Jessica McClain
Aberdeen,WA
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
6
6
years of professional experience
Work History
Operations Manager, Customer Experience
McLean Masterworks
02.2022 - Current
- Drove a culture of continuous improvement by encouraging employee feedback and implementing changes as needed.
- Developed comprehensive onboarding and training programs for new employees, accelerating their integration into the team environment.
- Established effective communication channels, fostering strong relationships between team members and departments.
- Streamlined operations processes for increased efficiency and enhanced customer experiences.
- Improved customer satisfaction ratings by implementing new training programs for staff.
- Introduced new technologies to optimize operational efficiency and improve overall customer experience.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Performed duties and provided service in accordance with established operating procedures and company policies.
Virtual Assistant
SpaceMask
04.2020 - 12.2023
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Maintained a well-organized database system for improved information accessibility in daily operations.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Followed through with client requests to resolve problems.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Researched and corrected customer concerns to promote company loyalty.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
CSR
Field Pros Direct
10.2022 - 01.2023
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Served as a liaison between policyholders and various departments within the company, facilitating clear communication for seamless claim resolution.
- Collaborated with adjusters and other professionals for comprehensive claim evaluations and accurate estimates.
- Provided exceptional customer service to policyholders, addressing concerns and answering questions throughout the claims process.
- Followed up with customers on unresolved issues.
- Checked documentation for accuracy and validity on updated systems.
Customer Service Representative
ScentBox
05.2020 - 06.2022
- 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.
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Created a fun visual guide for customers to understand the confusing order process on our website.
Customer Service Lead
Localfluence
03.2019 - 02.2021
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Established strong relationships with clients, leading to repeat business and positive feedback.
- Exceeded performance goals consistently through effective communication and problem-solving skills.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Analyzed customer feedback data to identify areas for improvement and implemented changes accordingly.
- Developed strategies for improving service quality, increasing overall customer satisfaction ratings.
- Greeted customers and listened closely to problems described to determine solutions.
- Maintained up-to-date knowledge of industry trends to better serve customers and offer innovative solutions.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Maintained up-to-date knowledge of product and service changes.
Education
Associate of Arts - Business
University Of Phoenix
Remote08-2022
Skills
- Employee training
- Process optimization
- Customer service
- Project management
- Team collaboration
- Continuous improvement
- Effective communication
- Conflict resolution
- Customer relationship management
- Performance metrics
- Coaching and mentoring
- Database management
- Customer empathy
Timeline
CSR
Field Pros Direct
10.2022 - 01.2023
Operations Manager, Customer Experience
McLean Masterworks
02.2022 - Current
Customer Service Representative
ScentBox
05.2020 - 06.2022
Virtual Assistant
SpaceMask
04.2020 - 12.2023
Customer Service Lead
Localfluence
03.2019 - 02.2021
Associate of Arts - Business
University Of Phoenix
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