Jessica Harding
Warminster,PA
Summary
Hardworking professional with over 12-years of experience with customer service and over 4-years of experience with team leadership. Adept at promoting business efficiency and enabling gains in quality and profitability by providing top-notch team leadership. My experience and wealth of knowledge allow me to be flexible in any work environment. I have strong interpersonal skills proven through my team satisfaction. I pride myself as a creative problem solver who has extensive understanding in leading my teams by example, coaching, and training on new programs. I am passionate about delivering results and exceeding goals.
Overview
12
12
years of professional experience
Work History
Refund Research Department Lead
Amtrak
03.2023 - Current
- Approve/Review all cases that were completed by the Refunds Research agents
- Lead the team on what strategy to take for all service disruptions (ex: call backs/rebooking/honoring fares)
- Create and issue Amtrak Customer Notifications via, phone calls or email
- Monitor performance of refund research agents and provide feedback
- Assign/Manage projects using Microsoft Teams to communicate to multiple agents at the same time
- Training all new Refund Research Agents.
- Communicated with managers of other departments to maintain transparency.
- Introduced new methods, practices, and systems to reduce turnaround time.
Relief Supervisor
Amtrak
01.2023 - Current
- Coaching and motivating the call center agents as they handle interactions from customers
- Ensuring that every agent is well prepared by monitoring their progress, ensuring that they understand and meet performance targets, answer their questions, and provide them with ongoing coaching opportunities and feedback
- Proficient in CMS, CICSPROD, Workforce, Reports Manager, Case management, RailRes, and SharePoint.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Residential Real Estate Sales Agent
Honest Real Estate
01.2021 - Current
- In-depth knowledge of Federal/State laws and NEPA compliance
- Effective time-management performance with beating timelines and filing paperwork
- Provide quick responses to questions or request
- Contract negotiations
- Proficient with B-Carr, Bright MLS, Zip forms, DocuSign, NAR, and Excel/Word.
- Managed contracts, negotiations, and all aspects of sales to finalize purchases and exceed customer expectations.
- Negotiated, facilitated, and managed real estate transactions.
- Communicated with clients to understand property needs and preferences.
- Maintained connections with clients to encourage repeat business and referrals.
- Prepared and presented contracts and other legal documents to clients.
Refund Research Department Agent
Amtrak
11.2019 - 03.2023
- Assist with confidential information for the company and the customers including credit cards, medical documentation, and Amtrak checks
- Create/Send duplicate receipts per customer request and filing refund request cases for review
- Assist leads as the Back-Up Lead and complete all service disruptions for cancelled/delayed trains or running ACNs.
- Followed up on customers' inquiries to assess satisfaction with provided solutions.
Overnight Station Agent
Amtrak
06.2016 - 11.2019
- Multi-tasked with ADA Assist, Ticketing, Usher, Information Desk, and organizing track paperwork for conductors
- Programming the center board for updated train status or holiday schedules
- Processed and loaded baggage/shipments as well as file cases for lost baggage.
- Proven ability to learn quickly and adapt to new situations.
Customer Relations Department
Amtrak
11.2013 - 06.2016
- Responsible with recording customer complaints/complements about service
- Created electronic vouchers and issue according to the case request to retain customers.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Sales Agent
Amtrak
01.2012 - 11.2013
- Help customers reserve/change Amtrak reservations for travel
- Knowledgeable of updated schedules, rates, routing, connections and policy.
- Increased sales and customer satisfaction through personalized servicing.
Education
Residential Real Estate -
Polley Associates School of Real Estate
01.2020
Cosmetology -
Empire Beauty School
06.2012
General Education -
Philadelphia Academy High School
06.2011
Skills
- Staff Training
- Department Collaboration
- Multitasking Strength
- Organizational Abilities
- Team Training
- Contract Negotiation
- Team Development
- Customer Relations
Timeline
Refund Research Department Lead
Amtrak
03.2023 - Current
Relief Supervisor
Amtrak
01.2023 - Current
Residential Real Estate Sales Agent
Honest Real Estate
01.2021 - Current
Refund Research Department Agent
Amtrak
11.2019 - 03.2023
Overnight Station Agent
Amtrak
06.2016 - 11.2019
Customer Relations Department
Amtrak
11.2013 - 06.2016
Sales Agent
Amtrak
01.2012 - 11.2013
Residential Real Estate -
Polley Associates School of Real Estate
Cosmetology -
Empire Beauty School
General Education -
Philadelphia Academy High School