Open To Work
Jessica Housworth
Maricopa,AZ
Work Preference
Summary
Dynamic and results-driven professional with over 10 years of experience in customer service leadership, call center operations, and client relationship management. Proven expertise in leading high-performing teams and enhancing operational efficiency while consistently delivering exceptional customer experiences in fast-paced environments. Recognized for strong communication skills and the ability to manage high-volume workloads with professionalism and a commitment to service excellence. Dedicated manager and analytical problem-solver focused on team building, motivation, and applying strategic training to enhance employee engagement and performance.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Yutka Fence
05.2025 - Current
- Manage high-volume customer interactions, including 20–30 inbound calls, 20–30 voicemail follow-ups, and 10–20 emails daily
- Conduct consistent customer follow-ups for deposits, unsold estimates, and new leads
- Convert customer inquiries into scheduled estimates and confirmed jobs
- Handle final invoice follow-ups to support timely payment collection
- Process warranty and repair requests while ensuring customer satisfaction and resolution
- Assist customers with financing applications, documentation, and follow-up communication
Customer Service Manager
Detail.com
03.2016 - 12.2024
- Promoted from Customer Service Representative to Customer Service Manager based on performance and leadership
- Managed, mentored, and trained customer service team members and new hires
- Developed and implemented training programs to improve team performance and service quality
- Streamlined operational processes to increase efficiency and customer satisfaction
- Resolved customer complaints and escalated issues with professionalism and accuracy
- Managed high-volume inbound and outbound call activity in a fast-paced environment
- Assisted customers with billing concerns, payment processing, and collections follow-up
- Entered and maintained service requests with strong attention to detail
- Provided customer support through phone, email, and live chat platforms including SnapEngage
Customer Service Manager
Mobile Messenger
03.2009 - 05.2015
- Extensive call center leadership experience supporting a social media organization with a focus on team management, quality assurance, and operational performance.
- Awards & Recognition:
- Selected for the ATSI Award of Distinction Program
- Awarded honors in 2011 and 2013
- Key Responsibilities:
- Managed agent scheduling to maintain workflow efficiency and adequate staffing coverage
- Reviewed and approved timesheets and payroll processing
- Handled escalated customer concerns and complex service issues
- Established, tracked, and monitored key performance indicators (KPIs)
- Produced weekly and monthly performance and KPI reports
- Oversaw Quality Assurance programs, including performance monitoring and coaching
- Provided call quality feedback, employee development, and corrective action management
- Managed customer complaints, including Attorney General and BBB escalations
- Created and maintained internal documentation, procedures, and reporting spreadsheets
Education
High School Diploma -
Alexander Hamilton
Los Angeles, CASkills
- Customer Service & Client Support
- Team Leadership & Employee Training
- Call Center Operations
- Conflict Resolution & Escalation Management
- Process Improvement
- CRM Systems & Data Entry
- Billing & Collections
- Quality Assurance & KPI Tracking
- Multitasking in Fast-Paced Environments
- Phone, Email & Chat Support
- Communication & Problem Solving
- Customer service
- Active listening
- Critical thinking
- Data entry
Timeline
Customer Service Representative
Yutka Fence
05.2025 - Current
Customer Service Manager
Detail.com
03.2016 - 12.2024
Customer Service Manager
Mobile Messenger
03.2009 - 05.2015
High School Diploma -
Alexander Hamilton
ADDITIONAL STRENGTHS
- Strong organizational and time management skills
- Ability to build rapport with customers and team members
- Experienced in handling high-volume workloads with accuracy and efficiency
- Adaptable and quick to learn new systems and processes