JESSICA LAGAN
Downingtown,PA
Summary
Customer-focused professional with 15+ years of experience in high-volume environments, including leadership roles up to General Manager. Proven track record of resolving customer issues, handling escalations, and delivering consistent, high-quality service. Skilled at multitasking across multiple systems, supporting team operations, and managing sensitive documentation including I-9 processing. Recognized for reliability, communication, and strong performance. Seeking a Contact Center Representative role.
Overview
22
22
years of professional experience
Work History
Customer Service Associate
Wawa, Inc.
Media, PA
01.2021 - Current
- Deliver high-quality service in a fast-paced environment, assisting 100+ customers per shift
- Resolve customer concerns quickly and effectively while maintaining positive experiences
- Operate across multiple systems (POS and internal tools) while managing competing priorities
- Collaborate with team members and leadership to ensure efficient daily operations
- Consistently recognized for strong performance, reliability, and customer service
Food & Beverage Manager
Wawa, Inc.
01.2018 - 01.2021
- Led daily operations and supervised teams of 10-20 employees in a high-volume setting
- Managed escalated customer issues, ensuring timely and professional resolution
- Trained and coached staff on systems, service standards, and operational procedures
- Oversaw scheduling, inventory, and workflow to maintain efficiency and service quality
General Manager
Chuck E. Cheese
01.2017 - 01.2018
- Directed full store operations, including staffing, performance, and customer experience
- Managed hiring, onboarding, and compliance processes, including I-9 documentation
- Led and developed management team to meet operational and service goals
- Handled complex customer escalations and ensured issue resolution
Senior Manager / Assistant Manager / Cashier
Chuck E. Cheese
01.2004 - 01.2017
- Promoted through multiple roles based on performance, leadership, and reliability
- Delivered strong customer service in a fast-paced, high-traffic environment
- Managed transactions, customer concerns, and operational support
- Assisted in employee training, scheduling, and daily business functions
Education
Associate Degree - Liberal Arts
Delaware County Community College
01.2010
High School Diploma - undefined
Downingtown West High School
01.2006
Skills
- Customer Support
- Conflict Resolution
- Call Handling
- Multitasking Across Systems
- Microsoft Office (Outlook, Teams)
- I-9 Processing & Compliance
- Problem Solving
- Team Leadership
- Training & Development
- Strong Communication
Timeline
Customer Service Associate
Wawa, Inc.
01.2021 - Current
Food & Beverage Manager
Wawa, Inc.
01.2018 - 01.2021
General Manager
Chuck E. Cheese
01.2017 - 01.2018
Senior Manager / Assistant Manager / Cashier
Chuck E. Cheese
01.2004 - 01.2017
High School Diploma - undefined
Downingtown West High School
Associate Degree - Liberal Arts
Delaware County Community College
ADDITIONAL INFORMATION
- 15+ years of customer service and leadership experience
- 7+ years of consistent success with Wawa
- Experienced handling sensitive employee documentation and compliance processes
- Flexible schedule, including weekends