Jessica Fozzard
Logan,OH
Summary
Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Overview
21
21
years of professional experience
Work History
Quality Assurance Lead
Ryder
Etna, OH
07.2024 - Current
- Investigated customer feedback regarding product performance and provided recommendations for improvements.
- Provided guidance and mentorship to junior members of the QA team.
- Organized and facilitated procedure reviews with department heads.
- Conducted research into industry best practices for procedural development and implementation.
- Facilitated meetings between stakeholders involved in the design, development, and implementation of new processes.
- Identified opportunities for process improvements that would increase efficiency.
- Resolved customer complaints quickly and efficiently in a professional manner.
- Collaborated with other departments as needed to resolve discrepancies.
- Answered customer questions regarding account discrepancies or problems.
Liaison Lead
Essilor-Luxottica
Groveport, OH
09.2016 - 12.2023
- Managed resources effectively by delegating tasks among team members according to their strengths.
- Supported the implementation of new technologies designed to improve customer experience.
- Compiled data from multiple sources for use in presentations or reports.
- Identified opportunities for improvement in processes and procedures related to liaison activities.
- Conducted research into customer needs and preferences in order to develop solutions that meet their requirements.
- Collaborated with senior management to identify areas of improvement within existing systems or strategies.
- Created reports to monitor progress on projects and initiatives.
- Responded promptly to queries from customers or other stakeholders regarding services provided.
- Coordinated communications between teams to ensure accurate information was shared in a timely manner.
- Provided advice on best practices, policies and procedures relating to liaising duties.
- Collaborated and spoke with entities both inside and outside of the business.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Identified needs of customers promptly and efficiently.
- Maintained positive working relationship with fellow staff and management.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
Surfacing Tech
VSPOne
Groveport , OH
12.2014 - 05.2015
- Acquired proficiency in utilizing a wide range of equipment across surfacing department, from digital to traditional.
- Assumed responsibility for ensuring continuous workflow in the surfacing department during scheduled breaks and lunches.
- Ensured lenses met quality standards prior to leaving the surface department
Crew Leader
Wendys Restaurant
Knoxville, TN
09.2012 - 08.2014
- Trained new hires on job duties, safety protocols, and company policies.
- Monitored and evaluated performance of crew members, providing feedback and coaching as needed.
- Directing the crew in their daily tasks.
- Covering any shortage in staff for the shift.
- Handling any customer complaints in a professional manner.
- Ensured customer satisfaction by maintaining a balance between speed and product quality.
Relief Manager
Weigles
Knoxville, TN
02.2008 - 08.2012
- Responded quickly and effectively to customer complaints and inquiries.
- Identified opportunities for improvement in existing systems and processes and implemented changes accordingly.
- Investigated incidents involving customers or staff members in order to determine root causes.
- Trained new employees on company policies, procedures, and job duties.
- Provided guidance and support to staff members in all departments while relieving senior managers.
- Assisted with training and onboarding of sales associates in store operations.
- Coordinated ordering, receiving merchandise, pricing and stocking to maintain appropriate product levels on shelves.
- Managed shifts in absence of store manager to deliver excellent customer service while promoting sales.
- Delegated work to staff, setting priorities and goals.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Billing Supervisor
East Tennessee Chiropractic
Knoxville, TN
12.2005 - 02.2008
- Resolved customer inquiries regarding invoice discrepancies or past due balances in a timely manner.
- Developed and implemented billing procedures to ensure accurate invoicing and payment collection.
- Prepared monthly reports detailing outstanding debtors' balances along with recommendations for improving collections efforts.
- Implemented continuous improvement initiatives designed to streamline existing processes for greater operational efficiency.
- Maintained records of all transactions including billings, payments received, and any adjustments made to customer accounts.
- Negotiated terms of payments with customers when necessary while ensuring compliance with company policies.
- Ensured timely processing of customer payments by setting up payment plans and negotiating settlements as needed.
- Kept operations running smoothly and solved diverse problems by coordinating with customers, management and internal departments.
Office Assistant
Brown Insurance
Knoxville, TN
03.2003 - 09.2005
- Scheduling appointments for new clients.
- Collected payments and maintained the account receivable.
- Identified most suitable company options for each client based on individual needs, enhancing the effectiveness of meetings with insurance agents.
- Making payments to insurance companies on behalf of our clients.
- Greeted and entertained customers until their appointment was ready.
Education
High School Diploma -
Grainger High School
Rutledge, TN05-1999
Skills
- Spotfire Experience
- Fast Learner
- Fast-Paced Environment
- Peer Counseling
- Oracle Experience
- Multitasking strength
- Research
- Troubleshooting
- Flexible and Adaptable
- Customer Service
- Task Prioritization
- Critical Thinking
- Calm Under Pressure
- Decision-Making
- Self-Directed
- Salesforce
- Microsoft Word
- Cisco Finesse Experience
- Excel
- Case Management
Timeline
Quality Assurance Lead
Ryder
07.2024 - Current
Liaison Lead
Essilor-Luxottica
09.2016 - 12.2023
Surfacing Tech
VSPOne
12.2014 - 05.2015
Crew Leader
Wendys Restaurant
09.2012 - 08.2014
Relief Manager
Weigles
02.2008 - 08.2012
Billing Supervisor
East Tennessee Chiropractic
12.2005 - 02.2008
Office Assistant
Brown Insurance
03.2003 - 09.2005
High School Diploma -
Grainger High School
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