Jessica Hawley
Chandler,AZ
Summary
Excellent customer service skills developed through job experiences. People-oriented individual with attention to detail and a positive attitude. Computer skills experience. Analytical thinking. Well-developed leadership skills learned during my time in the United States Army. Team player. Excels at time management. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Resourceful customer service representative paired with outstanding active listening and multitasking abilities.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Spectrum
Colorado Springs, CO
01.2022 - 04.2022
- Provided exceptional customer service to ensure customer satisfaction.
- Responded to customer inquiries via phone and chat.
- Documented customer interactions in internal systems accurately.
- Educated customers on product features and benefits effectively.
- Collaborated with team members to resolve complex issues swiftly.
- Managed customer complaints with empathy and professionalism.
- Updated account information in the customer management system promptly.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved customer complaints promptly and efficiently.
- Surpassed sales goals through implementation of successful marketing strategies.
Customer Service Technician
MCSC
Fort Carson, CO
11.2020 - 01.2022
- Adhere to the BGN Standard Operating Procedures (SOP).
- Perform day-to-day operation functions within the Network Operations Center.
- Monitor network capabilities, functions, and performance via all means provided by PM FBCB2, such as diagnostic tools, monitoring systems, individual platforms, or data supplied by other sources.
- Save electronic data logs daily.
- Complete electronic shift logs daily.
- Create a paper log in the absence of the electronic capability.
- Report all configuration management changes in hardware, software, and systems tasks to the Site Lead, Site Engineer, and Shift Lead.
- Perform network task changes to servers based on direction from the BFT Ops Chief Engineer, Deputy Chief Engineer, or local Systems Engineer, based on current situational requirements.
- Monitor and maintain, or replace, hardware as required.
- Provide help desk functions to assist personnel in the field with troubleshooting platform and network issues.
- Elevate troubleshooting issues that cannot be corrected by local Systems Administrator personnel.
- Provides duties as an Operator, Watch Officer, or Security Officer for the government-supplied Radiant Mercury server.
- Act as a liaison with local command and field personnel for briefings, administrative actions, and providing data back to PM MC and engineering.
- Report to the MCSC Site Lead.
- Perform any other duties not directly specified in this job description, as directed by the Site Lead, Ops Chief Engineer, or Ops Director.
- Document all help desk contacts within the MCSC database to detail issues reported, who reported the issue, unit with the issue, location and complete history of issue being worked.
Warehouse Order Picker
Canteen Vending
Colorado Springs, CO
01.2020 - 03.2020
- Maintained a high level of customer service
- Communicated efficiently with drivers for orders
- Manages pick ticket orders
- Pulls warehouse items from the shelves based on number, size, quantity, and quality requirements
- Ensures all orders are accurate
- Operates hand held scanners to ensure proper orders are picked and inventory is managed accurately
- Stages completed jobs for drivers
- Operates handling equipment and ensures safety regulations are followed
- Inventory
- Receiving incoming product
- Load delivery trucks as requested
Petroleum Supply Specialist
United States Army
Fort Carson, CO
11.2015 - 01.2018
- Supervised or received, stored, accounted for, dispensing, issuing, and shipped bulk or packaged petroleum, oils, and lubricants (POL) products
- Issued and dispensed bulk fuel and water from storage and distribution facilities to using units
- Performed petroleum and water accounting duties. Operated equipment associated with petroleum and water distribution system and multi-product pipeline system. Fueled vehicles
- Took emergency precautions to prevent harm to self and fellow soldiers in event of a petroleum spillage or fire at the motor pool or field trainings
- Maintained weapons qualifications throughout time in service
- Conducted physical training every day and maintained physical fitness standards
- Led physical training for platoon for several months
- Ran the Colorado Springs Airport visitor center for 2 consecutive summers during my time on active duty and my responsibilities were to provide customer service to all individuals needing assistance at the airport, PMCS military vehicle, transport and check in incoming soldiers to Fort Carson
- Sergeant Major and Battalion Commanders driver. Daily tasks included office work for the battalion, customer service to all high-ranking soldiers, clean the battalion building, PMCS military vehicles
- Worked at McKibben Fitness Center for 6 months during my time on active duty and daily tasks included the front desk customer service, answering phones, enforced policies and procedures, cleaning duties throughout the building, coordinate with high-ranking soldiers conducting PT tests, and assisted in a 10 mile marathon event for Fort Carson soldiers
Teacher/Floater
Sunshine Playhouse
Saginaw, TX
06.2013 - 12.2013
- Taught educational programs for children aged 6 weeks to kindergarten and cared for special needs children such as autism and mental illnesses
- Communicated with team and manager with daily updates and special needs
- Coordinated with supervisor to implement new training programs
- Discussed behavior or behavioral issues with parents or guardians
- Monitored the behavior and health of children
- Offered comfort and advice to children dealing with various situations
- Prepared meals and snacks for children
- Conducted daily cleaning responsibilities
- Provided customer service to children's parents
- Organized seasonal holiday parties for children
Cashier
Walmart
Fort Worth, TX
04.2011 - 10.2011
- Customer service
- Processed POS transactions, including checks, cash and credit purchases or refunds
- Counted cash in register drawer at beginning and end of shift
- Adhered to all store retail procedures and policies
- Served multiple customers' questions on purchases and store policies
- Served multiple customers simultaneously in a stressful environment
- Packed purchases into plastic bags neatly to maximize space and efficiency for customers
- Verified customers' ages for legal compliance with products such as alcohol and tobacco products
Carhop/Cook
Sonic Drive-In
Fort Worth, TX
09.2006 - 09.2008
- Developed a high level of customer service, attention to detail, and a positive attitude
- Received and processed POS transactions, including, cash and credit purchases
- Maintained clean, sanitized and well-organized food preparation zones to promote store efficiency
- Adhered to all store procedures and policies
- Educated customers about product options to exceed their expectations
- Maintained professionalism while dealing with high order volumes and quality assurance
- Consistently met sales targets by encouraging customers to buy extra food items such as drinks, desserts and sides
- Checked completed orders for accuracy, double-checked order accuracy, and bagged meals for easy carrying
- Performed shift change tasks each day to keep store efficient and neat
- Worked in the kitchen as a cook when low staffed
- Daily cleaning responsibilities
Education
Some College (No Degree) - Counseling And Applied Psychological Science
Arizona State University
Tempe, AZSkills
- Customer service
- Active listening
- Empathetic communication
- Time management
- Data entry
- Microsoft Office Suite
- Call center operations
- Product sales
- Conflict resolution
- Critical thinking
Timeline
Customer Service Representative
Spectrum
01.2022 - 04.2022
Customer Service Technician
MCSC
11.2020 - 01.2022
Warehouse Order Picker
Canteen Vending
01.2020 - 03.2020
Petroleum Supply Specialist
United States Army
11.2015 - 01.2018
Teacher/Floater
Sunshine Playhouse
06.2013 - 12.2013
Cashier
Walmart
04.2011 - 10.2011
Carhop/Cook
Sonic Drive-In
09.2006 - 09.2008
Some College (No Degree) - Counseling And Applied Psychological Science
Arizona State University
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