Summary
Overview
Work History
Education
Skills
Recognition of Adherence
Timeline
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Jessica Malone

Eagle Lake

Summary

Dynamic customer service leader with a proven track record at Summit, excelling in conflict resolution and team leadership. Skilled in employee training and billing support, I enhanced customer satisfaction through effective problem-solving and mentoring, resulting in increased loyalty and improved team performance. Committed to service excellence and operational efficiency.

I provide knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

I strive to bring top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

13
13
years of professional experience

Work History

Customer Service Lead

Summit
01.2017 - Current
  • Resolve customer service issues using company processes and policies and provided updates to customers.
  • Enhance customer satisfaction by resolving complex issues and providing timely solutions.
  • Train, oversee, and mentor new team members to strengthen performance and job expertise.
  • Handle escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
  • Manage high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
  • Exhibit high energy and professionalism when dealing with clients and staff.
  • Educate customers about billing, payment processing and support policies and procedures.
  • Identify and resolve discrepancies and errors in customer accounts.
  • Process injury reports via phone calls, faxes, and emails while assisting with claims related questions.
  • Assist insureds, agents, sales representatives, injured workers, and other Summit coworkers with policy/claims related inquires.

Deli Clerk

Publix Super Market at Northgate
11.2012 - 12.2016
  • Greeted customers at counter to fulfill requests and answer questions.
  • Maintained up-to-date knowledge of customer buying habits.
  • Trained all new sales employees of effective techniques.
  • Responded to telephone inquiries regarding available products and services and helped customers make appropriate choices.
  • Precisely measured, weighed, sliced, and packaged deli products according to customer requests while minimizing waste.
  • Maintained a safe working environment by adhering to food safety guidelines and promptly addressing any hazards.
  • Improved workflow efficiency by effectively multitasking, prioritizing tasks, and communicating with team members.
  • Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.

Shift Manager

Arby's
11.2011 - 11.2012
  • Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
  • Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
  • Trained and mentored new employees to maximize team performance.
  • Improved overall team performance by effectively delegating tasks and providing clear instructions.
  • Achieved consistent customer satisfaction by addressing concerns promptly and professionally.
  • Contributed to increased sales revenue by motivating staff to achieve individual and team goals consistently.

Education

Associate of Science -

Polk State College
Winter Haven, FL
01-2016

High School Diploma -

Bartow Senior High School
Bartow, FL
06-2011

Skills

  • Service Excellence
  • Conflict Resolution
  • Attention to detail
  • Strong Communication
  • Time Management
  • Employee training
  • Self Driven
  • Service upselling
  • Team leadership
  • Billing support

Recognition of Adherence

Consistently adhering to the Customer Care's department schedule adherance.

Timeline

Customer Service Lead

Summit
01.2017 - Current

Deli Clerk

Publix Super Market at Northgate
11.2012 - 12.2016

Shift Manager

Arby's
11.2011 - 11.2012

Associate of Science -

Polk State College

High School Diploma -

Bartow Senior High School

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Jessica Malone