Jessica McDonald
Chicago,IL
Summary
Results-driven Customer Service Representative with a proven record of managing high volumes of inbound communications while maintaining exceptional customer satisfaction. Expertise in conflict resolution, communication, and time management enhances operational efficiency. Known for building strong customer relationships through empathetic listening and effective problem-solving. Committed to utilizing these skills to foster positive experiences in a collaborative team environment and be a reliable team member.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Big City Construction Inc
Chicago, IL
01.2019 - 12.2024
- Greet and welcome guests as soon as they arrive at the office
- Direct visitors to the appropriate person and office
- Answer, screen, and forward incoming phone calls
- Ensure reception area is tidy and presentable, with all necessary stationery and material (e.g., pens, forms, and brochures)
- Provide basic and accurate information in-person and via phone/email
- Receive, sort, and distribute daily mail/deliveries
- Maintain office security by following safety procedures and controlling access via the reception desk (e.g., monitor logbook, issue visitor badges)
- Update calendars and schedule meetings
- Arrange travel and accommodations, and prepare vouchers
- Keep updated records of office expenses and costs
- Perform other clerical receptionist duties such as filing, photocopying, transcribing, and faxing
Leasing Agent
City Wide Property Management
Chicago, IL
02.2016 - 04.2018
- Finding tenants: Meeting with potential tenants, showing them units, and following up with leads
- Verifying tenants: Performing background checks, credit checks, and reference verifications
- Preparing leases: Creating lease documents that meet property standards and regulations
- Collecting payments: Collecting security deposits, application fees, and rent payments
- Updating leases: Updating leases when tenants move in or out
- Negotiating leases: Negotiating lease renewals and communicating changes to prices or terms
- Providing customer service: Responding to tenant requests and complaints, and providing personalized service to existing tenants
- Maintaining the property: Coordinating property maintenance, and keeping an eye on community facilities
- Communicating with management: Keeping management informed of issues and concerns
Front Desk Receptionist
XSport Fitness
Chicago Ridge, IL
11.2014 - 07.2015
- Experience with: appointment scheduling software, billing software, credit card processing machines, data input scanners, desktop computers, filing cabinets, filing system software, multi-line telephone systems, scanners
- Operate telephone switchboard to answer, screen, or forward calls
- Providing information, taking messages, or scheduling appointments
- Greet persons entering establishment, determine nature and purpose of visit, and direct or escort them to specific destinations
- Hear and resolve complaints from customers or the public
- Maintain and update appointment calendars
- Conduct tours or deliver talks describing features of public facilities
- Documenting/recording information
- Always met monthly sales goals
Waitress
Applebee’s
Fort Dodge, IA
11.2010 - 09.2014
- Experience with: handling large amounts of money, cash registers, credit card processing machines, POS machines, Aloha system
- Greeting/seating customers
- Knowing the establishment’s large menu
- Taking drink and food orders
- Upselling food and drink to increase sales
- Serving food/drink in a timely manner
- Juggling several different tables/several different tasks at once efficiently
- Making sure customers are always happy and satisfied
- Training new employees
- Keeping work area clean and presentable
Assistant Store Manager
Triton Textbooks
Fort Dodge, IA
07.2010 - 09.2014
- Experience with: barcode scanners, cash registers, credit card processing machines, desktop computers, fax machines, inventory management software, Microsoft Word, POS bookstore software
- Provide customer service by greeting, assisting, and responding to customer inquiries and complaints
- Monitor sales activities to ensure that customers receive satisfactory service and quality goods
- Instruct staff on how to handle difficult and complicated sales
- Perform work activities of subordinates, such as: cleaning and organizing shelves, displays, and merchandise
- Plan, coordinate, and prepare advertising campaigns and sales promotions
- Making decisions and solving problems with computers
- Documenting/recording information
Education
Associate of Arts -
Iowa Central Community College
Fort Dodge, Iowa03.2011
Skills
- Proficient in Computer Applications
- Problem-Solving Abilities
- Effective Communication
- Following Directions
- Effective Team Collaboration
- Project Planning
- Effective Time Management
- Deadline Management Skills
- Strong work ethic
- Positive mindset
- Calendar Management
- Customer Complaint Management
- Appointment Management
- Recordkeeping strengths
- Document Organization
- Credit card payment processing
- Account updating
Other Experience - Volunteer
Rockwell City Public Library, Rockwell City, IA
Checking books in/out., Sorting and re-shelving books., Reading to children during reading time. Updating computer database.
Wright-Way Rescue, Morton Grove, IL
Walking and grooming dogs, cleaning out kennels, assisting potential adopters.
References
References available upon request.
Timeline
Customer Service Representative
Big City Construction Inc
01.2019 - 12.2024
Leasing Agent
City Wide Property Management
02.2016 - 04.2018
Front Desk Receptionist
XSport Fitness
11.2014 - 07.2015
Waitress
Applebee’s
11.2010 - 09.2014
Assistant Store Manager
Triton Textbooks
07.2010 - 09.2014
Associate of Arts -
Iowa Central Community College
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