Jessica Edwards
Howard City,MI
Summary
Adaptable professional with experience in customer service, technical support, cashiering, and housekeeping. Skilled in teamwork, supply replenishment, and accurate task execution. Recognized for improving customer satisfaction, reducing complaints, and helping teams stay organized and efficient.
Overview
16
16
years of professional experience
Work History
Head Maid
Molly Maids
09.2015 - 11.2016
- Cleaned kitchens, bathrooms, and living areas following Molly Maid service standards.
- Sanitized high-touch areas and bathroom fixtures using approved cleaning products.
- Changed linens, made beds, and refreshed rooms for polished presentation.
- Dusting, vacuumed, and mopped surfaces to maintain consistent home cleanliness.
- Organized cleaning supplies and restocked equipment for efficient daily routes.
- Followed client requests and service checklists to ensure reliable results.
- Inspected work areas for missed spots and corrected details before departure.
- Supported team efficiency by completing assignments independently and adapting to varied homes.
- Improved cleanliness standards by implementing thorough cleaning routines and using appropriate cleaning products.
- Maintained clean and comfortable environments in commercial buildings by vacuuming, cleaning windows, and dusting.
- Disinfected bathrooms and removed mold from shower stalls and bathtubs.
- Collaborated with team members to complete large-scale projects in a timely manner, maximizing efficiency.
- Engaged positively with residents while cleaning apartments and common areas.
- Ensured timely completion of tasks by managing daily schedules efficiently and prioritizing workload.
- Managed laundry duties effectively, ensuring clothing items were treated according to care instructions for optimal results.
- Supported a welcoming atmosphere within clients'' homes by respecting their privacy while performing necessary duties thoroughly yet discreetly.
- Reduced client complaints through consistent attention to detail and maintaining high quality cleaning standards.
- Contributed to the creation of a positive work environment by maintaining open communication channels with colleagues and supervisors.
- Disposed of trash and recyclables each day to avoid waste buildup.
- Streamlined processes for more efficient task completion through strategic planning and organization techniques.
- Assisted homeowner with laundry folding, ironing and pressing.
- Arranged for extra bedding, linens, towels, and furniture to satisfy guests.
- Maintained a safe and healthy environment for clients by regularly sanitizing surfaces and properly disposing of waste.
Cashier and Sales Rep
Admiral Tobacco
06.2014 - 12.2015
- Processed POS transactions accurately for tobacco products, lottery tickets, and convenience merchandise.
- Verified customer identification to ensure compliance with tobacco sales regulations.
- Balanced cash drawer and resolved register discrepancies with consistent accuracy.
- Assisted customers with product selection, pricing, and store policy questions.
- Welcomed customers and helped determine their needs.
- Greeted customers entering store and responded promptly to customer needs.
- Monitored inventory levels at checkout and communicated replenishment needs to management.
- Trained new cashiers on register procedures, cash control, and customer service standards.
- Handled returns, exchanges, and payment issues with professionalism and efficiency.
- Restocked front-end merchandise and maintained organized checkout areas.
- Worked a flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Restocked and organized merchandise in front lanes.
- Helped customers complete purchases, locate items, and join reward programs.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Assisted customers with returns, refunds and resolving transaction issues.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
Technical Support Representative
ACS Xerox
02.2011 - 05.2014
- Resolved inbound technical support inquiries for printers, copiers, and multifunction devices.
- Guided customers through password resets, account access, and basic software navigation.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Diagnosed hardware and connectivity issues using remote support tools and knowledge base articles.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Documented incidents, troubleshooting steps, and resolutions in ticketing systems.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Used ticketing systems to manage and process support actions and requests.
- Monitored case queues to prioritize urgent requests and maintain service-level compliance.
- Escalated unresolved cases to specialized teams with clear issue summaries and customer history.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
Customer Sales and Service Expert
1800Flower.com
09.2006 - 02.2007
- Resolved customer inquiries across phone, email, and chat with accurate order status and product information.
- Processed order changes, cancellations, and refunds while maintaining compliance with service policies.
- Recommended floral and gift options based on customer needs, occasion, and delivery preferences.
- Coordinated with fulfillment teams to address delivery concerns, substitutions, and special instructions.
- Documented customer interactions in CRM systems to ensure accurate follow-up and issue resolution.
- De-escalated service issues by identifying solutions and maintaining professional communication.
- Supported upselling efforts by suggesting complementary products and upgraded delivery services.
- Maintained quality standards by handling high-volume customer requests with accuracy and consistency.
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly and professionally.
- Handled calls promptly and with courteous professionalism.
- Participated in industry events and trade shows, representing the company professionally and expanding the client base through networking efforts.
- Conducted product demonstrations to showcase features, benefits, and value propositions to potential customers.
- Maintained high levels of customer retention through exceptional service and follow-up communication.
- Worked closely with cross-functional teams to address complex client issues, demonstrating a commitment to providing exceptional service and maintaining long-term relationships.
- Streamlined processes for handling customer complaints, resulting in faster resolutions and increased satisfaction rates.
- Completed call documentation while speaking with customers.
Customer Service Cashier
7 11
11.2004 - 07.2005
- Greeted customers promptly, answered questions, and delivered courteous service in a fast-paced store environment.
- Greeted customers promptly, answered questions, and delivered courteous service in a fast-paced store environment.
- Verified age requirements for tobacco, alcohol, and lottery purchases to ensure compliance.
- Restocked merchandise, rotated inventory, and maintained an organized sales floor presentation.
- Handled cash, card, and mobile payments while following register and loss-prevention procedures.
- Assisted with store opening and closing tasks, including cleaning, setup, and end-of-day reconciliation.
- Resolved customer concerns quickly, supporting smooth checkout flow and positive store experience.
- Monitored product availability and alerted management to low-stock items and supply needs.
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
- Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
- Processed customer orders and accurately handled payment transactions.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Met customer service goals and exceeded customer expectations.
McDonald's Crew Member
Mcdondalds
03.2001 - 09.2002
- Took customer orders accurately at counter and drive-thru using POS system.
- Prepared food items following safety, quality, and portion standards.
- Maintained clean, organized workstations throughout busy service periods.
- Restocked ingredients, packaging, and supplies to support smooth operations.
- Supported team members during rush periods to maintain fast service.
- Handled cash transactions and balanced register activities with accuracy.
- Accurately operated cash register to process customer payments.
- Readied customers' take-out orders in secure bags with appropriate amounts of condiments, silverware and napkins.
- Loaded food, dishes and utensils on carts and trays to transport from designated food preparation areas to designated tables.
- Reconciled receipt totals, cash and credit payments to address shortages.
- Loaded dishwasher with china and thoroughly hand-washed dishes, pans and utensils to tidy up serving line.
Education
High School Diploma -
Grand Rapids Public Schools
Grand Rapids, MI01-2003
Skills
- Housekeeping
- Supply replenishment
- Supply stocking
- Customer service
- Collaboration
- Technical troubleshooting
- Technical support
- Cleaning management software
- Application support
- User support
- Cleaning equipment maintenance
- Client communication
- Cleaning product knowledge
- On-site assistance
- Customer service
- Service delivery management
- Issue troubleshooting
- Client needs assessment
- Client satisfaction focus
- Guest interaction
- Service request management
- Quality assurance checks
- Home maintenance support
- Issue resolution
- Operational support
Timeline
Head Maid
Molly Maids
09.2015 - 11.2016
Cashier and Sales Rep
Admiral Tobacco
06.2014 - 12.2015
Technical Support Representative
ACS Xerox
02.2011 - 05.2014
Customer Sales and Service Expert
1800Flower.com
09.2006 - 02.2007
Customer Service Cashier
7 11
11.2004 - 07.2005
McDonald's Crew Member
Mcdondalds
03.2001 - 09.2002
High School Diploma -
Grand Rapids Public Schools