Jessica Rose
North Billerica,MA
Summary
Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.
Overview
7
7
years of professional experience
Work History
Call Center Supervisor
New England Spas
Westborough, MA
12.2023 - Current
- Developed and implemented customer service policies and procedures.
- Provided guidance, training, coaching and mentoring to call center team members.
- Monitored calls for quality assurance purposes.
- Conducted performance reviews of call center staff and documented results.
- Analyzed customer feedback data to identify trends in customer service issues.
- Implemented strategies to improve customer satisfaction levels.
- Resolved escalated customer complaints in a timely manner.
- Assigned tasks to agents based on their skillset and availability.
- Developed processes and systems to improve efficiency within the department.
- Facilitated communication between departments to resolve problems quickly.
Service Coordinator
New England Spas
Westborough, MA
07.2020 - 12.2023
- Coordinated service schedules and appointments with clients.
- Provided customer service to ensure client satisfaction.
- Maintained accurate records of services provided for each client.
- Handled incoming calls and inquiries from customers regarding services offered.
- Created detailed reports on quality assurance metrics related to service delivery.
- Provided support to field technicians during service visits when necessary.
- Prepared monthly reports summarizing current service activities.
- Provided timely feedback to management on service failures and customer concerns.
- Communicated with customers upon service completion to answer final questions and determine level of customer satisfaction.
Assistant Service Coordinator
New England Spas
Natick, MA
09.2017 - 07.2020
- Assisted in scheduling appointments for clients and customers.
- Provided administrative support to the service department.
- Monitored inventory levels of parts and supplies needed for service work.
- Managed customer communication regarding service updates, inquiries, and complaints.
- Performed data entry into internal systems to track service orders and invoices.
- Assisted in training new employees on customer service policies and procedures.
- Processed payments from customers for services rendered or products purchased.
Education
High School Diploma -
Billerica Memorial High School
Billerica, Massachusetts06-2014
Skills
- Scheduling proficiency
- Reliability
- Attention to Detail
- Excellent Communication
- Organizational Skills
- Problem-solving abilities
- Relationship Building
- Team building
Timeline
Call Center Supervisor
New England Spas
12.2023 - Current
Service Coordinator
New England Spas
07.2020 - 12.2023
Assistant Service Coordinator
New England Spas
09.2017 - 07.2020
High School Diploma -
Billerica Memorial High School