectively.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.

Call Center Representative

Humach
08.2020 - 02.2021
  • Analyzed customer feedback to identify trends and implement necessary service improvements.
  • Established protocols that reduced response times, enhancing overall customer experience.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Fulfillment Associate

Milk Sob
02.2019 - 06.2020
  • Streamlined order picking processes to enhance efficiency and accuracy in fulfillment operations.
  • Collaborated with team members to optimize inventory management and reduce discrepancies in stock levels.
  • Coordinated with logistics teams to facilitate timely shipments, ensuring customer satisfaction through reliable service.
  • Exceeded customer expectations by going above and beyond to ensure fast, accurate, and courteous service throughout the entire fulfillment process.
  • Enhanced customer satisfaction by accurately fulfilling orders within tight deadlines.
  • Boosted warehouse efficiency by consistently meeting or exceeding productivity goals for daily tasks.
  • Maintained inventory accuracy with meticulous attention to detail in receiving, storage, and shipment preparation.

Vet Assistance/ Kennel

Vet Stop Animal Clinic
2015 - 2017
  • Monitored vital signs and administered medications under veterinary supervision, enhancing patient care quality.
  • Maintained cleanliness and organization of treatment areas, contributing to efficient clinic operations.
  • Educated pet owners on post-operative care and preventive health measures, improving client compliance and satisfaction.
  • Implemented inventory management practices for medical supplies, reducing waste and ensuring availability.
  • Improved patient care by assisting veterinarians with examinations and treatments.
  • Assisted in emergency situations calmly while supporting veterinarians with critical care procedures to stabilize patients quickly.
  • Ensured accurate record-keeping by updating patient files with medical histories, diagnoses, and prescribed treatments.
  • Enhanced clinic efficiency by maintaining clean and organized treatment areas, surgical suites, and kennels.
  • Restrained animals for examination and treatment.
  • Followed safety protocols for handling animals.
  • Maintained clean and safe animal living areas.
  • Observed animals for signs of distress or illness.

Education

High School Diploma -

Dayton High School
Dayton, NV

Certified Medical Assistant

Truckee Meadows Community College
Reno, NV
08.2014

Accounting

Western Nevada College
Carson City, NV

Skills

  • Dedicated to customer service excellence
  • Phone Etiquette
  • Experience on a multi-line phone system
  • Computer-literate
  • Experience in MS Word, Excel, Outlook, Teams, QuickBooks
  • Bookkeeping skills
  • Experience on all office machines
  • Accurate filing maintenance
  • Accurate record keeping
  • Organizational ability
  • Data entry
  • Typing abilities
  • Good written and verbal communication skills
  • Detail oriented
  • Strong multitasking ability
  • Time management skills
  • Remain focused while under pressure
  • Respond to customer problems or complaints
  • Work well with others as well as independently
  • Ability to prioritize duties
  • Reliable attendance and punctuality

Timeline

Gardening

Bonnie Plants Inc
03.2023 - 07.2023

Call Center Representative

Conduet
10.2021 - 02.2023

Call Center Representative

Humach
08.2020 - 02.2021

Fulfillment Associate

Milk Sob
02.2019 - 06.2020

Baker

Cakes by Jess
2021 - Current

Vet Assistance/ Kennel

Vet Stop Animal Clinic
2015 - 2017

High School Diploma -

Dayton High School

Certified Medical Assistant

Truckee Meadows Community College

Accounting

Western Nevada College

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