Jessica Paden
Yuma,AZ
Summary
Enthusiastic and persuasive customer engagement professional with 3+ years of experience in remote customer service and account management. Adept at converting warm leads, resolving client concerns, and delivering personalized support. Recognized for strong communication, adaptability, and commitment to customer satisfaction. Ready to leverage remote work expertise and a consultative sales approach to drive success at Liberty Mutual.
Overview
14
14
years of professional experience
Work History
Customer Engagement Specialist
Sun Auto Tire & Service
03.2023 - Current
- Respond to high-volume inbound calls to schedule service appointments and provide product information.
- Build rapport with customers to identify needs and promote service solutions.
- Demonstrated ability to work independently and meet performance metrics in a remote setting.
- Achieved high satisfaction ratings and repeat customer engagement through professional and persuasive communication.
Account Specialist
Amazon
01.2022 - 08.2022
- Managed customer accounts, addressing complex inquiries and resolving order-related issues.
- Delivered consistent and accurate information regarding policies, resulting in high first-call resolution rates.
- Maintained detailed records and followed up with customers to ensure long-term satisfaction.
Retail Customer Service Representative
Amazon
09.2021 - 01.2022
- Assisted customers via phone and chat with orders, returns, and product questions.
- Upsold additional services such as Prime Membership by aligning features with customer needs.
- Prioritized time-sensitive requests and thrived in a fast-paced virtual call center environment.
School Site Council Member
San Diego Unified School District
01.2011 - 01.2019
- Collaborated with educators and parents to develop and revise school improvement plans (SPSA).
- Oversaw Title 1 funding allocations and parent involvement policies.
- Participated in compliance reviews and program evaluations for school performance.
Education
High School Diploma -
Bath County High School
Owingsville, KY05.2007
Skills
- Inbound Sales & Warm Lead Conversion
- Customer Relationship Management (CRM)
- Remote Work Technology & Setup
- Communication & Persuasion
- Problem Solving & Decision Making
- Microsoft Office
- Zoom
- Salesforce (or similar CRMs)
Additional Information
Property & Casualty License, Willing to obtain (eligible for company-sponsored licensing), Flexible, including weekends and mid-morning to evening shifts, Work-from-home setup meets Liberty Mutual’s tech and environment requirements
Timeline
Customer Engagement Specialist
Sun Auto Tire & Service
03.2023 - Current
Account Specialist
Amazon
01.2022 - 08.2022
Retail Customer Service Representative
Amazon
09.2021 - 01.2022
School Site Council Member
San Diego Unified School District
01.2011 - 01.2019
High School Diploma -
Bath County High School