Jessica Dalton
Neosho,MO
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
14
14
years of professional experience
Work History
Customer Service Training Supervisor
Scholastic Inc.
04.2021 - Current
- As of 4/01/24, I Supervise a team of 17 Book Clubs agents.
- I schedule and oversee the training of all new hire agents training in our departments via Teams virtual training. I also help train any additional skills for veteran agents.
- Conducted ongoing assessments of training effectiveness, adjusting content as necessary to maximize results.
- Led regular refresher courses for seasoned employees, reinforcing best practices and emphasizing new policies or procedures.
- Selected and assigned Trainers to conduct specific training programs.
- Increased customer satisfaction scores by monitoring calls and providing real-time coaching to customer service representatives.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Streamlined HR efficiencies, coordinated new hire orientations and provided onboarding and training for new employees.
Customer Service Representative
Scholastic Inc.
07.2013 - 04.2021
- Worked as an agent in Magazines+. However, was also cross trained to assist in other departments such as: Teachables, Book Clubs, and Education Solutions.
- Trained new hire agents for Magazines+ for 4 years.
- Seasonal Supervisor for Magazines+ (1 year) and Book Clubs (1 year).
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
Customer Service Representative
Communication Solutions and Technology
10.2011 - 10.2013
- Worked for 3 different companies in the building such as Frontier Communications, Mediacom, and Hughes Net Satellite Service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Resolved concerns with products or services to help with retention and drive sales.
- Identified potential sales opportunities during interactions, up-selling products or services when appropriate.
- Processed debit and credit card and electronic check payments.
- Responded proactively and positively to rapid change.
Swimming Pool Manager
Sarcoxie City Pool
05.2011 - 08.2011
- This was my 2nd season working as a Swimming Pool Manager for my local hometown City Pool.
Pool Lifeguard
YMCA
10.2010 - 11.2011
- Learned and maintained proficiency in first responder skills such as First Aid and CPR to offer individuals in distress optimal support.
- Monitored safety of guests in and around swimming pool.
- Attentively monitored swimmers to identify distress.
- Collaborated with fellow lifeguards to maintain effective communication and seamless shift transitions.
- Enhanced swimmer safety by vigilantly monitoring pool activities and enforcing rules.
- Identified potential risks in the pool area, proactively taking action to prevent accidents or injuries.
- Improved water quality by conducting regular tests and adjusting chemical levels as needed.
Swimming Pool Manager
Sarcoxie City Pool
05.2010 - 08.2010
- I worked at a local hometown pool in Sarcoxie over the summer as the Swimming Pool Manager.
- Monitored activities and directed scanning of swimming pool and adjacent areas to prevent injuries, accidents or drownings.
- Adjusted pool chemical balance to maintain general water cleanliness.
- Oversaw the concession stand by working the cash register and providing food/beverages to customers.
- Oversaw and managed lifeguard staff by monitoring attendance and performance.
- Ensured compliance with health regulations through regular water testing and documentation procedures.
Education
Associates Degree in Biology -
Crowder College
Neosho, MO12.2012
Associates Degree in General Studies -
Crowder College
Neosho, MO05.2011
High School Diploma -
Sarcoxie High School
Sarcoxie, MO05.2009
Skills
- Coaching and Mentoring
- Customer Service
- Remote Employee Training
- New Hire Orientation
- Problem-solving abilities
- Computer Proficiency
Timeline
Customer Service Training Supervisor
Scholastic Inc.
04.2021 - Current
Customer Service Representative
Scholastic Inc.
07.2013 - 04.2021
Customer Service Representative
Communication Solutions and Technology
10.2011 - 10.2013
Swimming Pool Manager
Sarcoxie City Pool
05.2011 - 08.2011
Pool Lifeguard
YMCA
10.2010 - 11.2011
Swimming Pool Manager
Sarcoxie City Pool
05.2010 - 08.2010
Associates Degree in Biology -
Crowder College
Associates Degree in General Studies -
Crowder College
High School Diploma -
Sarcoxie High School
Similar Profiles
ZANDER SCHOLZZANDER SCHOLZ
Production Clerk at Scholastic Inc.Production Clerk at Scholastic Inc.
Susan BernieriSusan Bernieri
Administrative Assistant at Scholastic Inc.Administrative Assistant at Scholastic Inc.
Madhumita ShervanMadhumita Shervan
Senior Lead - Digital & Technical Product Manager at Scholastic Inc.Senior Lead - Digital & Technical Product Manager at Scholastic Inc.
Kirsten DuckettKirsten Duckett
Porter at Gerber CollisionPorter at Gerber Collision
Cory QuallsCory Qualls
Production Worker at NutriblendProduction Worker at Nutriblend