Jessica McQueen
Summary
Results-driven Customer Service professional with over 10 years of experience in high-volume environments. Skilled in accurately resolving inquiries, documenting cases, and meeting service-level agreements while ensuring high customer satisfaction. Experienced in managing sensitive information and de-escalating concerns with professionalism and empathy.
Overview
10
10
years of professional experience
2012
2012
years of post-secondary education
Work History
Auto Tech Specialist
Best Buy
Richfield, MN
10.2023 - Current
- Diagnosed and resolved customer vehicle concerns using digital diagnostic tools, ensuring accurate assessments
- Communicated clear and professional repair recommendations to customers, enhancing understanding and trust
- Maintained high customer satisfaction by providing transparent service updates, fostering positive relationships
- Document service findings accurately in internal systems
Customer Care Representative
Best Buy
Richfield
02.2020 - 09.2023
- Managed 50+ daily inbound customer inquiries across phone, chat, email, and online portals to ensure timely support
- Investigated customer accounts to provide accurate information on orders, billing, and service concerns, enhancing customer understanding
- Documented all interactions thoroughly in CRM systems to ensure continuity of service and compliance
- Escalated complex issues to appropriate departments while ensuring ownership until resolution for improved customer experience
- Consistently met response-time SLAs and quality standards
- Maintained a 95% customer satisfaction rating through professional and empathetic communication
Customer Service Associate
TSF Sportswear
Birmingham, Alabama
12.2017 - 02.2020
- Resolved customer issues efficiently while maintaining a positive service experience
- Responded to customer inquiries via phone and email regarding orders, returns, and product details
- Assisted with process improvements that reduced wait times and improved satisfaction
- Entered and updated customer records accurately in internal systems
Customer Service Representative
Tomblike
Birmingham, AL
09.2015 - 11.2017
- Supported customers through inbound calls and digital channels regarding account, billing, and service inquiries
- Verified customer information and protected sensitive data during all interactions
- Resolved issues on first contact whenever possible to reduce repeat calls
- Documented cases and followed escalation procedures to ensure timely resolution
- Maintained 90–95% customer satisfaction scores
Education
Minor High School
Adamsville, ALSkills
- Customer Service & Call Center Support
- Inbound & Outbound Phone Calls
- Account & Claims Inquiry Support
- Data Entry & Case Documentation
- CRM & Ticketing Systems
- Microsoft Office (Outlook, Word, Excel)
- SLA Compliance & Quality Metrics
- Issue Resolution & Escalation
- Multitasking in High-Volume Environments
- Confidential Information Handling
- Professional Communication (Verbal & Written)
Timeline
Auto Tech Specialist
Best Buy
10.2023 - Current
Customer Care Representative
Best Buy
02.2020 - 09.2023
Customer Service Associate
TSF Sportswear
12.2017 - 02.2020
Customer Service Representative
Tomblike
09.2015 - 11.2017
Minor High School