Jessica Lamb
Carthage,TN
Summary
Proven leader in customer service and team collaboration, I excelled at Averitt Express by enhancing customer satisfaction and streamlining operations. Skilled in problem-solving and time management, I was promoted to Customer Service Manager. I led my team with a top performance. My approach combines reliable communication with a dependable work ethic, driving positive outcomes and fostering a supportive work environment. My main goal was to maintain teamwork. Unfortunately since my family needed to move to a new location, I had to vacate my position. I am currently working in retail and enjoying learning a totally new perspective of customer service.
Overview
16
16
years of professional experience
Work History
Sales Associate
Dollar General
08.2024 - Current
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Helped customers locate products and checked store system for merchandise at other sites.
- Educated clients on current promotional offerings and products using persuasive selling tactics.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
- Minimized wait times for customers during peak hours, maintaining a high level of customer satisfaction.
Customer Service Manager
Averitt Express
10.2020 - 09.2022
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Followed through with client requests to resolve problems.
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Established team priorities, maintained schedules and monitored performance.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Expedited Coordinator
Averitt Express
01.2016 - 10.2020
- Entered data, generated reports, and produced tracking documents.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Gathered and organized materials to support operations.
- Managed project timelines for successful completion, ensuring milestones were met and deadlines were adhered to.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Coordinated cross-functional teams, resulting in seamless project execution and enhanced outcomes.
Customer Service Representative
Averitt Express
08.2008 - 01.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Promptly responded to inquiries and requests from prospective customers.
- Identified and resolved discrepancies and errors in customer accounts.
Education
Monterey High School
Monterey, TN05.2008
Skills
- Customer Service
- Teamwork and Collaboration
- Time Management
- Problem-solving skills
- Multi-tasking strength
- Reliable and punctual
- Verbal/written communication
- Friendly and Helpful
- Honest and Dependable
Timeline
Sales Associate
Dollar General
08.2024 - Current
Customer Service Manager
Averitt Express
10.2020 - 09.2022
Expedited Coordinator
Averitt Express
01.2016 - 10.2020
Customer Service Representative
Averitt Express
08.2008 - 01.2016
Monterey High School