Jessica Murga
San Pablo,CA
Summary
Experienced professional in call center supervision and team leadership. Noted for strong time management and communication skills, effectively resolving conflicts while prioritizing customer needs to drive operational efficiency.
Overview
15
15
years of professional experience
Work History
Call Center Supervisor
Hassler Heating and Air
El Cerrito, California
03.2026 - Current
- Supported daily call center operations and provided guidance to customer service and dispatch staff.
- Guided team members on customer calls, scheduling, service concerns, and escalated issues to enhance support.
- Tracked call volume and workflow to support timely, professional customer assistance.
- Worked with dispatchers and technicians to keep schedules and service operations running smoothly.
- Streamlined call center procedures to enhance consistency and improve overall customer experience.
- Trained and supported team members on customer service, call handling, scheduling, and dispatch procedures.
- Helped prioritize incoming calls and service requests based on customer needs and operational requirements.
- Resolved scheduling conflicts and supported response to unexpected service issues.
- Facilitated clear communication among customers, technicians, dispatch staff, and management to ensure alignment.
- Supported accurate customer records, appointment information, service documentation, and invoicing.
- Handled difficult or escalated customer situations professionally and worked toward resolution.
- Managed multiple priorities in fast-paced environment while maintaining attention to detail and service quality.
Dispatcher/Customer Service Representative
Hassler Heating & Air Conditioning
El Cerrito, California
04.2024 - 03.2026
- Provided exceptional customer service by handling high volumes of incoming calls, inquiries, and service requests.
- Coordinated technician schedules, appointments, and service updates to align with customer needs and ensure timely service.
- Scheduled appointments and dispatched technicians while maintaining accurate and efficient service schedules.
- Assisted with resolving scheduling conflicts and unexpected service issues.
- Used computer systems and dispatch software for scheduling, dispatching, documentation, and communication.
- Processed orders and invoices while maintaining accurate customer and service records.
- Gained in-depth knowledge of HVAC systems and services to effectively assist customers with inquiries and issues.
- Ensured professional communication with customers, technicians, and coworkers to facilitate information flow and service delivery.
- Multitasked effectively while balancing customer service, dispatching, scheduling, and administrative responsibilities.
Dispatcher
Amazon
Richmond, California
09.2021 - 04.2024
- Coordinated daily dispatch operations in a fast-paced, time-sensitive environment.
- Monitored schedules, routes, and driver activity, ensuring timely completion of assignments.
- Communicated with drivers and operational teams regarding schedules, route changes, delays, and service issues.
- Responded quickly to operational problems, identifying solutions that minimized disruptions.
- Coordinated workload and staffing needs based on changing operational demands to maintain efficiency.
- Managed multiple priorities while maintaining accuracy and attention to detail.
- Maintained operational records and entered information into computer systems.
- Communicated professionally with drivers, coworkers, and management.
- Demonstrated strong organizational, communication, and time-management skills.
Production Associate
Blue Apron LLC
Richmond, California
04.2021 - 09.2021
- Achieved production quotas while upholding quality and accuracy standards.
- Completed production tasks, ensuring timely and efficient preparation of meal kits.
- Collaborated with team members to maintain efficient production processes.
- Operated production equipment safely and efficiently.
- Followed quality control procedures to ensure product standards were met.
- Identified and reported production issues to supervisors.
- Adjusted work schedule to align with production demands and workloads.
- Maintained a clean and safe work environment in accordance with company safety requirements.
Production Worker
Tesla
Fremont, California
01.2020 - 08.2020
- Supported assembly of automotive components, ensuring adherence to production and quality standards.
- Worked with team members to streamline the vehicle assembly process.
- Used specialized tools and equipment to complete assigned production tasks.
- Kept work area clean and organized, adhering to safety protocols.
- Demonstrated strong attention to detail and ability to work independently and as part of a team.
- Consistently worked toward production targets and deadlines.
- Identified and reported minor production issues to help maintain efficient operations.
- Gained hands-on experience in automotive manufacturing and production processes.
Team Leader
Jack in the Box
Modesto, California
12.2018 - 12.2019
- Supervised and supported employees during daily shifts to ensure team cohesion and service quality.
- Trained new employees and provided ongoing coaching and guidance.
- Ensured customers received prompt, friendly, and efficient service.
- Handled customer complaints and resolved issues professionally.
- Oversaw daily restaurant operations and ensured food safety and quality standards were followed.
- Tracked inventory levels and coordinated ordering of supplies to meet operational needs.
- Assisted with employee scheduling and staffing requirements.
- Checked equipment functionality for operational readiness properly and coordinated repairs.
- Supported sales team in achieving targets, cost control, promotions, and upselling.
- Processed cash transactions and completed end-of-day financial reconciliations to maintain accurate financial records.
- Maintained compliance with health, safety, and company policies.
Lead Attendant
Joe's Food Mart
Modesto, California
08.2011 - 08.2017
- Supervised gas station attendants, ensuring efficient daily operations and high service standards.
- Provide customer service and professionally handle customer questions and concerns.
- Trained new employees and provided ongoing guidance and support.
- Assisted with employee scheduling and staffing needs.
- Processed cash transactions at the register, credit, and debit transactions accurately.
- Completed end-of-day cash reconciliations and prepared reports.
- Maintained inventory of store merchandise and automotive products.
- Monitored fuel levels and coordinated fuel orders.
- Conducted safety checks and maintained compliance with company policies and regulations.
- Monitored equipment and facilities, coordinating maintenance to ensure operational reliability.
- Maintained clean, safe, and organized store and fueling areas.
- Enforced company policies and procedures.
Education
GED -
Petersen Educational Pathways
Modesto12-2009
Skills
- Call center management
- Customer support
- High-Volume Call Handling
- Dispatch & Scheduling
- Service Operations oversight
- Customer Issue Resolution
- Dispute resolution
- Call Documentation Management
- Operations oversight
- Customer Record Management
- Process coordination
- Time Management
- Team management
- Employee Support & Coaching
- Communication management
- Problem Solving
- Safety & Compliance
Timeline
Call Center Supervisor
Hassler Heating and Air
03.2026 - Current
Dispatcher/Customer Service Representative
Hassler Heating & Air Conditioning
04.2024 - 03.2026
Dispatcher
Amazon
09.2021 - 04.2024
Production Associate
Blue Apron LLC
04.2021 - 09.2021
Production Worker
Tesla
01.2020 - 08.2020
Team Leader
Jack in the Box
12.2018 - 12.2019
Lead Attendant
Joe's Food Mart
08.2011 - 08.2017
GED -
Petersen Educational Pathways