Jessica Lawson
Surprise,AZ
Summary
A seasoned Call Center Representative with background in providing high-quality customer service through effective communication. Strengths include ability to manage complex calls, troubleshoot effectively and maintain composure under pressure. Significant impact in previous roles includes improved customer satisfaction rates and efficient problem resolution. Strong multitasker with exceptional interpersonal skills, ensuring a positive experience for each caller.
Overview
6
6
years of professional experience
Work History
Call Center Representative
Valor Global
Phoenix, Arizona
06.2022 - 02.2024
- Streamlined processes to enhance service efficiency through team collaboration.
- Analyzed customer feedback to identify trends, and recommend improvements to leadership/management.
- Trained new representatives on call handling procedures and systems effectively.
- Answered and processed a high volume of calls daily, using call management systems..
- Consistently met or exceeded benchmarks for call speed, accuracy, and volume.
- Reviewed documentation to verify eligibility for unemployment benefits.
- Processed unemployment claims accurately for diverse applicant backgrounds.
Office Administrator
GoPuff
Peoria, AZ
01.2021 - 04.2022
- Coordinated and managed daily administrative operations of the office.
- Provided excellent customer service by responding promptly to customer inquiries and complaints.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Maintained filing system for records, correspondence and other documents.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Managed office inventory and placed new supply orders.
- Supervised staff members, organized schedules and delegated tasks.
- Provided training to new hires on office policies and procedures.
Supervisor
Walmart
Surprise, AZ
01.2018 - 12.2020
- Monitored employee productivity to provide constructive feedback and coaching.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Directed and supervised team of 15 employees in daily operations.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Complied with company policies, objectives and communication goals.
- Monitored cash drawers in checkouts to verify adequate cash supply.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
- Provided excellent customer service by assisting customers with their needs or inquiries.
- Performed daily audits on registers and safe counts to verify accuracy of funds on hand.
- Trained new employees in customer service techniques and store policies.
- Organized and updated schedules to optimize coverage for expected customer demands.
Education
High School Diploma -
Valley Vista High School
Surprise, AZ05-2019
Skills
- Telephone reception and scheduling
- Workforce management
- Travel coordination
- Administrative support
- Claims processing
- Customer service
- Effective communication
- Attention to detail
Timeline
Call Center Representative
Valor Global
06.2022 - 02.2024
Office Administrator
GoPuff
01.2021 - 04.2022
Supervisor
Walmart
01.2018 - 12.2020
High School Diploma -
Valley Vista High School