Jessica Price
Middlesboro,KY
Summary
Experienced multi talented individual bringing 5 USCIS years of quality performance in customer support supervisory roles. Skilled in professional writing and communication to manage competing priorities with superior results.
Overview
7
7
years of professional experience
Work History
Customer Service Supervisor
General Dynamics
09.2019 - Current
- Coached employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
Customer Service Representative
General Dynamics
08.2018 - 09.2019
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Assistant Manager
Jackson Hewitt
01.2017 - 04.2018
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Mentored team members to enhance professional development and accountability in workplace.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Created employee schedules to align coverage with forecasted demands.
- Monitored security to protect employees, customers and property.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Education
Bachelor of Arts - English
Eastern Kentucky University
Richmond, KY05.2021
Skills
- Decision-Making
- Work Prioritization
- Performance Evaluation
- Continuous Improvement
- Workflow Management
- Policy Enforcement
- Report Generation
- Issue Resolution
- Team Development
- Delegating Work
- Time Management
- Team Building and Leadership
- Call Center Operations
Timeline
Customer Service Supervisor
General Dynamics
09.2019 - Current
Customer Service Representative
General Dynamics
08.2018 - 09.2019
Assistant Manager
Jackson Hewitt
01.2017 - 04.2018
Bachelor of Arts - English
Eastern Kentucky University