Jessica Gatling
Cary,NC
Summary
Proven leader in customer service and problem-solving, excelling at UniFirst with top-tier conflict resolution and customer satisfaction. Skilled in Microsoft Outlook and active listening, I boosted first-call resolutions and significantly reduced delinquency rates. Expert in transforming challenges into opportunities for growth, demonstrating unparalleled dedication to excellence and team development. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
UniFirst
02.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
Shift Manager/Key Holder
Luihn Food Systems
06.2023 - 02.2024
- Trained new employees on company policies, procedures, and job-specific tasks to ensure their success in the role.
- Oversaw cash handling procedures, maintaining accurate records of transactions and preventing discrepancies.
- Delegated tasks effectively among team members based on their strengths and skill sets leading to greater productivity levels.
- Maintained store cleanliness throughout the day to create a welcoming atmosphere for both customers and staff members alike.
- Managed inventory levels, ensuring adequate stock for smooth business operations and minimizing waste.
- Analyzed sales data to identify trends or areas requiring improvement to meet established targets consistently.
Customer Care Supervisor
OneHome Solutions
01.2022 - 05.2023
- Increased first-call resolution rate through effective coaching and mentoring of team members.
- Developed comprehensive training materials to expedite new hire onboarding process.
- Established clear performance expectations, resulting in improved staff accountability and consistency in service delivery.
- Coordinated with other departments to address interdepartmental issues impacting customer care outcomes.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
Account Resolution Specialist 3
Wells Fargo Auto
04.2017 - 12.2021
- Mentored junior staff members, sharing expertise in effective communication techniques and conflict resolution strategies for better results.
- Negotiated arrangements to manage defaults, payment plans, or full remittance of balance owed.
- Resolved account discrepancies by analyzing financial data and collaborating with internal departments.
- Negotiated payment arrangements with clients, maintaining strong relationships while safeguarding company interests.
- Maintained up-to-date knowledge of industry trends and regulatory changes to ensure compliance in account resolution practices.
- Documented all actions performed and interactions with customers.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Trained new team members on scripts, company services, and collection strategies.
Delinquency Specialist
Seterus, IBM
02.2013 - 03.2017
- Enhanced team performance by providing training and support on best practices in debt collection and customer service techniques.
- Maintained accurate records of all collection activities, including borrower contacts, payment agreements, and account status updates.
- Improved borrower communication by developing clear, concise written correspondence and conducting professional phone conversations.
- Reduced delinquency rates by implementing effective collection strategies and providing financial counseling to borrowers.
- Worked in call center environment handling manual and automatically dialed outbound calls.
Education
Diploma -
Sanderson High School
Raleigh, NCSkills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Microsoft Outlook
- Call Center Operations
- Data Collection
- Research
- Account Management
- Key holder experience
Timeline
Customer Service Representative
UniFirst
02.2024 - Current
Shift Manager/Key Holder
Luihn Food Systems
06.2023 - 02.2024
Customer Care Supervisor
OneHome Solutions
01.2022 - 05.2023
Account Resolution Specialist 3
Wells Fargo Auto
04.2017 - 12.2021
Delinquency Specialist
Seterus, IBM
02.2013 - 03.2017
Diploma -
Sanderson High School