Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Jessica Owens

Hattiesburg,MS

Summary

Knowledgeable and dedicated customer service professional with extensive experience in medical, education, and call center industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

26
26
years of professional experience
1
1
Certification

Work History

Assistant Teacher

West Point Christian Preschool
05.2023 - Current
  • Supported student physical, mental, and social development using classroom games and activities.
  • Supervised recess, lunch and daily student intake and dismissal.
  • Ensured a safe and supportive learning environment by enforcing classroom rules and addressing behavioral issues promptly.
  • Completed daily reports, meal count sheets, and attendance logs.
  • Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
  • Kept students on-task with proactive behavior modification and positive reinforcement strategies.
  • Assisted lead teacher in providing individualized attention to students, resulting in improved academic performance.
  • Worked with teachers to design lesson plans and coordinate activities for classes.
  • Developed strong rapport with students by demonstrating genuine care for their well-being and academic success.
  • Monitored and reported student progress and development, offering mentoring as needed.
  • Kept records of student progress for teachers and parents and made notes on behavior, grades, comprehension, and personal growth.
  • Established positive relationships with parents through effective communication, fostering parental involvement in their children''s education.
  • Worked with teacher to identify and target opportunities for instructional improvements.
  • Assisted in implementation of new learning tools, systems and materials.
  • Provided one-on-one and group-based learning support focused on student progress.
  • Monitored student progress regularly, using assessments to adjust instructional strategies as needed for optimal learning outcomes.

CSR 1

Maximus call center
06.2021 - 02.2023


  • Maintained records of customer interactions.
  • Follow communication procedures, guidelines and polices
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
  • Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
  • Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
  • Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
  • Improved customer retention rates with exceptional product knowledge and personalized service recommendations.

CNA

The Myrtles
09.2019 - 01.2020
  • Repositioned patients at two-hour intervals.
  • Maintained cleanliness by bathing patients.
  • Grooming patients.
  • Monitor vital signs and record them on kiosk.
  • Record input and output in patients charts.
  • Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
  • Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
  • Enhanced patient satisfaction by providing compassionate and attentive care.
  • Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
  • Utilized proper body mechanics and assistance devices when transferring patients, minimizing the risk of injury for both parties.
  • Ensured prompt response to call lights, addressing patient needs in a timely manner.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Prevented bedsores by regularly repositioning patients and implementing proper wound care techniques.
  • Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
  • Provided emotional support for patients during challenging times, fostering a positive healing environment.
  • Implemented fall prevention measures by identifying high-risk patients and maintaining clutter-free environments around bedsides.

CNA

Brighton wellness rehabilitation center
04.2019 - 10.2019
  • Travel assignment.
  • Ensured high-quality care for patients.
  • Aided patients in managing everyday activities.
  • Maintained patient hygiene according to schedule.
  • Ensured patients received appropriate nutrition.
  • Supported clients with toileting needs.
  • Facilitate physical activity.
  • Guided patients towards healthier lifestyles.

CNA - Certified Nursing Assistant

Pro Nursing staffing agency
01.2009 - 09.2018
  • Provided coverage at various long-term nursing facilities.
  • Supported residents in performing daily tasks.
  • Maintained cleanliness and hygiene standards for residents.
  • Facilitated daily grooming and dressing routines for residents.
  • Ensured efficient mobility support for residents transitioning from beds to wheelchairs.
  • Monitored vital signs.
  • Recorded daily operations.

Certified Nursing Assistant

Hattiesburg Convalescent Center
01.2000 - 12.2008
  • Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
  • Assisted patients with daily living activities for enhanced comfort and wellbeing.
  • Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
  • Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
  • Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
  • Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
  • Prevented pressure ulcers development through frequent turning, repositioning of patients, and diligent skin assessments.
  • Enhanced team efficiency by promptly responding to call lights and reporting changes in patient condition to nurses.
  • Conducted regular rounds to monitor patients'' physical and mental status throughout shifts.
  • Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.

Education

College Education - Medical Assisting

Jones County Junior College
Ellisville, MS
05.2004

Skills

  • Call center experience
  • Customer focus
  • Complaint handling
  • CRM software
  • Customer service
  • Active listening
  • Professional telephone demeanor
  • Conflict resolution
  • Microsoft outlook
  • Computer proficiency
  • Customer relations
  • Documentation
  • Data entry
  • Call management
  • Problem resolution
  • Building rapport
  • Product knowledge
  • Dispute resolution
  • Client relations
  • Team development
  • Call center operations
  • De-escalation techniques
  • Customer education
  • Technical support
  • Information security

Certification

CNA

Timeline

Assistant Teacher

West Point Christian Preschool
05.2023 - Current

CSR 1

Maximus call center
06.2021 - 02.2023

CNA

The Myrtles
09.2019 - 01.2020

CNA

Brighton wellness rehabilitation center
04.2019 - 10.2019

CNA - Certified Nursing Assistant

Pro Nursing staffing agency
01.2009 - 09.2018

Certified Nursing Assistant

Hattiesburg Convalescent Center
01.2000 - 12.2008

College Education - Medical Assisting

Jones County Junior College

Similar Profiles

CREATE PROFILE
Jessica Owens