Jessica Harper
Louisville,KY
Summary
Results-driven customer service professional with 7+ years of experience in resolving complex customer issues, improving processes, and leading teams. Proficient in CRM software, technical support, and logistics. Seeking a challenging role that leverages conflict resolution skills, freight experience, and pharmacy technician background.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Support Dispatcher - Remote
Ascent Pro Support
Louisville, KY
01.2023 - 09.2024
- Provided support for emergency tire breakdowns and service for commercial fleet customers across the USA and Canada
- Managed multiple streams of communication, dispatched road service, verified information, and troubleshot problems.
Night Dispatch Lead / Account Tech Support
Capitol Express Courier
Louisville, KY
04.2022 - 01.2023
- Managed the dispatch board, overseeing 100+ drivers and customer accounts, and provided critical technical support for time-sensitive, life-saving medication deliveries
- Processed documents, adjusted miles and pay for drivers, and served as the primary point of contact for clients via phone and email
- Proactively resolved account and billing issues in a timely manner, ensuring customer satisfaction and business continuity
- Demonstrated self-initiative by creating a comprehensive training handbook within the first week of hire, despite the busy work environment
- Built exceptional rapport with customers, understanding their unique needs and preferences to deliver personalized service.
Document Processing CSR
Equian
Louisville, KY
01.2020 - 04.2022
- Handled sensitive documents, acted as liaison between clients and lawyers, and processed checks while ensuring security
- De-escalated potentially unpleasant situations to ensure satisfactory resolutions.
Pharmacy Tech Trainer/CSR
Chewy Pharmacy
Louisville, KY
03.2018 - 01.2020
- Engaged directly with customers regarding pet medication, contacted vets, and ensured timely delivery
- Researched and problem-solved to provide appropriate solutions while adhering to high safety and regulatory standards
- Oversaw team meetings, building exercises, and guided fellow employees in a fast-paced environment.
Customer Service Representative
High Power Technical Services
Louisville, KY
08.2013 - 03.2014
- Coordinated appointments between customers and technicians, and resolved escalated customer issues
- Troubleshot problems, made sales, and explained information to customers.
Education
High School Diploma -
North Bullitt High School
Shepherdsville, KY01.2013
Skills
- Effective Conflict Management
- Technical Proficiency
- Strong Interpersonal Skills
- Prospective Client Outreach
- Logistics Coordination Skills
- Experience in Pharmaceutical Support
- Efficient Dispatching
- Fast Typing
- Logistics Coordination
- GPS Technology Proficiency
- Technical Assistance
- Proficient in Outbound Sales
- Healthcare Billing Expertise
- Workforce Scheduling Tools
- Staff Management
- Data Analysis
- Professional Phone Communication
- CRM Software Proficiency
- Technical Support
- Client Support
- Sales Assistance
- Technology Adaptation
- Multi-Line Phone Management
- Business-to-Business Expertise
- Business-to-Consumer Marketing
- Database Management
- Experienced in Microsoft Word
- Advanced Excel Proficiency
- Office Management
- Accurate Data Entry
- Search Engine Optimization
- Information Gathering
- SharePoint Administration
- Live Chat Support
- Software Issue Resolution
- Windows Proficiency
- Salesforce Proficiency
- [Software] Proficiency
- Delivery procedures
- Processing orders
- Incident Reporting
- Critical thinker
- Customer Relations
- Dispatch Coordination
- Route Navigation
- Strategic Business Development
References
Available upon request
Certification
- Help-Desk
Timeline
Customer Support Dispatcher - Remote
Ascent Pro Support
01.2023 - 09.2024
Night Dispatch Lead / Account Tech Support
Capitol Express Courier
04.2022 - 01.2023
Document Processing CSR
Equian
01.2020 - 04.2022
Pharmacy Tech Trainer/CSR
Chewy Pharmacy
03.2018 - 01.2020
Customer Service Representative
High Power Technical Services
08.2013 - 03.2014
- Help-Desk
High School Diploma -
North Bullitt High School
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