Summary
Overview
Work History
Education
Skills
Purpose
Timeline
Generic

Jessica Johnston

Crozet

Summary

Professional with strong background in customer service and support, ready to excel in member-focused environment. Known for effective communication, problem-solving, and adaptability. Strong emphasis on teamwork and achieving results. Skilled in conflict resolution, CRM systems, and multitasking. Trusted team player who adapts to changing needs.

Overview

16
16
years of professional experience

Work History

Member Service Agent

BOAR’S HEAD SPORTS CLUB
08.2023 - 11.2023
  • Operated cash POS system efficiently to ensure smooth and accurate transactions
  • Exhibited quick learning abilities to efficiently handle member inquiries.
  • Maintained up-to-date knowledge of company products and services to provide accurate information to members at all times.
  • Upheld cleanliness standards in the work area to promote a positive member experience.
  • Delivered exceptional customer service in alignment with FORBES standards.
  • Managed and replenished inventory for front desk and retail products.
  • Demonstrated responsibility, dependability, and honesty in all member interactions.

Lead Sales Agent

VIRGINIA ABC STORE
03.2021 - 06.2021


  • Delivered exceptional customer service, ensuring client satisfaction and loyalty.
  • Increased sales revenue by implementing effective sales strategies and building strong client relationships.
  • Demonstrated product expertise by providing detailed information on features and benefits to potential customers.
  • Updated store signage to ensure clear communication and attract customer attention.
  • Handled POS system operations to ensure smooth and accurate transactions.
  • Upheld a professional appearance in accordance with the operation manual.


Client Implementation Manager

CLARIVATE ANALYITICS/SCHOLARONE
04.2016 - 01.2019
  • Guided clients with effective leadership through all phases of the planning process; including pre-planning and execution;
  • Managed multiple simultaneous implementations with minimal supervision, demonstrating strong organizational skills and adaptability.
  • Presented project updates to senior leadership, highlighting successes and addressing challenges with proposed solutions, ensuring ongoing support for the implementation team''s efforts.
  • Oversaw implementation lifecycle processes based on organizational needs, regulatory requirements, and customer demand.
  • Exceeded client expectations by delivering high-quality solutions tailored specifically to their unique needs and requirements consistently throughout projects undertaken over time range.
  • Led a diverse team of professionals in successfully completing complex implementations on time and within budget constraints.

Customer Support Technician

THOMSON REUTERS/SCHOLARONE
12.2011 - 04.2016
  • Consistently delivered and followed the documented internal implementation processes
  • Conducted regular follow-ups with customers to confirm resolutions were effective and satisfactory.
  • Improved customer satisfaction by promptly addressing and resolving technical issues.
  • Balanced workload effectively across multiple channels such as email, phone calls, live chat, thus maintaining high levels of responsiveness.
  • Participated in ongoing professional development opportunities, staying current with industry advancements and best practices.

Program Services Manager

 MOSELEY REAL ESTATE SCHOOLS INC.
01.2008 - 04.2011
  • Acted as a liaison between clients and internal teams during project execution phases guaranteeing clear communication lines were open throughout entire project lifecycles.
  • Implemented best practices in workflow management to ensure timely completion of tasks without compromising quality or client satisfaction levels.
  • Responsible for developing and maintaining all client accounts;
  • Proven record of initiating and closing deals with new clients;
  • Managed over 100 licensed real estate instructors as a personal advisor helping with instructor licensing in coordination with Virginia regulations;
  • Developed and maintained daily logs of client feedback in database records.
  • Coordinated with technical support team and developers in handling client issues

Education

B.S. - Communications

Radford University
05.2007

Skills

  • Customer relations
  • Relationship management
  • Oral communication
  • Written communication
  • Detail oriented
  • Multi-tasking
  • Independent work
  • Self-motivation
  • Teamwork
  • Professionalism and courtesy
  • Patience and tolerance
  • Building rapport
  • Social perceptiveness

Purpose

Dependable team player who has a positive attitude and strong work ethic seeking a position that will allow me to utilize my skills to contribute to the growth of the organization.

Timeline

Member Service Agent

BOAR’S HEAD SPORTS CLUB
08.2023 - 11.2023

Lead Sales Agent

VIRGINIA ABC STORE
03.2021 - 06.2021

Client Implementation Manager

CLARIVATE ANALYITICS/SCHOLARONE
04.2016 - 01.2019

Customer Support Technician

THOMSON REUTERS/SCHOLARONE
12.2011 - 04.2016

Program Services Manager

 MOSELEY REAL ESTATE SCHOOLS INC.
01.2008 - 04.2011

B.S. - Communications

Radford University

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