Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jessica Rhodes

Salisbury,MD

Summary

Seeking full time, long term positions where is ability to grow.

Professional with high standards and strong focus on results, adept at providing exceptional customer support in tech-driven environment.

Overview

11
11
years of professional experience

Work History

Team Manager

Kelly Services, Apple
01.2020 - 04.2025
  • Led cross-functional teams to achieve operational efficiency and enhance service delivery.
  • Developed and implemented performance metrics to evaluate team productivity and effectiveness.
  • Mentored team members, fostering skill development and promoting professional growth within the group.
  • 4 years of Team Manager title, 4 years of quality analyst title for both iOS and Mac+ tier 1 levels
  • Team Manager responsibilities:
  • Managing one team; ranging from 5 people to 25 people.
  • Meeting with each individual person for 30 minutes, audio and video to discuss their month to date metrics as well as goals; how to improve, how to move forward with confidence
  • Hosting weekly team meetings for 45 minutes to discuss overall team metrics, new news, updated resources.
  • Helping advisors meet said monthly metric goals; monthly team meeting or exceeding overall goals is the responsibility of the Team Manager
  • Listen to and summarize every neutral or red / dissatisfied survey, then discuss with each individual advisor
  • Contacting advisors if they are absent to determine why.
  • Creating and going over Monthly Scorecards
  • Creating and going over PDPs weekly (Personal development plans)
  • Documented conversations
  • Helping in "help chats" for advisors who have questions in Teams during their calls
  • Listening to and grading calls then discussing said calls
  • Monitoring their screens
  • Summarizing, and uploading all conversations to Salesforce
  • Assisting with any technical issues, assisting with setting up medical tickets if needed
  • Quarterly calibrations to stay calibrated with call scoring

Quality Assurance Analyst

Kelly Services, Apple
03.2016 - 01.2020
  • Led quality assurance initiatives for software applications, ensuring compliance with established standards.
  • Developed and executed test plans, identifying defects and recommending corrective actions.
  • Collaborated with cross-functional teams to enhance product quality and user experience.
  • Implemented automated testing frameworks, increasing testing efficiency and accuracy.
  • Mainly focusing on listening to and grading calls in detail; summarizing each interaction in detail.
  • Live call monitoring and grading calls this way
  • Meeting with each advisor who could have improved an interaction to teach them how to improve
  • Meet attainment daily, weekly and monthly
  • Quarter calibrations to stay calibrated for call scoring

AppleCare Advisor

Kelly Services, Apple
06.2014 - 03.2016
  • Customer service in all aspects; Provide the best customer service, answer every question that every customer had about iOS devices, as well as CPU questions, support for every model of CPU, iPads, iPhones, iPods, Apple Watches, Apple Music, Billing, iCloud. I also take escalation calls, As well as screen sharing techniques, and any issue customers had technical wise, as well as usage questions as well.
  • Resolved technical issues for customers through effective troubleshooting and support techniques.
  • Documented customer interactions meticulously, ensuring accurate records for future reference.
  • Guided customers in utilizing Apple products, enhancing user experience and satisfaction.
  • Analyzed customer feedback to drive process improvements and optimize service efficiency.
  • Mentored new advisors on product knowledge and customer engagement strategies.

Customer Service/Resolution Specialist/Tech Support/Billing (tier II)

Convergys/At&t
03.2014 - 06.2014
  • Greet customers in a courteous, friendly, and professional manner using agreed upon procedures, listen attentively to customer needs and concerns; demonstrate empathy. Clarify customer requirements; probe for and confirm understanding of requirements or problem, meet customer requirements through first contact resolution. Confirm customer understanding of the solution and provide additional customer education as needed, prepare complete and accurate work and update customer file. Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests, effectively transfer misdirected customer requests to an appropriate party, contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity. Resolve technical issues with any device on account. Troubleshoot any device customer has on account, Order equipment/devices, create cases to tier 3 when applicable, troubleshooting knowledge of androids, windows phones, ability to help customers and solving their technical (phone) problems.
  • Also Certified in iOS (iPhone)

Education

High School Diploma -

James M. Bennett Senior
01.2006

Skills

  • I have an excellent communication and understand of people
  • My WPM is 85
  • I have a determination and drive for things I am passionate about
  • Anything dealing with computers I learn with ease and quickly
  • I’m familiar with Windows 7, 8, 10, 11, all Apple macOS, Outlook, Excel, Word
  • Have a lot of experience with animals, including adoption, health care, temperament testing, obedience, cleaning, and a good judge of character
  • I have excellent cash handling and money skills
  • I have experience in sales quotas and meeting sales goals
  • I have experience in document filing, organizing and file maintenance
  • Empathy and patience
  • Call handling
  • Software expertise
  • Device configuration
  • Workflow optimization
  • Teamwork
  • Customer service
  • Time management
  • Multitasking Abilities
  • Reliability
  • Desktop support
  • Help desk support
  • Relationship building

Timeline

Team Manager

Kelly Services, Apple
01.2020 - 04.2025

Quality Assurance Analyst

Kelly Services, Apple
03.2016 - 01.2020

AppleCare Advisor

Kelly Services, Apple
06.2014 - 03.2016

Customer Service/Resolution Specialist/Tech Support/Billing (tier II)

Convergys/At&t
03.2014 - 06.2014

High School Diploma -

James M. Bennett Senior

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