Hi, I’m
JESSICA JEAN-CHARLES
Pawtucket,RI
Summary
Knowledgeable and dedicated customer service professional with extensive experience in a variety of industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
years of professional experience
Work History
East Side Clinical LaboratoryEast Providence, RI
Client Services Representative
03.2021 - 09.2022
Job overview
- Processed over 50 client requests through incoming calls and email per day
- Utilized company databases to resolve technical errors
- Reported confidential medical information to appropriate physicians
- Monitored multiple queues
- Educated customers about billing, payment processing and support policies and procedures
- Increased efficiency and team productivity by promoting operational best practices
- Maintained accurate record-keeping with proactive attention to client information updates
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
City on a Hill Public Charter SchoolBoston, MA
Office Manager
07.2016 - 06.2020
Job overview
- Managed all aspects of office (appearance, enforced rules, stock)
- Drafted or edited written communications to families, staff members and vendors
- Provided administrative support to Principal, VP, Deans and other staff members
- Collaborated with finance department to create yearly operating budgets
- Maintained positive student/parent relations by addressing problems head-on and implementing successful corrective actions
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving
- Created, maintained and updated filing systems for paper and electronic documents on 265 new/active students
SimpliSafeBoston, MA
Team Lead
08.2015 - 07.2016
Job overview
- Monitored and assisted 15 new customer support reps on troubleshooting difficult technical issues
- Conducted training and mentored 15 new team members to promote productivity and commitment to friendly service
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations
- Supervised team members to confirm compliance with set procedures and quality requirements
- Built strong relationships with customers through positive attitude and attentive response
Mass. College of Liberal ArtsNorth Adams, MA
Circulation Assistant
09.2014 - 05.2015
Job overview
- Successfully completed check-in and check-out procedure for visitors taking or returning over 60 library books and audio materials daily
- Assisted students and faculty locate books, articles, and other research materials
- Supervised and trained 3 student employees
- Answered telephone and offered general information in response to inquiries
Education
Mass. College of Liberal ArtsNorth Adams, MA
Bachelor's degree from Management
08.2013
University Overview
- 3.1 GPA
- Vice President and founding member of MCLA Allegrettos
- Resident Advisor
Skills
- Microsoft Office/Google Suites (Word, PowerPoint, and Excel)
- Project Planning
- Data Entry and Research
- Complaint Resolution
- Outbound Calling
- Database Management
- Service Recommendations
- Customer Support
- Client Needs Assessment
- Promotional Mailings
- Calm and Professional Under Pressure
- Invoice Preparation and Processing
Timeline
Client Services Representative
East Side Clinical Laboratory
03.2021 - 09.2022
Office Manager
City on a Hill Public Charter School
07.2016 - 06.2020
Team Lead
SimpliSafe
08.2015 - 07.2016
Circulation Assistant
Mass. College of Liberal Arts
09.2014 - 05.2015
Mass. College of Liberal Arts
Bachelor's degree from Management
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