Jessica Kelley
Temple
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
18
18
years of professional experience
Work History
Live Chat Representative
Anthology Inc.
12.2024 - 08.2025
- Address inquiries swiftly, ensuring customer satisfaction in live chat and phone support. Guide students in 10 college systems, enhancing understanding of admissions and financial aid. Utilize FAFSA training to assist students, improving financial aid application success. Resolve complex issues collaboratively, boosting overall service efficiency. Achieve high customer satisfaction through effective problem-solving and communication. Cultivated positive customer relationships through effective communication, enhancing overall satisfaction and loyalty. Streamlined live chat processes to reduce response times, leading to noticeable improvements in customer engagement metrics. Typing between 40-60 wpm.
- Remote
Workers Compensation Claims Advisor
Omni Interactions, Inc.
Temple
08.2024 - 10.2024
- Assisted clients in navigating the workers' compensation process, ensuring clear communication and understanding of their claims. Conducted thorough reviews of claims documentation to verify accuracy and compliance with company policies. Collaborated with cross-functional teams to streamline claims processing and enhance customer service experiences.
Administration Assistant
Spherion Staffing
Temple
03.2024 - 05.2024
- Facilitated administrative support by managing schedules, appointments, and communications for staff and clients. Executed data entry tasks with a focus on accuracy, ensuring timely and organized information flow. Maintained a professional phone etiquette while providing customer service, addressing inquiries and resolving issues effectively.
Quality Control Technician
Polar Beverages
Temple
10.2022 - 12.2023
- Conducted quality inspections on beverage products, ensuring compliance with safety and quality standards. Collaborated with production teams to identify and resolve quality issues, enhancing overall product integrity. Maintained accurate records of inspections and test results to support continuous improvement initiatives.
Data Entry
Spherion Staffing
Temple
03.2022 - 10.2022
- Executed high-volume data entry tasks with a focus on accuracy and efficiency. Maintained organized records and ensured compliance with data management protocols. Collaborated with cross-functional teams to support customer service initiatives and enhance workflow processes.
BDC Representative Service Department
Garlyn Shelton Auto
Temple
11.2020 - 02.2021
- Provided exceptional customer service by addressing inquiries and resolving issues via phone and live chat. Maintained accurate records and performed data entry tasks to support service department operations. Collaborated with team members to enhance workflow efficiency and improve overall customer satisfaction.
Customer Service Representative/ Escalation Agent
TTEC/ Bank of America
Temple
05.2020 - 10.2020
- Handling card services for Bank of America. Experience with Humanify, Pidgin, and Visa PAS software. Currently helping with Team work, Live Chat (Zoom and Pidgin) answering questions and assisting when I can. Escalation Calls/ Supervisor Assistant to Team Lead End of Contract
Emergency Room Registrar
Lake Wales Medical Center
Lake Wales
01.2013 - 01.2014
- Collected and documented patient Information, verified insurance coverage and authorizations, accepted payments, filed, and maintained an orderly flow of patients.
Front Desk Agent
Westgate Resorts River Ranch
03.2010 - 07.2012
- Reservations Check In and Out process Room and camp site assignments Night Audit of reports Housekeeping Trained Money Management Manager on Duty
Inbound Sales Agent
Customer Service Sallie Mae Inc
Killeen
07.2007 - 04.2009
- Inbound sales for Federal and Private student loans. Customer Service with website assist and password reset. Upsell of student loans
Education
High School Diploma -
West Area Adult School
Lakeland01.2006
Pharmacy Technician - undefined
Ultimate Medical Academy
Clearwater07.2016
Skills
- Data Entry
- Communication
- Phone Etiquette
- Customer Service
- Quality Control
- Quick typing
- Empathy display
- Language fluency
- Persuasion techniques
Personal Information
Title: Customer Service
Timeline
Live Chat Representative
Anthology Inc.
12.2024 - 08.2025
Workers Compensation Claims Advisor
Omni Interactions, Inc.
08.2024 - 10.2024
Administration Assistant
Spherion Staffing
03.2024 - 05.2024
Quality Control Technician
Polar Beverages
10.2022 - 12.2023
Data Entry
Spherion Staffing
03.2022 - 10.2022
BDC Representative Service Department
Garlyn Shelton Auto
11.2020 - 02.2021
Customer Service Representative/ Escalation Agent
TTEC/ Bank of America
05.2020 - 10.2020
Emergency Room Registrar
Lake Wales Medical Center
01.2013 - 01.2014
Front Desk Agent
Westgate Resorts River Ranch
03.2010 - 07.2012
Inbound Sales Agent
Customer Service Sallie Mae Inc
07.2007 - 04.2009
Pharmacy Technician - undefined
Ultimate Medical Academy
High School Diploma -
West Area Adult School