Jessica Register
Shreveport,LA
Summary
Dynamic Call Center Helpline Specialist Team Lead at LACGC with a proven track record in enhancing customer satisfaction through effective problem-solving and empathetic communication. Skilled in call handling and stress tolerance, I successfully implemented process improvements that reduced wait times, while mentoring new hires to foster a collaborative team environment.
Overview
20
20
years of professional experience
Work History
Call Center Helpline Specialist Team Lead
LACGC
Shreveport, LA
10.2021 - 07.2025
- Managed high-pressure situations with calm professionalism, ensuring positive outcomes for customers and the business.
- Participated in cross-functional projects aimed at improving overall call center efficiency and effectiveness.
- Collaborated with supervisors to identify areas of improvement and implement process changes.
- Participated in ongoing training sessions to stay current with industry trends and best practices.
- Assisted with the development of new training materials based on observed trends and common issues encountered during calls.
- Implemented time management strategies for more efficient call handling, reducing average wait times for callers.
- Demonstrated adaptability by quickly adjusting approach when faced with unexpected caller behavior or challenging scenarios.
- Provided empathetic assistance, fostering long-lasting customer relationships.
- Enhanced customer satisfaction by efficiently addressing and resolving issues.
- Served as a mentor for new hires, providing guidance on company policies and procedures as well as tips for success in their roles.
Team Leader
Dairy Queen Grill & Chill
Logansport, LA
11.2005 - 05.2016
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
Education
GED -
Bossier Learning Center
Bossier City, LA03.2006
Skills
- Stress tolerance
- Empathy display
- Script adherence
- Call handling
- Customer service
- Problem-solving skills
- Call center customer service
- Resolving issues
- Customer communications
- Inbound phone calls
- Cash handling
- Verbal and written communication
- Answering questions
- Customer support
- Communicating with clients
- Gathering information
- Data entry
- Call center operations
Timeline
Call Center Helpline Specialist Team Lead
LACGC
10.2021 - 07.2025
Team Leader
Dairy Queen Grill & Chill
11.2005 - 05.2016
GED -
Bossier Learning Center