Jessica Marshall
Charlotte,NC
Summary
Focused professional with several years of success in leadership and staff supervision. Successful at promoting improvements in customer relations, administrative quality and project management. Top-notch professional at communicating with customers and employees to solve problems.
Overview
11
11
years of professional experience
Work History
Customer Service Supervisor
USPS
Charlotte, NC
04.2016 - Current
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Identified areas of improvement in the customer service process and developed strategies to address them.
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
- Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
Assistant Manager
Advanced Auto Parts
Charlotte, NC
02.2014 - 03.2016
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Ensured compliance with safety regulations and company policies.
- Monitored employee attendance records, timekeeping, and payroll information.
Education
Associate of Science - General Studies
Georgia Medical College
Augusta GA05-2008
Skills
- Policy Enforcement
- Schedule Management
- New Hire Training
- Team Building and Leadership
- Issue Resolution
- Workforce Management
- Employee Scheduling
Accomplishments
- Real estate investor
- Light residential Construction projects
- Some electrical knowledge with 9 years of military service as a power generator mechanic
Timeline
Customer Service Supervisor
USPS
04.2016 - Current
Assistant Manager
Advanced Auto Parts
02.2014 - 03.2016
Associate of Science - General Studies
Georgia Medical College