JESSICA HARRELL
Virginia Beach,VA
Summary
Polished Senior Advocacy Coordinator with a devotional spirit and proven performance history in a plethora of areas. Specializing in leadership success management, and resolving complex customer issues. Operating as a Payment Investigator, Communications Specialist, Internal Loss Prevention Officer (operating government vehicles), and a Retail/Merchandiser over the last 15 years has provided all of the necessary knowledge, wisdom, and understanding on how to master any task. Highly motivated to lead, encourage, and add proficient value to the team.
Overview
8
8
years of professional experience
1
1
Certification
Work History
STORE LEADER
VIRGINIA ABC STORE
Chesapeake, Virginia
04.2025 - Current
- Increased customer satisfaction with proactive initiatives focused on improved engagement and service resolutions.
- Stocked shelves and racks and placed pods in key areas to attract customers to store.
- Organized promotional displays to enhance product visibility and customer engagement.
- Assisted staff in delivering excellent customer service and resolving inquiries.
- Managed inventory levels and ensured product availability on the sales floor.
- Resolved customer service issues to ensure customer satisfaction.
- Provided feedback on the performance of staff members through regular audits.
- Secures store and safe/warehouse functions without supervision.
MAIL CARRIER II
United States Post Office
Virginia Beach, Virginia
03.2024 - 07.2025
- Operates postal vehicles safely on established routes in varying weather conditions.
- Delivers mail and packages promptly and accurately to residential and business addresses.
- Offered friendly and efficient service to customers, and handled challenging situations with ease.
- Enhanced customer satisfaction with timely and accurate mail delivery to both residential and commercial addresses. Sorted and organized over 300 pieces of mail by delivery route each day.
- Obtains signatures for package deliveries as proof of delivery, to avoid discrepancies.
- Collected outgoing mail, and ensured correct postage and documentation.
- Scanned packages for delivery tracking.
- Assisted other carriers with their routes as needed during peak periods.
- Provided customer service by answering delivery questions and handling mail concerns.
- Reported address changes, hazardous conditions, and undeliverable mail to the postmaster.
- Maintained accurate delivery records, and followed all USPS regulations and procedures.
Senior Customer Service Coordinator
Capital One
Chesapeake, Virginia
11.2017 - 02.2024
- Respond to technical inquiries via chat, email, or web-based support systems.
- Assisted users in troubleshooting software, hardware, or network issues. Helped customers install, configure, and update software.
- Identify complex issues, and escalate them to higher-level tech teams. Document the problem and the steps that have already been taken.
- Maintain records of issues and solutions.
- Escalate unresolved issues to Tier 2 or specialized support teams.
- Resolve basic to moderately complex technical problems.
- Identify and investigate suspicious, delayed, or incorrect payments.
- Navigated multiple computer systems and applications, and utilized search tools to find information.
- Provided guidance and mentorship to junior staff members when needed.
- Resolved escalated complaints and answered questions regarding policies and procedures for over 500 customers a month.
- Facilitated monthly meetings with other leaders on projects involving multiple teams from different divisions to gain insight from clients. Demonstrated ability to effectively manage multiple escalated customer complaints simultaneously, and prioritize tasks accordingly.
- Maintained clear, accurate records of all investigations and resolutions.
- Prepare investigation reports or summaries for management.
- Identified areas of improvement within the organization, which contributed to a better overall customer experience.
- Exhibited excellent listening skills when dealing with customer grievances in order to provide tailored solutions that met the individual's needs.
- Supervise, mentor, and support a team of customer service representatives to ensure excellent customer satisfaction and performance.
- Ensure compliance with quality standards, and manage conflict resolution in a timely, professional manner.
Education
MASSAGE TECHNIQUE
SOPHIA'S MASSAGE SCHOOL
Chesapeake, VA01-2023
High School Diploma -
NORVIEW HIGH SCHOOL
Norfolk, VA02-2007
Skills
- Creativity and innovation
- Emotional Intelligence
- Complaint Investigations
- Excellent Communication
- Work Ethic and Reliability
- Customer Success management
- Documentation and reporting
- Restocking oversight
- Payment processing
- Friendly and positive
- Policies and procedures
- Adherence
- Critical thinking
- Teamwork
- Customer service
- Problem-solving
- Multitasking
- Time management
Certification
- COMPLETED CORE 1 CLASS FOR RESIDENTIAL BUILDING INSPECTOR.
- IN PURSUIT OF THE INTERNATIONAL CODE COUNCIL CERTIFICATION.
- UPCOMING COURSE TO COMPLETE FROM THE JACK A PROTCOR VA BUILDING CODE ACADEMY.
Languages
English
Full Professional
Timeline
STORE LEADER
VIRGINIA ABC STORE
04.2025 - Current
MAIL CARRIER II
United States Post Office
03.2024 - 07.2025
Senior Customer Service Coordinator
Capital One
11.2017 - 02.2024
MASSAGE TECHNIQUE
SOPHIA'S MASSAGE SCHOOL
High School Diploma -
NORVIEW HIGH SCHOOL