Summary
Overview
Work History
Education
Skills
References
Activities
Affiliations
Certification
Timeline
Generic

Jessica E. Horwatt

Lower Burrell

Summary

-Dynamic professional with extensive experience at Giant Eagle Corp., excelling in customer care and gift card coordination. Proficient in Microsoft Office and adept at resolving complex customer issues, enhancing satisfaction rates. Recognized for training peers and streamlining processes, demonstrating strong communication and analytical skills to drive operational efficiency.

-Experienced Gymnastics Coach familiar with coaching both individual athletes and teams to increase strength, improve form and optimize performance. Highly successful at customizing instruction to meet unique requirements. Instructs in proper technique to avoid injuries.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Gymnastics Coach

Brandy Marie's Gymnastics
Sarver
04.2021 - Current
  • Modified instruction depending upon age group and skill level of participants.
  • Motivated athletes to reach their full potential while encouraging them to maintain a positive attitude.
  • Adapted coaching methods based on individual needs of each athlete.
  • Planned workouts tailored specifically towards improving overall strength, agility and endurance.
  • Enforced rules of conduct among athletes both in and out of the gym.
  • Assisted with administrative tasks such as scheduling events, ordering supplies and managing budgets.
  • Provided feedback on form, technique, strategy and performance during practice sessions and competitions.
  • Conducted regular evaluations to assess student progress, identify areas for improvement and adjust training plans accordingly.
  • Implemented drills designed to improve strength, flexibility, balance and coordination among athletes.
  • Organized practice sessions and competitions to enhance student development in the sport.
  • Collaborated with other coaches to develop effective strategies for upcoming competitions.
  • Communicated regularly with parents about their child's progress.
  • Created a safe and supportive environment for athletes to practice their skills.
  • Developed and implemented individualized gymnastics programs for students of all skill levels.
  • Educated students on sportsmanship principles such as respect and fair play.
  • Instructed athletes on proper techniques, safety measures and rules of the sport.
  • Encouraged team spirit by organizing team-building activities outside of practice sessions.

GIFT CARD COORDINATOR

Giant Eagle Corp.
Pittsburgh
10.2020 - Current
  • Process Gift Card Gallery issues with 3rd party vendor and/or retailer as needed to determine point of failure during the customer's purchase transaction.
  • Record communications between Giant Eagle and 3rd party vendor and/or retailer to enable appropriate updates to the customer's documented incident.
  • Resolve customer issues following the predetermined guidelines set by GCG Business Unit.
  • Communicate complex resolutions with the customer.
  • Process returned gift cards, check balance, log, update case and contact customer.
  • Collaborate with supervisor to develop and document processes with a goal to reduce resolution times for customers.
  • Review customer issues to determine Customer Care TM training opportunities.
  • Identify system problems with 3rd party vendor and/or retailers and communicate these findings to the appropriate business area.
  • Create reports to assist with the measurement of overall and TMs activity associated with GCG cases.
  • During non-peak GCG periods (approximately 9 months per year), process customer calls associated with Customer Care for 16 hours per week.
  • Handle escalated gift card contacts.
  • Process payment reports for our third-party vendor Blackhawk on a weekly basis.
  • Ensure Gift Card training documents are up to date.
  • Provide Training Support as needed.

Customer Care – Call Representative – Level II

Giant Eagle Corp.
Pittsburgh
09.2019 - 10.2020
  • After 9 months working as a Level 1 call representative, I was promoted to a level II call representative within customer care. Some of my new responsibilities included but were not limited to:
  • Researching gift card cases: Working with our vendor, Blackhawk for customers who may have activation issues with their gift cards when they went to redeem them.
  • Working with our vendor, Blackhawk for customers who may have been scammed into purchasing gift cards.
  • Our hope is to be able to provide the customer with a positive resolution.
  • Reaching out to our customers to provide a resolution to the gift card case they opened with us. Letting them know if they have been approved for a refund or if they will need to work additionally with the retailer itself.
  • Researching information from the original purchase to find out if the gift card activated properly on Giant Eagle’s end or if the activation issue was with the retailer.
  • Sending credit requests to our Retail Banking Department or to the Store to ensure the customer is properly refunded money for their gift card.
  • Research web cases if customers are unable to complete a transactions online purchasing gift cards or a curbside order. Looking into why a customer may not be able to login to the gianteagle.com account.
  • Research product cases customers call in about seeking additional information about ingredients, expiration dates, availability, etc.
  • Provided detailed training to Level 1 agents on Gift Cards, Web, Curbside Express, Product, Fuelperks, and over all providing excellent customer service to our customers.
  • Handling cases sensitive in nature to ensure they go to the correct department and the customer is provided with a resolution.
  • Handling various tasks assigned by management.

Customer Care – Call Representative

Giant Eagle Corp.
Pittsburgh
01.2019 - 09.2019
  • Assesses customer calls and utilizes specific software to complete task.
  • Responsible for customer care calls, Fuel perk calls, and claims calls and store calls.
  • Completes specific tasks upon request from management.
  • Developed an outstanding ability to work under pressure due to high call volumes.
  • Prepared mailings with satisfactory gift cards to customers.
  • Assist and train fellow agents on certain tasks.
  • Answer inquires to ensure that the customer’s needs are met, and they are satisfied.
  • Prepared purchase history requests of receipts for customers and mailed/email them out.

Drug & Alcohol Counselor

RHJ Medical Inc.
Leechburg
10.2017 - 12.2018
  • Manages caseload of 30-40 clients.
  • Records all counseling session notes on a daily basis.
  • Working one on one with clients daily in individual counseling sessions.
  • Discusses methadone dose with clients to ensure they are at a safe and comfortable dose.
  • Responsible for compiling quarterly, bi-annual and annual reports.
  • Provides references outside of the clinic should the client need additional services.

Human Resources, Associate

Giant Eagle Corp.
Pittsburgh
11.2010 - 11.2016
  • Assists team members and external callers with Human Resource inquiries pertaining, but not limited, to Payroll, Benefits, MyHRConnection, 401k, Pension, FMLA, Talent Development/Success Factors.
  • Assist team members with pharmacy related issues with prescriptions.
  • Walk team members through troubleshooting steps to resolve technical issues within the Learning Resource Center for a course.
  • Assign and remove training courses for team members upon request in Talent Development/Success Factors.
  • Communicates effectively and professionally by means of phone and via e-mail within the MyHRConnection inbox.
  • Records, manages and resolves cases within PeopleSoft and CRM for each new call and e-mail.
  • Records and processes all MVR background check requests for team members who drive company vehicles.
  • Records and processes subpoenas from legal requesting employment information and return the subpoena back to the law firms/courts.
  • Assist union team members with related questions.
  • Assess potential case value; and update as new information is received.
  • Researches and resolves issues team members may encounter.
  • Provides information to team members to ensure their needs are met.
  • Assists in special projects as needed.
  • Assigns and manages training courses in Talent Development.
  • Manages spreadsheet and training documents on SharePoint.
  • I-9 tracking and auditing.

Sales Associate

Kay Jewelers Inc.
Frazier
06.2007 - 07.2010
  • Responsible for maintaining knowledge on the specifics about the jewelry sold in the store.
  • Assist in training new employees hired at the store.
  • Assisted management with ordering new products for the store and transferring new products into our store.
  • Reviews promotional plans that take place in the store.
  • Answer inquires to ensure that the customer’s needs are met and they are satisfied.

Customer Care Agent

Giant Eagle Corp.
Pittsburgh
06.2006 - 08.2006
  • Assesses customer calls and utilizes specific software to complete task.
  • Responsible for customer care calls, Fuel perk calls, and claims calls and store calls.
  • Completes specific tasks upon request from management.
  • Developed an outstanding ability to work under pressure due to high call volumes.
  • Prepared mailings with satisfactory gift cards to customers.
  • Assist and train fellow agents on certain tasks.
  • Answer inquires to ensure that the customer’s needs are met, and they are satisfied.

Switchboard Operator

Giant Eagle Corp.
Pittsburgh
06.2006 - 08.2006
  • Responsible for directing all calls to the appropriate departments/employees.

Education

Bachelor’s Degree - Criminology, Psychology Minor

Indiana University of Pennsylvania
Indiana, PA
12.2010

Diploma -

Burrell High School
Lower Burrell, PA
06.2006

Skills

  • Microsoft Office
  • PeopleSoft
  • HireRight
  • Payroll processing
  • Service Cloud
  • Blackhawk Network
  • Microsoft Outlook
  • Athlete evaluation
  • Strength training
  • Safety protocols
  • Performance feedback
  • Motivational coaching
  • Competition preparation
  • Data entry
  • Process improvement
  • Document management

References

Available Upon Request

Activities

Member of Phi Eta Sigma (National Honor Society). Inducted in April 2007.

Affiliations

  • PTA President at Stewart Elementary from 2023-2025
  • Current PTA Vice President at Bon Air Elementary School 2025

Certification

  • SafeSport
  • Safety & Risk Management
  • Tough Coaching or Emotional Abuse

Timeline

Gymnastics Coach

Brandy Marie's Gymnastics
04.2021 - Current

GIFT CARD COORDINATOR

Giant Eagle Corp.
10.2020 - Current

Customer Care – Call Representative – Level II

Giant Eagle Corp.
09.2019 - 10.2020

Customer Care – Call Representative

Giant Eagle Corp.
01.2019 - 09.2019

Drug & Alcohol Counselor

RHJ Medical Inc.
10.2017 - 12.2018

Human Resources, Associate

Giant Eagle Corp.
11.2010 - 11.2016

Sales Associate

Kay Jewelers Inc.
06.2007 - 07.2010

Customer Care Agent

Giant Eagle Corp.
06.2006 - 08.2006

Switchboard Operator

Giant Eagle Corp.
06.2006 - 08.2006

Bachelor’s Degree - Criminology, Psychology Minor

Indiana University of Pennsylvania

Diploma -

Burrell High School

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