Jessica Martin
Weaverville,NC
Summary
Skilled in IDD, behavior management, and property maintenance, I excelled at Bluewest Opportunities by enhancing resident engagement and streamlining operations, leading to a notable improvement in community satisfaction. My adeptness in vendor coordination and staff training, coupled with a proactive approach, significantly raised service standards, showcasing my ability to foster positive environments and achieve operational excellence.
Overview
23
23
years of professional experience
Work History
Residential House Manager
Bluewest Opportunities
10.2021 - Current
- Created detailed reports regarding facility conditions, incident occurrences, or other pertinent information as requested by ownership or management personnel.
- Coordinated maintenance requests, ensuring prompt completion of repairs and minimal disruption to residents.
- Organized social activities for residents to promote camaraderie and engagement within the community.
- Served as liaison between residents, staff, and external service providers to ensure seamless communication and coordination of services for the community''s benefit.
- Assisted residents with daily hygiene and living tasks.
- Recruited hired, and trained new staff members, cultivating a high-performance team dedicated to excellent resident service.
- Implemented conflict resolution strategies when mediating disputes between residents or staff members.
- Supervised residents preparing meals and handling chores and provided constructive feedback.
- Provided crisis intervention services when necessary, ensuring the safety and wellbeing of all individuals involved.
- Promoted positive behavior change through consistent reinforcement and appropriate consequences.
Call Center Representative
Sitel
03.2019 - 09.2021
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
Office Manager
The Pork Rind Factory
01.2015 - 03.2019
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
- Reduced overhead costs significantly through negotiation of vendor contracts for office supplies and services.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Improved production efficiency by streamlining processes and implementing lean manufacturing techniques.
- Monitored and supported progress of plant production orders by managing shop capacity and loading functions at several facilities.
Assistant Store Manager
Wendys Fast Food
07.2001 - 01.2015
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
Education
GED -
Byrnes High School
Duncan, SC07-2002
Skills
- Elderly Care
- Property Maintenance
- Guest Relations
- Vendor coordination
- First Aid Training
- Staff Training
- Employee Scheduling
- IDD Training
- Behavior Management Training
Timeline
Residential House Manager
Bluewest Opportunities
10.2021 - Current
Call Center Representative
Sitel
03.2019 - 09.2021
Office Manager
The Pork Rind Factory
01.2015 - 03.2019
Assistant Store Manager
Wendys Fast Food
07.2001 - 01.2015
GED -
Byrnes High School