Jessica Grant
San Luis Obispo,CA
Summary
Results-focused service professional with strength in data management and employee development. Proactive leader with strengths in communication and collaboration. Proficient in leveraging written correspondence and Microsoft Office knowledge to promote productivity. Adept at managing concurrent objectives to promote efficiency and influence positive outcomes.
Overview
13
13
years of professional experience
Work History
Freelance Copy Editor
Kathy Freeman Company
San Luis Obispo, CA
09.2022 - Current
- Proofread and reviewed print and electronic content for correct grammar and adherence to house style.
- Edited documents and assessed copy for grammar issues, delivering error-free materials to clients.
- Proofread manuscripts and other forms of copy for general grammatical correctness, proper flow and sentence layout.
- Managed multiple writing and editing assignments in dynamic environment within stated timelines.
Fulfillment Operator
Tennis Warehouse
San Luis Obispo, CA
02.2017 - Current
- Accepted, processed and filled orders quickly and accurately.
- Assisted in picking and loading process as required by business needs by efficiently picking and assembling orders.
- Coordinated with other associates on day-to-day work activities to drive productivity and achieve operational objectives.
- Fulfilled orders quickly to accomplish challenging daily objectives.
- Pulled merchandise to fulfill orders to specification.
- Established and enforced clear goals to keep employees working collaboratively.
Customer Service Manager
Skate warehouse
San Luis Obispo, CA
08.2021 - 07.2022
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Interviewed, hired and trained staff to meet company objectives.
- Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback.
- Evaluated employee job performance and motivated staff to improve productivity.
Floor Supervisor
Tennis Warehouse
San Luis Obispo, CA
09.2015 - 02.2017
- Delegated tasks appropriate to individual employees to provide development opportunities.
- Addressed employee issues and conflicts to provide input, feedback and coaching.
- Collaborated with leadership to determine needs and devise improvement plans to reach strategic targets.
- Taught junior employees how to meet operational and sales goals with proactive strategies.
Customer Service Supervisor
Tennis Warehouse
San Luis Obispo, CA
09.2014 - 08.2015
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Answered phone calls and responded to questions and concerns.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback.
- Mitigated escalated issues to drive customer satisfaction.
- Evaluated employee job performance and motivated staff to improve productivity.
Customer Service Representative
Tennis Warehouse
San Luis Obispo, CA
05.2011 - 08.2014
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Stung racquets in a timely and efficient manner according to customer requests.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Answered inbound calls, chats and emails to facilitate customer service.
Education
Associate of Arts - Journalism
Cuesta College
San Luis Obispo, CA06.2015
Bachelor of Arts - English
California Polytechnic State University-San Luis Obispo
San Luis Obispo, CA05.2012
Skills
- Verbal and Written Communication
- Decision Making
- Time Management
- Problem-Solving
- Continuous Improvement
- Workflow Management
- Teamwork and Collaboration
- Proficient in Microsoft Office applications
Timeline
Freelance Copy Editor
Kathy Freeman Company
09.2022 - Current
Customer Service Manager
Skate warehouse
08.2021 - 07.2022
Fulfillment Operator
Tennis Warehouse
02.2017 - Current
Floor Supervisor
Tennis Warehouse
09.2015 - 02.2017
Customer Service Supervisor
Tennis Warehouse
09.2014 - 08.2015
Customer Service Representative
Tennis Warehouse
05.2011 - 08.2014
Associate of Arts - Journalism
Cuesta College
Bachelor of Arts - English
California Polytechnic State University-San Luis Obispo
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