Jessica Elder
Dyersburg,TN
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
7
7
years of professional experience
Work History
Customer Service Associate
Conduent
Remote
08.2024 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Maintained a high level of product knowledge, providing accurate information to customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Managed large volumes of enrollment applications, ensuring accuracy and adherence to deadlines.
- Improved first-call resolution rates through effective problem-solving skills and comprehensive knowledge of company offerings.
Shift Lead & Pharmacy Technician
Walgreens
4 2021 - 05.2024
- Completed store opening and closing procedures and balanced tills.
- Trained new employees on company policies, procedures, and best practices for optimal performance.
- Trained and mentored new employees to maximize team performance.
- Oversaw cash handling procedures, ensuring accuracy and proper documentation at all times.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
- Assisted in maintaining a clean and organized work environment, ensuring compliance with safety regulations.
Assistant Manager
Subway
02.2019 - 04.2021
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
Shift Lead
Pizza Hut
11.2017 - 10.2018
- Mentored kitchen staff to prepare each for demanding roles.
- Handled high-pressure situations calmly and professionally, maintaining focus on completing tasks efficiently without compromising quality.
- Inspected freezer and refrigerator daily to check and maintain proper temperatures.
- Maintained a clean and organized workspace, adhering to health department standards for safety and sanitation.
- Maintained high food quality standards by checking delivery contents to verify product quality and quantity.
- Managed food costs successfully by monitoring portion sizes consistently and minimizing spoilage through careful rotation practices.
Education
High School Diploma -
Dyersburg High School
05.2013
Skills
- Customer service
- Customer support
- Problem resolution
- Team collaboration
- Inbound phone calls
- Call center operations
- Call control
- Customer communications
Timeline
Customer Service Associate
Conduent
08.2024 - Current
Assistant Manager
Subway
02.2019 - 04.2021
Shift Lead
Pizza Hut
11.2017 - 10.2018
Shift Lead & Pharmacy Technician
Walgreens
4 2021 - 05.2024
High School Diploma -
Dyersburg High School