Jessica McDaniel
Joelton,TN
Summary
Experienced professional adept at managing high call volumes while delivering exceptional service. Skilled in multitasking, including system navigation, note-taking, and customer communication, with a proven track record of working within SLA guidelines to achieve first-call resolution. Known for a tireless work ethic, effective problem-solving, and critical thinking. Excels in both team environments and individual settings, with a strong commitment to continuous growth and development. Employs a proactive and disciplined approach to achieve both collective and personal goals.
Overview
15
15
years of professional experience
Work History
Tier 2 Mobility Management Technician
G Squared Wireless
07.2019 - Current
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients, responding to emails and voicemails.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Provided enrollment and troubleshooting support for Mobile Device Management software.
- Worked within SLA guidelines and strived for FCR.
- Strong ticketing experience with ServiceNow, Tangoe, and other Telecom Expense Management portals.
Front Desk Agent
The Westin
02.2019 - 07.2019
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained accurate records of guest information, payments, and reservations using hotel management software systems.
- Utilized strong organizational skills to manage daily tasks efficiently while maintaining focus on delivering outstanding guest service experiences.
Restaurant Bar Manager
P.M. Cafe
11.2012 - 03.2016
- Assisted General Manager in front of house operations including payroll, and scheduling.
- Took care of refunds, deletions, and discounts within POS system.
- Streamlined processes for ordering supplies, managing stock levels, and minimizing waste to reduce operational costs.
Restaurant Manager
Rumba
03.2010 - 09.2012
- Oversaw front of house and back of house, and made cuts based on labor reports to remain in good margin.
- Counted down all drawers, reconciled transactions, and completed all financial closing reports.
- Had weekly management meetings where ideas were contributed to improve productivity.
- Introduced recycling program to reduce waste within restaurant.
Wireless Sales Representative
Cricket Wireless
10.2009 - 03.2010
- Performed daily opening and closing procedures, and maintained store appearance
- Upsold customers by recommending accessories and promotions to increase revenue.
- Provided exceptional customer support by promptly addressing inquiries, resolving issues, and ensuring overall satisfaction.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
Education
AAS / Business Management -
NSCC
Nashville, TN01.2013
Skills
- Strong Work Ethic
- Works Well Under Pressure
- Problem-solving abilities
- Data Entry
- Call Center Customer Service
- Customer Satisfaction
- Attention to Detail
- Multitasking and Organization
References
- Jennie Lee Frank-Gambill - Lead Ticketing at Ryman Auditorium
Email: Tidylittlechicken@gmail.com
Contact number: 615-406-5680
- Shelby Brandt - Tier 2 Mobile Help Desk Technician
Email: Sbrandt0507@gmail.com
Contact number: 931-409-1228
- Toni Blasingame- Customer Solutions Center Team Member
Email: Tkbl649@bellsouth.net
Contact number: 615-417-0339
Timeline
Tier 2 Mobility Management Technician
G Squared Wireless
07.2019 - Current
Front Desk Agent
The Westin
02.2019 - 07.2019
Restaurant Bar Manager
P.M. Cafe
11.2012 - 03.2016
Restaurant Manager
Rumba
03.2010 - 09.2012
Wireless Sales Representative
Cricket Wireless
10.2009 - 03.2010
AAS / Business Management -
NSCC
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