JESSICA "JESSY" HOUSE
ZEBULON,US
Summary
Results-driven Customer Service Manager with expertise in optimizing operational workflows and enhancing customer relations. Proven ability to manage service operations across various states while ensuring compliance and financial accuracy. Focused on implementing strategic solutions that drive efficiency and elevate customer satisfaction.
Overview
13
13
years of professional experience
Work History
Customer Service Manager
Skylift Garage Doors
Knightdale, US
01.2024 - 05.2026
- Manage customer service operations while communicating with in excess of 50 project managers spanned over five new-construction builders.
- Serve as key contact for customer issues across SC, NC, and TN.
- Coordinate with project managers to ensure timely resolutions and maintain customer satisfaction.
- Ensure timely completion of projects and customer satisfaction.
- Managed customer inquiries and resolved issues efficiently.
- Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Implement efficient systems for inbound calls, site visits, and inspections.
- Trained new staff on service protocols and tools.
- Facilitated communication between customers and technical teams.
- Orchestrate new construction door installations and warranties.
- Provide crucial support in accounts payable and receivable.
- Ensure team compliance with licensing requirements.
- Oversaw inventory management for garage door components.
- Served as point-of-contact between customers and internal teams regarding escalated issues requiring special attention.
Healthcare Recruiter
Trustaff
Cincinnati, US
02.2022 - 11.2023
- Leveraged data-driven approaches to evaluate candidates and optimize recruitment strategies, enhancing placement success rates for healthcare positions.
- Streamlined staffing strategies and managed end-to-end recruitment processes, resulting in successful placements and strengthened client relationships.
- Proactively source passive candidates through networking, cold calling, advertisements, job fairs, and internet search/social media.
- Evaluate active candidates, and influence candidate decision-making through a consultative recruitment approach.
- Conducted in-depth interviews to assess candidate qualifications and fit.
- Collaborated with hiring managers to define staffing needs and position requirements.
- Developed relationships with healthcare professionals and agencies to facilitate effective candidate sourcing and placement.
- Provided guidance on compliance and best practices in healthcare recruiting.
- Facilitated onboarding processes for new hires in healthcare roles.
Realtor Broker
Parrish Realty
Zebulon, US
11.2021 - 04.2022
- Cultivated client relationships, matching ideal properties with buyer expectations.
- Conducted comprehensive property showings, ensuring alignment with client expectations and budget constraints.
- Orchestrated targeted property showings, aligning client requirements with market offerings.
- Conducted targeted property showings, aligning with client requirements and price points.
- Managed open houses, coordinating listings and simplifying paperwork for smooth closings.
- Streamlined paperwork processes, facilitating smooth transactions and boosting client satisfaction.
- Meticulously handled listing and closing paperwork.
- Executed social media marketing campaigns, enhancing engagement with target audiences.
- Leveraged social media marketing to expand property reach.
Billing & Scheduling Clerk
Granite Construction Services
Wake Forest, US
11.2020 - 11.2021
- Coordinated scheduling across multiple construction projects and teams to optimize resource allocation.
- Utilized scheduling software to enhance operational workflow and reduce scheduling conflicts.
- Communicated with subcontractors to verify availability and confirm schedules.
- Maintained accurate records of scheduled activities and changes to ensure project alignment and accountability.
- Managed daily updates to project timelines and resource allocations.
- Maintaining schedules of all incoming, outgoing, inner-office, and field work (construction sites).
Customer Service Manager
Food Lion
Raleigh and Zebulon, US
03.2020 - 01.2021
- Role model outstanding, friendly customer service and use skills and knowledge to offer solutions that meet or exceed customers' expectations.
- Ensure Front End schedules are written to provide extraordinary customer service at all times.
- Coordinated training for Front End cashiers on weekly sales flyer, ensuring understanding of key items and effective communication of out of stock conditions.
- Utilized company tools including financial reports, average cost inventory system (ACIS), scheduling, productivity, ordering (CAO), and business information systems to enhance operational efficiency.
- Adhere to all company guidelines, policies, and standard practices.
- Managed personnel files and facilitated open enrollment process for new-hire benefits, ensuring compliance with company policies.
Operation Support Specialist
PIKE Engineering
Raleigh, US
06.2018 - 03.2020
- Orchestrated complex scheduling for multiple construction sites, optimizing resource allocation and enhancing operational efficiency.
- Coordinated operational workflows, ensuring timely project completion and optimal resource allocation.
- Facilitated cross-functional teamwork through effective communication and information sharing.
- Created training materials to improve team understanding of operational procedures.
- Project Management, Data Entry (invoicing), Accounts Receivable, Accounts Payable, Communications with Field Managers, Expense Management (employee credit card receipts), Bank Reconciliation (balance company bank statements).
Clinical Referral Specialist
Workplace Options
Raleigh, US
02.2017 - 06.2018
- Efficiently staffed mental health providers for EAP service, consistently exceeding performance targets of 15 closed cases daily, driving client satisfaction.
- Fostered strong relationships with mental health professionals, facilitating seamless client-provider matches and improving overall service delivery.
- Searched and staffed mental health providers for EAP service, improving access for patients/clients.
- Expanded the provider network to enhance service accessibility for clients.
- Maintain and exceed (daily/monthly) target goals in accordance with company standards and deadlines.
- Ensure that performance evaluations consistently exceed the company's standard of 15 closed cases per day.
- Reviewed personal and team performance reports to identify improvement areas.
- Utilized case management software to track referrals and client interactions.
Back-Up Care Advantage Specialist, Buca
Workplace Options
Raleigh, US
10.2013 - 02.2017
- Coordinated global back-up care solutions, increasing client satisfaction and expanding service reach in international markets.
- Cultivated partnerships with staffing agencies and care centers nationwide, providing reliable care options for families in need.
- Addressed customer concerns promptly, implementing tailored solutions to uphold high-quality care standards and maintain client trust.
- Streamlined care arrangement processes, reducing response times and improving overall efficiency in meeting client needs.
- Conducted assessments to identify client needs and appropriate services.
- Participated in ongoing training and compliance activities.
Education
Real Estate Academy - Clayton, NC
Home Town Realty (HTR)
Clayton, NC10-2021
Wake Tech Community College - Accounting courses
Wake Tech Community College
Garner, NC06-1999
HIGH SCHOOL DIPLOMA - Wendell, NC
East Wake High School
Wendell, NC06-1997
Skills
- Service Titan expertise
- Verbal communication
- Data management
- Friendly, positive attitude
- Organizational skills
- Calm under pressure
- Microsoft Office Suite
- Recruitment and staffing
- Data entry and management
- Human resources and onboarding
- UltiPro and Replicon
- Call center operations
- Event planning and coordination
- Fundraising strategies
- Bullhorn expertise
- Team building and development
- Crisis management techniques
- Customer service excellence
- Project management skills
- Scheduling and logistics
- Billing and accounts payable/receivable
- Social media marketing strategies
- Negotiation tactics
- Sales strategy development
- Financial analysis capabilities
- Customer retention strategies
- Data analysis proficiency
- Process improvement methodologies
- Conflict resolution skills
- Performance metrics evaluation
- Market research techniques
- North Carolina notary public
- Conflict resolution
- Customer relationship management
Volunteer Experience
- The Well Armed Woman, Women's firearms training
- Elm City Quarters for Charity, Co-founder, Quarter Auction, 08/01/18 - 08/01/23
- Church, Volunteer
- Parent Teacher Association (PTA), Volunteer
- Junior Reserve Officers' Training Corps (JROTC), Volunteer
- Direct Selling, Vendor events, home parties, fundraisers
Timeline
Customer Service Manager
Skylift Garage Doors
01.2024 - 05.2026
Healthcare Recruiter
Trustaff
02.2022 - 11.2023
Realtor Broker
Parrish Realty
11.2021 - 04.2022
Billing & Scheduling Clerk
Granite Construction Services
11.2020 - 11.2021
Customer Service Manager
Food Lion
03.2020 - 01.2021
Operation Support Specialist
PIKE Engineering
06.2018 - 03.2020
Clinical Referral Specialist
Workplace Options
02.2017 - 06.2018
Back-Up Care Advantage Specialist, Buca
Workplace Options
10.2013 - 02.2017
Real Estate Academy - Clayton, NC
Home Town Realty (HTR)
Wake Tech Community College - Accounting courses
Wake Tech Community College
HIGH SCHOOL DIPLOMA - Wendell, NC
East Wake High School