Jessica Holton
Grovetown,GA
Summary
Dedicated and focused Customer Service Rep who excels at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Seeking a role of increased responsibility and authority. Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
12
12
years of professional experience
Work History
Receptionist
Turner County Elementary School
08.2011 - 08.2012
- Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information
- Use electronic file systems and maintained electronic and paper files
- Maintained the front desk and reception area in a neat and organized fashion
- Fax, copy, scan, answer, and transferred calls in and outgoing bound
Customer Service Rep
Teleperformance
02.2013 - 05.2013
- Built customer loyalty by placing follow-up calls for customers who reported product issues
- Developed effective relationships with all call center departments through clear communication.
Customer Service Rep
Convergys
08.2014 - 09.2016
- Formulated and enforced Service Center policies, procedures and quality assurance measures
- Properly directed inbound calls in phone queues to improve call flow.
Team Lead
William Sonoma Inc - Pottery Barn
06.2016 - 05.2020
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
Team Leader
TTEC
07.2021 - Current
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Built strong relationships with customers through positive attitude and attentive response.
- Held weekly team meetings to inform team members on company news and updates.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Education
Psychology
University of Phoenix
Tempe, AZ12.2024
Skills
- Mentoring
- Coaching
- Employee Evaluation
- Team Supervision
- Overtime Management
- Work Planning
- Documentation and Reporting
- Quality Improvement
- Technical Support
- Issue Resolution
- Attention to Detail
- Performance Evaluations
- Conflict Resolution
- Leading Team Meetings
- Goal Setting
- Call Center Operations
- Key Performance Indicators
- SMART Goals
- Performance Improvement
- People Management
Affiliations
The national leadership society is the largest leadership honor society. Where leadership, communication skills, and career development is implemented.
personal
Phone number: 229-402-5982
Address: 734 Benelli ct Grovetown ga, 30813
Timeline
Team Leader
TTEC
07.2021 - Current
Team Lead
William Sonoma Inc - Pottery Barn
06.2016 - 05.2020
Customer Service Rep
Convergys
08.2014 - 09.2016
Customer Service Rep
Teleperformance
02.2013 - 05.2013
Receptionist
Turner County Elementary School
08.2011 - 08.2012
Psychology
University of Phoenix
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