Jessica Rhodes
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
12
12
years of professional experience
Work History
Inventory Auditor
Royal Farms
Salisbury, MD, MD
03.2026 - Current
- Conducted regular audits of inventory to ensure accuracy and compliance.
- Collaborated with team members to improve inventory management processes.
- Utilized inventory management software to track stock movements efficiently.
Customer Service Associate
Royal Farms
Salisbury, MD
11.2025 - Current
- Provided exceptional customer service by assisting with product selection, food and beverage preparation, and resolving customer inquiries while upholding company standards
- Operated POS systems accurately, handling cash, fuel, age-restricted sales, and assisted checkout terminals while ensuring compliance, loss prevention, and drawer accuracy
- Maintained store operations through stocking, inventory rotation, food safety, cleanliness, and adherence to safety procedures and company policies
Team Manager
Kelly Services, Apple
01.2020 - 04.2025
- Led and managed cross-functional teams of 5–25 advisors across iOS and Mac+ Tier 1 support, driving operational efficiency, service quality, and consistent achievement of monthly performance goals
- Developed, tracked, and reviewed performance metrics, scorecards, PDPs, and customer satisfaction data; conducted 1:1 coaching, call evaluations, screen monitoring, and quarterly calibrations to improve advisor effectiveness
- Mentored and supported advisors through ongoing coaching, real-time help chats, documented feedback, Salesforce reporting, and technical assistance while maintaining accountability, engagement, and professional growth
Quality Assurance Analyst
Kelly Services, Apple
03.2016 - 01.2020
- Conducted detailed quality assurance evaluations through live call monitoring and recorded call reviews, scoring interactions against established standards and summarizing findings to ensure consistent service quality
- Delivered targeted coaching by meeting individually with advisors to review opportunities for improvement, reinforce best practices, and drive daily, weekly, and monthly performance attainment
- Partnered with leadership and QA teams to maintain scoring accuracy through quarterly calibrations, data analysis, and continuous feedback to improve customer experience and advisor performance
AppleCare Advisor
Kelly Services, Apple
06.2014 - 03.2016
- Delivered comprehensive customer support across Apple ecosystems (iOS devices, iPhones, iPads, Apple Watch, iCloud, Apple Music, billing, and CPUs), handling technical, usage, and escalation calls using advanced troubleshooting and screen-sharing techniques
- Resolved complex technical issues efficiently while documenting interactions accurately and analyzing customer feedback to improve service processes and overall support quality
- Guided and educated customers to enhance product adoption and satisfaction, while mentoring new advisors on Apple product knowledge and effective customer engagement strategies
Customer Service/Resolution Specialist/Tech Support/Billing (tier II)
Convergys/At&t
03.2014 - 06.2014
- Clarified customer requirements to resolve issues accurately on first contact, providing clear education to ensure understanding of solutions and next steps
- Resolved technical issues across multiple devices and platforms using effective troubleshooting, escalating complex cases to Tier 3 support and ordering replacement equipment as needed
- Maintained detailed, accurate customer records while collaborating with cross-functional teams to expedite requests and improve overall service quality
Education
High School Diploma -
James M. Bennett Senior
1 2006
Timeline
Inventory Auditor
Royal Farms
03.2026 - Current
Customer Service Associate
Royal Farms
11.2025 - Current
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