Customer service professional with sharp focus on enhancing customer experiences and streamlining processes. Valued for fostering teamwork and driving results through adaptive strategies and effective communication. Known for problem-solving abilities and customer-centered approach.
Hi, I’m
JESSICA D. LAMBERT
New Bern
Summary
Overview
21
years of professional experience
1
Certification
Work History
ILC
Customer Service Representative
12.2017 - Current
Job overview
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and provided backup support for organizational leadership.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Investigated and resolved customer inquiries and complaints quickly.
- Sought ways to improve processes and services provided.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Organized and detail-oriented with a strong work ethic.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Implemented inventory management strategies, ensuring optimal stock levels for efficient order processing times.
- Enhanced customer satisfaction by ensuring timely delivery of products through efficient order processing.
- Collaborated with cross-functional teams to develop customized Salesforce solutions for improved efficiency.
GT Independence
Care Provider
12.2014 - Current
Job overview
- Provide personal and emotional support for client in communicating anxieties and fears
- Assist with activities of daily living including, but not limited to, cooking, cleaning, and exercising
- Work with client by being gentle, sympathetic, and caring to increase self-sufficiency
- Assisted patients with self-administered medications.
- Organized medication and provided reminders according to schedule.
- Recorded temperature, blood pressure, pulse, or respiration rate as directed by medical or nursing staff.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Provided compassionate and patient-focused care to cultivate well-being.
- Supported daily hygiene needs of patients by assisting with bathing, dressing, dental care and personal grooming.
- Cooked meals and assisted patients with eating tasks to support healthy nutrition.
- Arranged transportation and accompanied patients to doctors' offices and errands.
- Helped with home management tasks, meal preparation, grocery shopping, and routine cleaning.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
JC Penney
Jewelry Associate
05.2011 - 12.2018
Job overview
- Received cash, checks and completed credit-card transactions from customers and employees
- Responsible for daily inventory of fine jewelry and diamonds
- Displayed merchandise by arranging in appealing ways to boost sales.
- Provided exceptional services and pleasant shopping experiences to retail customers.
- Handled customer inquiries professionally, resolving issues effectively to maintain high satisfaction levels.
- Developed rapport with clients through positive interactions, leading to increased repeat business and client loyalty.
- Educated customers about proper care and maintenance practices for their jewelry purchases, ensuring long-lasting satisfaction.
- Boosted jewelry sales by providing excellent customer service and personalized product recommendations.
Keystone Management
Property Manager
02.2017 - 12.2017
Job overview
- Successfully managed daily activities of 125 units by implementing rental agreements as established by company
- Attract tenants by advertising vacancies; obtaining referrals from current tenants; explaining advantages of location and services; showing units
- Complete and process necessary documentation for rental assistance, property maintenance and repairs, court proceedings, and various documents
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Enhanced tenant satisfaction by promptly addressing concerns and resolving issues in a timely manner.
- Oversaw lease agreements from inception to termination, ensuring compliance with local regulations and protecting the interests of both landlords and tenants.
- Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
- Introduced prospective tenants to types of units available and performed tours of premises.
- Maintained original leases and renewal documents in digital and hardcopy format for property management office.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
- Coordinated with maintenance staff to ensure timely completion of repairs, minimizing downtime for tenants and maintaining property aesthetics.
- Maintained positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
- Increased property occupancy rates by effectively marketing available units and conducting thorough tenant screenings.
GreeneWilson Attorneys at Law
Receptionist/File Clerk
04.2016 - 01.2017
Job overview
- Deliver and receive cash bank deposit, mail, subpoenas, and other legal and confidential documents
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Corresponded with clients through email, telephone, or postal mail.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Answered central telephone system and directed calls accordingly.
- Kept reception area clean and neat to give visitors positive first impression.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Cultivated positive relationships with clients through professional demeanor and excellent interpersonal skills.
- Scheduled office meetings and client appointments for staff teams.
- Confirmed appointments, communicated with clients, and updated client records.
- Sorted, received, and distributed mail correspondence between departments and personnel.
In Touch Home Care
Office Manager
05.2013 - 12.2014
Job overview
- Managed staff by recruiting, selecting, orienting, and training employees; Informed management through reviewing and analyzing special reports; summarizing information; identifying trends
- Maintained office services by organizing office operations and procedures; preparing payroll; controlling correspondence; designing filing systems; reviewing and approving supply requisitions; assigning and monitoring clerical functions
- Completed operational requirements by scheduling and assigning employees; following up on work results
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Spearheaded initiatives to enhance patient safety, reducing the risk of falls and other accidents during home visits.
- Mentored new hires on best practices in-home healthcare provision while ensuring adherence to company policies as well as industry regulations at all times.
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
- Completed entries in log books, journals, and care plans to accurately document and report patient progress.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
ROSI, Inc.
Senior Receptionist
08.2005 - 12.2009
Job overview
- Trained and managed at least 5 employees, achieving significant improvements in productivity in completing tax forms and requesting tax information from the IRS
- Conducted initial filing process for clients filing for social security and or disability benefits
- Scheduled office meetings and client appointments for staff teams.
- Handled complaints and questions, and re-directed calls to other team members.
- Increased office efficiency with accurate record-keeping, timely data entry, and proper file management.
- Managed data entry tasks for numerous contracts, ensuring accuracy and timely completion.
- Increased efficiency in data entry tasks through the implementation of advanced software tools.
Liberty Tax
Tax Preparer/Marketer
01.2008 - 04.2008
Job overview
- Completed tax forms and documents for clients to file income tax return
- Ensured compliance with federal and state tax regulations by staying up-to-date on the latest tax laws.
- Provided exceptional customer service during peak tax season by remaining calm under pressure and addressing client concerns promptly and professionally.
- Assessed client tax situations to determine best filing options.
IABL
Appointment Scheduler
09.2003 - 07.2005
Job overview
- Acted as first point of contact and set appointments for prospective clients.
- Managed high call volume while maintaining professionalism and accuracy when gathering client information for appointment bookings.
- Participated in weekly strategy meetings with fellow representatives for continuous refinement of telemarketing approaches.
- Handled inbound sales inquiries and outbound telemarketing calls.
Education
University of North Carolina At WilmingtonWilmington, NC
Bachelor of Science from Business Administration
12-2016
University Overview
- Dean's List [Semester and Year]
- [Scholarship Name] Scholarship Recipient
Craven Community CollegeNew Bern, NC
Associate of Applied Science from Business Administration
06-2012
University Overview
- Dean's List [Semester and Year]
- [Scholarship Name] Scholarship Recipient
- Professional Development: [Subject]
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Computer proficiency
- Microsoft Excel
- Proficient in SAP
- Service-driven sales
Affiliations
Affiliations
- Climber's Club
Certification
- Salesforce Certified Administrator - Salesforce.
- SAP Certified Application Associate – SAP Service Cloud 1911 – SAP SE.
- Home Health Aide (HHA) Certification
- CPR/AED Certification
- First Aid Certification
- Certified Nursing Assistant (CNA)
Timeline
Customer Service Representative
ILC
12.2017 - Current
Property Manager
Keystone Management
02.2017 - 12.2017
Receptionist/File Clerk
GreeneWilson Attorneys at Law
04.2016 - 01.2017
Care Provider
GT Independence
12.2014 - Current
Office Manager
In Touch Home Care
05.2013 - 12.2014
Jewelry Associate
JC Penney
05.2011 - 12.2018
Tax Preparer/Marketer
Liberty Tax
01.2008 - 04.2008
Senior Receptionist
ROSI, Inc.
08.2005 - 12.2009
Appointment Scheduler
IABL
09.2003 - 07.2005
University of North Carolina At Wilmington
Bachelor of Science from Business Administration
Craven Community College
Associate of Applied Science from Business Administration
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