Jessica Hawkins
Alorica/CVS
Memphis,TN
1
Certification
13
years of professional experience
Professional with proven expertise in customer support, adept at resolving issues efficiently and enhancing client satisfaction. Strong collaborator who thrives in team environments and adapts readily to changing demands. Skilled in communication, problem-solving, and using CRM software to deliver impactful results. Known for reliability and results-driven approach, ensuring high standards are consistently met.
Work History
Customer Support Specialist
3 Months- Resolved inbound customer inquiries with accurate account, billing, and service information.
- Documented case details in CRM systems while maintaining HIPAA-compliant records.
- Escalated complex issues to appropriate teams and tracked resolution through closure.
- De-escalated sensitive customer interactions using clear communication and empathy.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Guided customers through benefit, claims, and prescription support processes.
Merchandiser/Order Entry
1 Year 7 Months- Monitored inventory levels and placed re-order requests as needed.
- Led shelf merchandising to align product placement with planograms and brand standards.
- Maintained stock rotation and organized backroom inventory to reduce out-of-stock conditions.
- Executed seasonal resets and promotional displays across assigned store locations.
- Updated pricing and signage to complete product displays and educate customers.
- Improved overall store appearance by performing routine maintenance tasks such as cleaning shelves, updating signage, and reporting damaged fixtures for repair or replacement.
- Collaborated with store management to develop promotional plans and execute timely merchandise resets.
- Enhanced customer shopping experience with meticulous attention to product placement and accessibility.
- Executed shelf resets and planogram updates to maintain accurate store presentation.
- Trained new merchandisers on stocking standards, signage placement, and display compliance.
- Maintained detailed visit notes and photo documentation for merchandising quality checks.
- Reorganized backroom product flow to improve replenishment speed and reduce merchandising errors.
- Reviewed store conditions and adjusted merchandising priorities to align with reset requirements.
Customer Service Representative
2 Years 6 Months- Developed positive relationships with customers through friendly interactions.
- Answered customer inquiries and provided accurate information regarding products and services.
- Identified opportunities for upselling additional products or services based on customer needs.
- Handled incoming calls and directed callers to appropriate department or employee.
- Participated in credit and collections activities.
- Managed phone, email, and walk-in orders with accurate floral arrangement details and delivery instructions.
- Resolved customer concerns promptly, maintaining satisfaction through empathetic service and clear communication.
- Coordinated daily order processing with designers and delivery staff to ensure timely fulfillment.
- Verified product availability, substituted blooms appropriately, and protected order accuracy during peak demand.
- Monitored special event and sympathy orders to support sensitive requests with professionalism and care.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Front End Supervisor
1 Year 1 Month- Conducted regular performance evaluations of front end personnel.
- Organized staff schedules to maximize efficiency while minimizing labor costs.
- Developed weekly reports detailing front-end activity, such as sales volume, number of transactions, average transaction size.
- Trained associates on POS procedures, cash handling, and service standards.
- Coordinated opening and closing tasks, supporting consistent front-end readiness.
- Scheduled front-end staff to align coverage with peak traffic and business needs.
- Maintained a clean and organized front-end area to ensure a pleasant shopping experience for customers.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Handled personnel issues such as attendance tracking, time-off requests, disciplinary actions fairly.
Server/Bartender Corporate Trainer
5 Years 7 Months- Delivered attentive table service while coordinating orders accurately with kitchen and bar teams.
- Recommended menu items, beverages, and specials to enhance guest dining experience.
- Processed guest orders and payments through POS systems with accuracy and speed.
- Mixed and served cocktails, beer, and wine while following responsible alcohol service standards.
- Resolved guest concerns promptly to support positive dining experiences and repeat visits.
- Trained new team members on service standards, menu knowledge, and bar procedures.
- Maintained impeccably clean, attractive and well-stocked bar area.
- Upheld strict regulations for safe alcohol service and food safety.
- Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines, and mixers.
- Used extensive knowledge of beer, wine and spirits to make informed recommendations to customers.
Education
High School Diploma
Some College (No Degree) - Forensic Chemistry
Some College (No Degree) - Criminal Justice
Skills
Customer service driven
Excellent verbal and written communication skills
Excellent attention to details
Very fast paced experience
Call center experience
Active listening
Multitasking and organization
Customer service excellence
Empathy and patience
Adaptability and flexibility
Verbal and written communication
Analytical thinking
Microsoft windows and office
Incoming call management
Accomplishments
Corporate trainer of the year for my region.
Certification
TABC certified
Serv Safe certified
Timeline
Customer Support Specialist
Alorica/CVS
10.2025 - 01.2026Read More
Merchandiser/Order Entry
Shift Smart
10.2022 - 05.2024Read More
Customer Service Representative
Pughs Flowers
02.2020 - 08.2022Read More
Front End Supervisor
Lucky Cat Studio
12.2018 - 01.2020Read More
Server/Bartender Corporate Trainer
Longhorn Steakhouse
05.2013 - 12.2018Read More
University of Memphis
Some College (No Degree) from Criminal Justice
Read More
University of Mississippi
Some College (No Degree) from Forensic Chemistry
Read More
Overton High School
High School Diploma
Read More