Jessica Owens
Gainesville,GA
Summary
Customer Service Representative with 9+ years of experience in client services and quality assurance. Well-versed in products, services, and consumer trends. Good communicator, problem-solver, and listener. Committed to maintaining the highest ethical standards and building strong customer relationships.
Overview
10
10
years of professional experience
Work History
Customer Service Lead
William Sonoma
Braselton, GA
04.2016 - Current
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Improved team efficiency by about 15% implementing new training procedures and streamlining work processes.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Exceeded performance goals consistently through effective communication and problem-solving skills.
- Established strong relationships with clients, leading to repeat business and positive feedback.
- Successfully entered data into company database
Customer Service Representative
Mizuno
Braselton, GA
08.2015 - 03.2016
- Streamlined call center processes for improved efficiency and reduced wait times.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information in a timely manner
- Provided customer support via email and live chat
- Navigated multiple systems concurrently during interactions, ensuring efficient handling of inquiries without sacrificing quality or attention to detail.
- Managed about 25 incoming call per day
Customer Service Specialist
DS Services
Flowery Branch, GA
02.2014 - 08.2015
- Managed high call volume while maintaining a courteous and professional demeanor.
- Documented customer correspondence in CRM
- Created and maintained detailed database to develop promotional sales.
- Assisted clients with policy updates and modifications, ensuring accurate coverage.
- Managed approximately 30 high volume of inbound calls, emails and live chat
Education
Associate of Science - Business Administration And Management
Lanier Technical College
Oakwood, GA06.2025
Skills
- Order Management
- Spreadsheets
- Status Updates
- Client Engagement
- CRM Software
- Call Center Experience
- Scheduling
- Data Entry
- Microsoft Outlook
- Live Chat
- Email Support
- CRM Software
Timeline
Customer Service Lead
William Sonoma
04.2016 - Current
Customer Service Representative
Mizuno
08.2015 - 03.2016
Customer Service Specialist
DS Services
02.2014 - 08.2015
Associate of Science - Business Administration And Management
Lanier Technical College