Jessica King
Jonesboro,GA
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Resolution Coordinator 3
Walmart.com
Bentonville, AR
03.2023 - Current
- Identified any potential risks associated with resolving customer issues before making final decisions.
- Coordinated the resolution process between customers, management team, field staff, vendors, suppliers.
- Conducted regular follow-up calls with customers after resolutions were completed in order to ensure satisfaction.
- Reviewed existing processes for resolving customer issues and proposed changes where necessary.
- Monitored incoming customer service emails and phone calls, responding promptly and professionally to inquiries.
- Developed and implemented procedures for resolving complex customer disputes in accordance with company policies.
- Maintained up-to-date records of all interactions with customers using appropriate documentation techniques.
- Monitored customer accounts for unusual behavior or irregularities that may indicate fraudulent activity.
- Implemented anti-fraud measures such as identity verification protocols and real-time alerts on high-risk transactions.
- Reviewed and analyzed customer account activity to identify any fraudulent activities.
Customer Service Representative
Arise Platform
02.2022 - Current
- Provided primary customer support to internal and external customers
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Offered advice and assistance to customers, paying attention to special needs or wants
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions
- Evaluated account and service histories to identify trends, using data to mitigate future issues
- Recommended products to customers, thoroughly explaining details
- Answered constant flow of customer calls with minimal wait times
- Developed community reputation through commitment to customer satisfaction and strong client relationships
- Answered customer telephone calls promptly to avoid on-hold wait times
- Met customer call guidelines for service levels, handle time and productivity
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
- Followed up with customers about resolved issues to maintain high standards of customer service
- Enhanced productivity levels by anticipating needs and delivering outstanding support
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
Customer Service Representative
Sagility
05.2022 - 01.2023
- Resolved customer complaints promptly and efficiently.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed positive relationships with customers through friendly interactions.
- Maintained a high level of professionalism when dealing with difficult customers.
- Provided exceptional customer service to ensure customer satisfaction.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Answered customer inquiries and provided accurate information regarding products and services.
- Developed strong relationships with customers by providing personalized assistance and support.
- Answered inbound calls, chats and emails to facilitate customer service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Developed strong customer relationships to encourage repeat business.
Driver/messenger
GardaWorld Cash Services
Mableton
03.2021 - 03.2022
- Delivered prompt service to prioritize customer needs
- Completed routine pre- and post-trip inspections to evaluate vehicles and assess maintenance needs
- Delivered goods and products to customer on time and in excellent condition
- Upheld high standards of professionalism and discretion when working with high-value clients
- Delivered employees and materials to job sites daily
- Cleaned and maintained vehicle and assessed vehicle for damage after each shift
- Kept management looped in on daily activities by updating logs with information such as mileage, gas use and special incidents
- Obtained customer signatures to complete and process paperwork
- Planned and adjusted optimal routes based on traffic and weather conditions.
Seasonal Worker
United States Post Office
Fairbun
11.2020 - 01.2021
- Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy
- Released registered and special delivery letters and packages to designated recipients and obtained signatures for release
- Helped customers by carrying oversized parcels inside residences
- Maintained vehicles and equipment in safe and working condition
- Sorted mail according to size, shape, and destination
- Distributed mail on foot to residences and businesses, delivering to customers per shift.
Public Safety Officer
Georgia World Congress Center
Atlanta
03.2018 - 06.2020
- Patrolled assigned areas on foot, and by vehicle
- Notified emergency personnel of incidents and accidents requiring medical assistance and aid
- Attended public gatherings to maintain order
- Talked regularly with citizens to establish rapport and become familiar presence in area
- Established and maintained effective working relationships with city staff leaders, outside organizations and general public to provide optimal service and protected
- Handled inmate counts and searches for missing inmates
- Supervised dining hall, outdoor recreation area, vocational shop and inmate housing unit
- Verified all prison visitors carried proper identification and had no contraband before entering institution
- Completed daily work report sheets and delegated tasks to employees
- Oversaw control center, monitoring inmates, visitors and employees for signs of suspicious behavior
- Inspected housing cells and directed teams completing in-depth searches for contraband or damage.
Correctional Officer Sergeant
Metro Re-entry Faciltiy
Atlanta
09.2017 - 11.2019
- Patrolled assigned areas on foot, and by vehicle
- Notified emergency personnel of incidents and accidents requiring medical assistance and aid
- Attended public gatherings to maintain order
- Talked regularly with citizens to establish rapport and become familiar presence in area
- Established and maintained effective working relationships with city staff leaders, outside organizations and general public to provide optimal service and protected
- Handled inmate counts and searches for missing inmates
- Supervised dining hall, outdoor recreation area, vocational shop and inmate housing unit
- Verified all prison visitors carried proper identification and had no contraband before entering institution
- Completed daily work report sheets and delegated tasks to employees
- Oversaw control center, monitoring inmates, visitors and employees for signs of suspicious behavior
- Inspected housing cells and directed teams completing in-depth searches for contraband or damage.
Security Officer
The Cargo Security Company
Atlanta
12.2015 - 03.2018
Correctional Officer
Alburrus Correctional Training Center
Forsyth
08.2016 - 09.2017
Substitute Food Server
Douglas County School System
Douglasville
09.2015 - 08.2016
- Maintained excellent attendance record, consistently arriving to work on time
- Made rounds at specified intervals and conducted head counts and roll calls
- Searched building and grounds, living quarters and work areas for contraband
- Verified facility security by inspecting plumbing, outside areas, locks and cells for potential hazards
- Completed dorm sanitation and maintenance checks and reported results to management
- Tracked inmates through head counts, visitor logs and scheduled activities
- Escorted inmates to and from cells, court, hospitals and medical appointments
- Conducted routine and emergency head counts
- Operated scanning equipment to view internal structures of luggage, purses and other bags to check for prohibited items
- Monitored and authorized entrance and departure of vehicles, cargo trucks and visitors
- Performed deep searches and pat-downs to look for unauthorized materials and items such as weapons
- Checked and verified photo identification prior to granting facility access
- Monitored employee activities, confirming compliance with security regulations
- Enhanced operational efficiency by using slow periods to restock employee and customer supplies, including ice, condiments, utensils, napkins, trays and delivery bags
- Garnished dishes and quickly delivered items to customers, minimizing wait times
- Completed efficient table resets by wiping down surfaces and refilling condiments
- Greeted and maintained relationships with regular customers
- Kept updated knowledge of menu and promotions, recommending specific items according to preferences and food allergies
- Arranged tables for customers, following established preparation procedures to provide guests with excellent experiences and foster repeat business.
Fuel Clerk
Kroger
Douglasville
09.2015 - 11.2015
Correctional Officer
Wheeler Correctional Facility
Alamo
09.2014 - 09.2015
Correctional Officer
Coffee Correctional Facility
Nicholls
10.2013 - 09.2014
Cashier
Friendly Gus
Dublin
03.2010 - 10.2013
- Counted cash in register drawer at beginning and end of shift
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies
- Checked prices for customers and processed items sold by scanning barcodes
- Processed POS transactions, including checks, cash and credit purchases or refunds
- Helped customers complete purchases, locate items and join reward programs to promote loyalty, satisfaction and sales numbers
- Checked identification for proof-of-age and refusing alcohol and tobacco sales to underage customers
- Restocked, arranged and organized merchandise in front lanes to drive product sales
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance
- Assisted customers by answering questions and fulfilling requests.
Cashier
Dairy Queen
East Dublin
03.2004 - 04.2011
- Counted cash in register drawer at beginning and end of shift
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies
- Checked prices for customers and processed items sold by scanning barcodes
- Processed POS transactions, including checks, cash and credit purchases or refunds
- Reviewed and resolved differences between accounting information and cash drawer
- Assisted customers by answering questions and fulfilling requests.
Cashier
Y Not Wings
Dublin
04.2010 - 03.2011
- Answered questions about store policies and concerns to support positive customer experiences
- Counted cash in register drawer at beginning and end of shift
- Checked prices for customers and processed items sold by scanning barcodes.
Education
Associate of Science - Sociology
Ashford University
San Diego, CAAssociate of Arts - Sociology
Middle Georgia College
Cochran, GAHigh School Diploma -
East Laurens High School
Dublin, GASkills
- Law enforcement experience
- MS Office
- Problem resolution
- Customer service
- Team management
- Supervision
- De-Escalation Techniques
- Attention to Detail
- Time management abilities
- Problem-solving aptitude
- Reliability
- Multitasking
- Dispute management
- Active Listening
- Time Management
- Continuous Improvement
- Problem-solving abilities
- Problem-Solving
- Self Motivation
- Effective Communication
- Professionalism
- Decision-Making
- Analytical Thinking
- Written Communication
Certification
peace officer standard training, Alburrus Correctional Training Center, Forsyth, GA, 08/2016, 09/2017
Timeline
Resolution Coordinator 3
Walmart.com
03.2023 - Current
Customer Service Representative
Sagility
05.2022 - 01.2023
Customer Service Representative
Arise Platform
02.2022 - Current
Driver/messenger
GardaWorld Cash Services
03.2021 - 03.2022
Seasonal Worker
United States Post Office
11.2020 - 01.2021
Public Safety Officer
Georgia World Congress Center
03.2018 - 06.2020
Correctional Officer Sergeant
Metro Re-entry Faciltiy
09.2017 - 11.2019
Correctional Officer
Alburrus Correctional Training Center
08.2016 - 09.2017
Security Officer
The Cargo Security Company
12.2015 - 03.2018
Substitute Food Server
Douglas County School System
09.2015 - 08.2016
Fuel Clerk
Kroger
09.2015 - 11.2015
Correctional Officer
Wheeler Correctional Facility
09.2014 - 09.2015
Correctional Officer
Coffee Correctional Facility
10.2013 - 09.2014
Cashier
Y Not Wings
04.2010 - 03.2011
Cashier
Friendly Gus
03.2010 - 10.2013
Cashier
Dairy Queen
03.2004 - 04.2011
Associate of Science - Sociology
Ashford University
Associate of Arts - Sociology
Middle Georgia College
High School Diploma -
East Laurens High School