Jessica Lee
Tarzana,CA
Summary
Experienced customer service leader with over a decade of excellence in supervisory roles. Demonstrated success in building strong relationships, managing projects, and coaching teams to achieve exceptional results. Recognized for driving strategic initiatives, improving productivity, and cultivating positive work environments. A decisive leader dedicated to exceeding customer satisfaction goals and performance targets, committed to ensuring team success and customer satisfaction.
Overview
12
12
years of professional experience
Work History
Customer Service Supervisor
PaySafe
02.2019 - Current
- Developed and implemented strategic plans to enhance team productivity and efficiency, aligning departmental goals with overall business objectives
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Managed and execute key projects, ensuring completion on time and within allocated resources
- Supported our third-party call center by organizing weekly and bi-weekly operational meetings to promote alignment and track progress on initiatives
- Engaged in mentorship efforts to support team development, ensuring continuous improvement and adherence to company policies and procedures.
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Conducted regular quality assurance checks on team interactions with customers, ensuring adherence to company standards.
Customer Service Manager
Power Express
01.2016 - 01.2019
- Lead and manage a team of customer service agents, planning, assigning, and monitoring work tasks for optimal efficiency
- Conduct monthly staff meetings and quarterly performance evaluations, identifying and addressing development needs
- Develop staff training and reference manuals and formulate and implement customer service policies and procedures
- Resolve escalated customer service issues and communicate effectively with all customers, ensuring consistent achievement of customer service levels and standards.
Sales Agent
Tara/Amigo Energy
01.2013 - 01.2016
- Consistently recognized as the top sales representative over five months for opening new accounts
- Managed over 100 customer service calls daily, with duties including signing up new customers, retrieving customer data, and providing personalized, friendly service to ensure customer retention
- Educated customers on energy rates and plans tailored to their needs, and memorized all company plans, rates, and services to quickly and efficiently answer customer questions and make relevant upsells
- Collected customer information, including names, addresses, phone numbers, and handled credit card transactions.
Education
High School Diploma -
Clear Brook
Houston08.2005
Skills
- Leadership and Team Management
- Communication
- Project Management
- Strategic Planning
- Adaptability
- Empathy and Patience
- Problem-Solving
- Time Management
References
Homira Hendrickson, Director at PaySafe, Houston TX, (832) 773-8491, Homira.Henderickson@Paysafe.com
Timeline
Customer Service Supervisor
PaySafe
02.2019 - Current
Customer Service Manager
Power Express
01.2016 - 01.2019
Sales Agent
Tara/Amigo Energy
01.2013 - 01.2016
High School Diploma -
Clear Brook