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
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
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
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