Jessica McAlpin
Roselle,IL
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Strategic Solutions Inc
Downers Grove, IL
06.2023 - 11.2025
- Delivered high quality customer support via phone and email, resolving inquiries efficiently.
- Provided basic helpdesk and account inquiry assistance, troubleshooting issues for users.
- Managed high call volumes while multitasking and maintaining accuracy.
- Escalated complex issues to appropriate departments to ensure timely resolution.
- Utilized strong problem-solving skills to improve customer satisfaction and reduce repeat calls.
- Used multiple monitors to navigate several systems to solve issues for users.
- Developed training materials to onboard new staff, fostering a collaborative team environment.
- Led initiatives to enhance service quality, resulting in positive feedback from clients and stakeholders.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Medical Receptionist and Physical Therapy Aide
Center for Natural Chiropractic
East Dundee, IL
12.2022 - 03.2023
- Assisted patients with prescribed physical therapy exercises and supervised electrical stimulation treatments.
- Guided patients through therapy routines with clear communication and compassionate care.
- Answered phone calls, scheduled appointments, verified insurance, communicated with payers and maintained accurate patient files.
- Supported clinical staff with daily operations to ensure smooth patient flow.
- Managed patient scheduling and appointment confirmations efficiently.
- Coordinated insurance verification and billing processes to ensure accuracy.
- Maintained organized records and files for easy access and compliance.
- Facilitated effective communication between patients and healthcare providers.
Security Therapy Aide
Elgin Mental Health Center
Elgin, IL
12.2016 - 06.2022
- Supported patients with Activities of Daily Living (ADL’s) to promote independence and wellbeing.
- Administered prescribed medications accurately and documented all care.
- Prepared meals and maintained clean, safe living environments.
- Updated charts and communicated patient changes to Registered Nurses and staff.
- Responded effectively to emergency codes to ensure patient and staff safety.
- Monitoring meals to ensure diet restrictions were followed correctly.
- Monitored wards and did facechecks to ensure each patient was accounted for.
- Trained in Crisis Prevention Institute (CPI) to ensure the safety of patients and staff.
- Monitored patient behavior to ensure safety and compliance with facility protocols.
- Assisted in implementing therapeutic activities to support patient rehabilitation and recovery.
Customer Service Representative
Cigna
Bourbonnais, IL
07.2013 - 03.2016
- Assisted customers with insurance questions, coverage details, and benefit explanations.
- Resolved claim issues and provided education on insurance processes.
- Demonstrated strong communication and customer focused problem solving.
- Used empathy and compassion to understand the customers needs.
- Entered in information in a timely manner and accurately to reduce repeat calls.
- Communicated with doctor offices and pharmacies to ensure the correct information was entered in a claim or to have a claim fixed.
- Managed customer accounts and updated records in CRM systems, ensuring data accuracy and consistency.
- Resolved customer inquiries efficiently through various communication channels, enhancing overall satisfaction.
Customer Service Representative
Walmart
Kankakee, IL
05.2009 - 10.2012
- Identified process improvements that streamlined operations, increasing team productivity and response times.
- Analyzed customer feedback trends to inform service enhancements, driving continuous improvement strategies.
- Collaborated with cross-functional teams to resolve complex issues, improving interdepartmental communication and efficiency.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Participated in training programs to enhance product knowledge and customer service skills.
Education
Associate of Science - Psychology
Kankakee Community College
Kankakee, IL05-2013
High School Diploma - undefined
Grant Park High School
Grant Park, IL05-2005
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Computer proficiency
Timeline
Customer Service Representative
Strategic Solutions Inc
06.2023 - 11.2025
Medical Receptionist and Physical Therapy Aide
Center for Natural Chiropractic
12.2022 - 03.2023
Security Therapy Aide
Elgin Mental Health Center
12.2016 - 06.2022
Customer Service Representative
Cigna
07.2013 - 03.2016
Customer Service Representative
Walmart
05.2009 - 10.2012
High School Diploma - undefined
Grant Park High School
Associate of Science - Psychology
Kankakee Community College