Jessica Johnson
The Green Jacket Indoor Golf
MANSFIELD
19
years of professional experience
Results-driven manager with over 10 years of customer service expertise in leadership, employee training, and operations management. Manages a busy indoor golf facility, enhancing customer experiences through effective supervision and conflict resolution. Committed to delivering reliable service and fostering a positive environment, ready to contribute to the Remote Customer Representative role at Southwest Airlines.
Work History
Manager
2 Years 4 Months- Manage daily operations for an indoor golf facility while maintaining a welcoming, customer-focused environment.
- Supervised, trained, and supported employees to deliver consistent service and adhere to company procedures.
- Coordinate employee schedules and delegate responsibilities based on business and staffing needs.
- Balance customer needs, staff support, and administrative responsibilities in a fast-paced environment.
- Coordinated employee schedules and delegated responsibilities to optimize staffing and meet business demands.
- Resolve customer issues calmly and professionally, using practical solutions to protect the guest experience.
- Assist customers with reservations, facility information, equipment questions, and service concerns.
- Handle customer payments and maintain accurate transaction and business records.
- Help maintain a clean, safe, and professional facility for customers and employees.
- Communicate with customers in person, by phone, and through digital channels.
- Promoted teamwork and accountability while fostering Southwest-style hospitality through friendly and attentive service.
Dispatcher
5 Months- Coordinated shuttle dispatch activities to ensure on-time transportation services.
- Communicated scheduling and service information effectively to adapt to changing operational needs.
- Worked with customers, drivers, and team members to resolve service issues efficiently.
- Resolved service issues collaboratively with customers, drivers, and team members.
Cleaner
3 Months- Provided reliable service, ensuring cleanliness standards and attention to detail met resident expectations.
- Oversaw responsibilities independently, consistently completing tasks accurately and on time.
- Detected and resolved issues to enhance resident satisfaction and improve living conditions.
Trainer
1 Year 2 Months- Developed training initiatives that increased employee productivity and strengthened team morale.
- Coached employees on effective communication and customer engagement to enhance service quality.
- Developed training initiatives that enhanced employee productivity and fostered positive team morale.
- Motivated employees and provided practical guidance to boost performance and build confidence.
- Reinforced accurate documentation and adherence to company procedures.
Customer Care Professional
1 Year 4 Months- Managed 20+ customer interactions daily, delivering friendly and personalized service to enhance customer experience.
- Answered questions about company products and services accurately and efficiently.
- Resolved customer concerns with patience and courtesy to support satisfaction and retention.
- Maintained composure during challenging interactions, prioritizing effective solutions to resolve issues.
- Assessed customer needs and recommended tailored products and services to drive satisfaction and loyalty.
- Followed call-center policies while documenting interactions accurately.
Assistant Manager
1 Year 5 Months- Trained employees in customer service and conflict resolution, enhancing their decision-making skills.
- Prioritized and delegated daily tasks to ensure accurate, timely completion.
- Trained employees in customer service and conflict resolution, empowering them to make sound decisions.
- Supported customers and employees during challenging situations while maintaining a positive environment.
- Maintained consistent service standards and streamlined daily operations.
Office Manager
2 Years 4 Months- Managed office documentation and filing systems to ensure organized access to financial and business records.
- Trained employees to align with corporate standards and enhance customer service quality.
- Balanced customer needs, staff support, and administrative responsibilities.
- Trained and prepared employees to meet corporate and customer-service expectations.
- Balanced customer needs with staff support and administrative tasks to maintain operational efficiency.
Home Health Aide
2 Years 5 Months- Built empathetic relationships that fostered trust and enhanced client satisfaction.
- Responded to individual needs with patience, compassion, and close attention to detail.
- Maintained dependable communication with clients and other members of the care team.
- Maintained dependable communication with clients and care team to ensure coordinated and effective support.
Education
Bachelor of Administration - Bachelor of Business Administration in Management
Skills
Customer service and retention
Call center and telephone support
Conflict de-escalation
Scheduling and dispatch coordination
Verbal and written communication
Clear verbal and written communication
Product and service knowledge
Multitasking and time management
Data entry and documentation
Microsoft Office
Windows
and Adobe
Independent and remote work readiness
Timeline
Manager
The Green Jacket Indoor Golf
06.2024 - CurrentRead More
Dispatcher
Aries Shuttle Dallas
06.2017 - 11.2017Read More
Cleaner
Fort Hood Family Housing
11.2016 - 02.2017Read More
Trainer
Teleperformance
09.2015 - 11.2016Read More
Customer Care Professional
Teleperformance
04.2014 - 08.2015Read More
Assistant Manager
DEB
05.2012 - 10.2013Read More
Office Manager
Quick Return Tax Services
12.2009 - 04.2012Read More
Home Health Aide
Texas Home Health
06.2007 - 11.2009Read More
Texas A&M University-Central Texas
Bachelor of Administration from Bachelor of Business Administration in Management
Read More