Jessica Herpel
Layton
Summary
Proactive, friendly customer service specialist dedicated to meeting and exceeding expectations at every interaction. Timely and professional with extraordinary communication skills and ability to build and cultivate relationships to drive business retention. Technical writer nearing an English degree and seeking opportunities for further growth and experience. Adept at writing support documents for various products, selecting appropriate mediums for product audiences, and gathering feedback from customers and manufacturers. Always willing to revise documents as new issues and needs arise.
Customer service professional with strong background in delivering exceptional support and customer satisfaction in high-volume environments. Known for excellent communication skills and ability to resolve issues promptly. Highly collaborative and adaptable, ensuring team success and consistently meeting targets.
Overview
11
11
years of professional experience
Work History
Call Center Representative
America First Credit Union
01.2025 - 10.2025
- Managed high-volume inbound calls, ensuring timely resolution of customer inquiries.
- Utilized CRM software to track interactions and maintain accurate customer records.
- Collaborated with team members to develop solutions for complex customer issues.
- Conducted training sessions for new representatives on product knowledge and call protocols.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
Assistant Manager
Holiday Oil
11.2023 - 01.2025
- Inspect equipment and read order sheets to prepare for delivery to users.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
- Record the number, type, and cost of items sold to determine which items may be unpopular or less profitable.
- Prepare merchandise for purchase or rental.
- Train or instruct employees in job duties or company policies or arrange for training to be provided.
Assistant Manager
GameStop
06.2021 - 10.2023
- Plan layouts of stockrooms, warehouses, or other storage areas, considering turnover, size, weight, or related factors pertaining to items stored.
- Resolve customer complaints or answer customers' questions regarding policies and procedures.
- Make recommendations to management concerning such issues as staffing decisions or procedural changes.
- Maintain records pertaining to inventory, personnel, orders, supplies, or machine maintenance.
- Monitor inventory levels and requisition or purchase supplies as needed.
- Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
Daycare Teacher
Sunnyside Daycare
05.2022 - 08.2022
- I personally worked with children and helped with teaching them about different subject.
Busser
Magleby's
09.2016 - 03.2017
- Which cleaned up tables and cleaned the floors. I also was dishwasher in the back.
Cashier
McDonald's
01.2015 - 05.2015
- I was front counter taking peoples orders
- I did back window taking peoples orders
- I also cleaned the lobby at night.
Education
Bachelor of Arts - Creative Writing
Weber State University
Ogden, UT09-2026
Associate's degree - Science
Weber State University
Ogden, UT12.2022
High School Diploma - undefined
Dixie High School
Saint George, UT05.2016
Skills
- Computer Skills
- Creative Writing
- Technical Writing
- Customer Service Skills
- Data entry
- Customer support
- Problem-solving skills
- Resolving issues
Timeline
Call Center Representative
America First Credit Union
01.2025 - 10.2025
Assistant Manager
Holiday Oil
11.2023 - 01.2025
Daycare Teacher
Sunnyside Daycare
05.2022 - 08.2022
Assistant Manager
GameStop
06.2021 - 10.2023
Busser
Magleby's
09.2016 - 03.2017
Cashier
McDonald's
01.2015 - 05.2015
Associate's degree - Science
Weber State University
High School Diploma - undefined
Dixie High School
Bachelor of Arts - Creative Writing
Weber State University
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