Jessica D Laster
Atlanta,United States
Summary
Proficient customer service advocate with expertise in escalation management and quality assurance, ensuring high standards of customer care. Successfully resolved escalated issues with over 90% effectiveness, showcasing strong problem-solving capabilities. Engaged in developing customer service policies that align with organizational goals, enhancing compliance and performance. A results-driven individual enthusiastic about leveraging experience to contribute positively to customer satisfaction and team success.
Overview
18
18
years of professional experience
Work History
Customer service Manager
Georgia Power Headquarters
Atlanta, GA
10.2015 - 08.2025
- Developed and implemented customer service policies and procedures to enhance service delivery and customer satisfaction.
- Led a team of customer service representatives, providing training and support to ensure high-quality service and performance.
- Monitored key performance indicators to assess team productivity and customer satisfaction, achieving a 20% increase in positive feedback over six months.
- Conducted regular performance reviews and coaching sessions, resulting in a 15% reduction in employee turnover.
- Utilized CRM software to track customer interactions and resolve issues, improving response times by 30%.
- Collaborated with cross-functional teams to address customer feedback and implement service improvements.
Customer service advocate
Blue Cross Blue Shield
Buckhead, Atlanta
04.2007 - 05.2017
- Managed and resolved customer inquiries via phone, email, and live chat, ensuring timely and accurate responses.
- Collaborated with cross-functional teams to enhance service delivery processes, streamlining operations and reducing response times by 20%.
- Developed training materials and conducted onboarding sessions for new team members, contributing to improved performance metrics.
- Utilized CRM software to track customer interactions and analyze trends, leading to the identification of key areas for service improvement.
- Implemented feedback mechanisms to gather customer insights, driving initiatives that increased retention rates by 10%.
- Assisted in the development of customer service policies and procedures, ensuring compliance with company standards.
- Provided support in resolving escalated issues, maintaining a resolution rate of over 90%.
- Conducted regular performance reviews and provided constructive feedback to team members, fostering a culture of continuous improvement.
- Participated in team meetings to share best practices and contribute to a collaborative work environment.
- Engaged in ongoing professional development to stay current with industry trends and customer service best practices.
- Monitored service metrics and prepared reports for management, highlighting performance against key performance indicators.
Education
Bachelor of Business Administration (BBA) - Business Management
Herzing University
Atlanta01.2010
High School Diploma - Business Management
Southwest Dekalb
Atlanta01.2006
Skills
- Active listening
- Empathy
- Initiative
- Adaptability
- Continuous improvement
- Escalation management
- Analytical thinking
- Quality assurance
- CRM software proficiency
- Collaboration
- Data-driven decision making
- Customer feedback analysis
- Communication skills
- Problem-solving
- Customer retention strategies
- Time management
- Service improvement
- Policy development
- Training and development
- Team leadership
- Conflict resolution
- Performance analysis
- Customer relationship management
Additional Information
References John Thomas office manager 678-663-2104, Deborah Wilson supervisor 770-837-7761
Timeline
Customer service Manager
Georgia Power Headquarters
10.2015 - 08.2025
Customer service advocate
Blue Cross Blue Shield
04.2007 - 05.2017
Bachelor of Business Administration (BBA) - Business Management
Herzing University
High School Diploma - Business Management
Southwest Dekalb