Summary
Overview
Work History
Education
Skills
Accomplishments
Interests
Timeline
Generic

Jessica Masser

Summary

Experience in building and leading top performing customer service and sales teams by inspiring and challenging individuals to succeed in a variety of settings and to create lasting exceptional customer experiences. Demonstrated ability to effectively engage with diverse individuals in a fast-paced, detail-oriented environment, utilizing strong verbal and written communication skills. Experience in maintaining confidentiality of sensitive documents and establishing successful contacts with colleagues and community members. Possess excellent public speaking abilities and a genuine passion for supporting others in achieving their personal and professional goals. Bring over 12 years of experience in customer service and sales. Highly motivated and proficient in phone and computer skills, with strong multitasking capabilities. Skilled in Google Suite, Microsoft Word, Excel, Outlook, Workday, Publisher, PowerPoint, and other software applications.

Overview

18
18
years of professional experience

Work History

L2 Manager

Wayfair
12.2020 - Current
  • Achieved top performing manager status numerous years in a row.
  • Successfully coached team members daily to exceed metric goals and bonus in the top tier of the company.
  • Developed and facilitated engaging and motivating team meetings and coaching sessions weekly.
  • Promoted team members to higher positions such as management.
  • Collaborated professionally with colleagues and senior leadership at Wayfair through phone, email, chat, and Zoom communications.
  • Reviewed and submitted payroll for the team weekly.
  • Facilitated difficult conversations in a timely manner and conducted employee separations when necessary for the organization's best interests.
  • Provided daily troubleshooting support and guided team members through the implementation of new programs.
  • Conducted interviews with potential candidates and evaluated their suitability for the position to determine progression in the hiring process.
  • Created new training materials weekly in order to inspire and lead the team to a top performing status.

Model, Actress

The Diamond Agency, Azuree Talent
04.2007 - 01.2020
  • Print, commercial, film and convention modeling and acting; experience in a variety of settings using essential verbal communication skills, focused on being flexible, a team player, professional around celebrities/public figures and all other individuals.
  • Strong verbal and communication skills due to speaking to groups and individuals while promoting products; strong ability to memorize material and confidently deliver to the public.

Sales Supervisor, Sales and Customer Service Representative

Home Shopping Network
04.2012 - 12.2019
  • Successfully managed and supported a sales team in a fast paced environment, while providing positive and encouraging feedback.
  • Set team and individual sales goals and meet with each representative numerous times a month to review stats.
  • Professionally interacted and collaborated with other sales and customer service supervisors, managers and Vice Presidents of HSN.
  • Provided excellent customer service…always surpassing my established goals.

Assistant Teacher

Zoo Tampa at Lowry Park
02.2019 - 07.2019
  • Supported the lead teacher and the educational activities in the classroom.
  • Communicated positively and respectfully to the families and other staff members.
  • Helped plan and implement experiences that promote language and literacy development.
  • Maintained a clean and safe learning environment at all times.

Guest Services Representative

Zoo Tampa at Lowry Park
07.2018 - 02.2019
  • Responsible for greeting and directing guests, upselling annual memberships and guest experiences, checking bags and selling admission tickets.
  • Provided exceptional customer service and customer interactions.
  • Professionally interacted with team members and other departments at the Zoo.

English Teacher

VIPKids
01.2018 - 01.2019
  • Taught English to students in China in a fun and safe environment.
  • Prepared for each lesson to ensure the student retains the most information.
  • Evaluated the student on their progress and communicate with their parents.

Education

Bachelor of Arts - Elementary Education, K-6

Elon University
Elon, North Carolina

Skills

  • Customer service expert
  • Team leadership
  • Coach
  • Customer experience
  • Active listening
  • Verbal and written communication
  • Decision-making
  • Motivational skills
  • Remote support
  • Ticket management
  • Technical troubleshooting

Accomplishments

  • Top Performing Manager Yellow Sofa Awards, multiple quarters
  • Top Performing Manager Purple Sofa Awards, multiple months
  • Leadership Exploration Program Training, Wayfair
  • Premier League, Recipient, Wayfair
  • Number 1 Senior Service Consultant on the East, Wayfair
  • Top Teacher in Florida, Recipient
  • Heart of Coaching Training, HSN
  • Florida Parrot Rescue, Member and Foster
  • St Brendan's Church, Member/ RCIA Lead
  • North Myrtle Beach Sea Turtle Patrol, Volunteer
  • Harborside Church, Member/Teacher
  • Oakland Nature Preserve After School Program, Developer
  • Developer, Oakland Avenue Charter Recycling Program
  • Test Taking Strategies for FCAT and Beyond, Stetson University
  • English as a Second Language Class Completion
  • Elon University Dean's List
  • Recipient, 1st Place, Rotary Club Speech: Benefits of Recycling

Interests

  • Environmental Conservation Projects
  • Volunteer Work
  • Passionate about balancing physical health with mental and emotional wellness
  • Regularly practice mindfulness and meditation for overall wellness
  • Enjoy participating in line dancing and weight training and cardio for overall physical and mental well-being
  • Mindfulness Practices
  • Yoga
  • Swimming
  • Line Dancing

Timeline

L2 Manager

Wayfair
12.2020 - Current

Assistant Teacher

Zoo Tampa at Lowry Park
02.2019 - 07.2019

Guest Services Representative

Zoo Tampa at Lowry Park
07.2018 - 02.2019

English Teacher

VIPKids
01.2018 - 01.2019

Sales Supervisor, Sales and Customer Service Representative

Home Shopping Network
04.2012 - 12.2019

Model, Actress

The Diamond Agency, Azuree Talent
04.2007 - 01.2020

Bachelor of Arts - Elementary Education, K-6

Elon University

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