Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Hi, I’m
Jessica Roberts
Nampa
Summary
Overview
13
years of professional experience
Work History
Culligan Water of Boise
Customer Service Representative
01.2023 - Current
Job overview
- Managed high-stress situations effectively, maintaining professionalism under pressure while providing excellent customer service.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Streamlined customer agreements processing with accurate information and pricing.
- Efficiently handled payment transactions while maintaining accurate records.
Imelda's Mexican Restaurant
General Manager
01.2022 - 01.2023
Job overview
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
- Managed a diverse team of professionals, fostering a positive work environment and high employee
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Provided thoughtful guidance to personnel in navigating and resolving snags in productivity.
- Addressed customer complaints and feedback with immediate action, turning dissatisfied customers into loyal patrons.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Recruiting, hiring and training of team members.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers to assist lower-level employees and maintain excellent customer service.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Monitored daily cash discrepancies and inventory shrinkage.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
State of Idaho Industrial Commission
Compliance Investigator/Technical Records Specialist
06.2017 - 01.2022
Job overview
- Testified in criminal court proceedings.
- Interpreting and applying statutes, rules, and regulations to determine whether an employer is subject to the insurance requirements of Idaho Workers' Compensation Insurance Law.
- Evaluating business operations and processes to resolve worker misclassification issues and to ensure proper application exemption criteria.
- Gathering and analyzing employer related data determine compliance with Idaho's insurance requirements and to certify extraterritorial coverage requests; Providing technical assistance to ensure policies meet Idaho's proof of coverage requirements.
- Conducting interviews telephonically, email or in person to obtain the information needed to make a determination on the case.
- Explaining policy reporting requirements to employers.
- Analyzing information and researching variety of sources to identify and resolve problems or issues.
- Management of case files and maintaining detailed reports and other pertinent document on all the cases Employer Compliance case management database.
H & R Block Tax Services
Client Service Representative
01.2012 - 03.2020
Job overview
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Maintained accurate record-keeping with proactive attention to client information updates.
State of Idaho Industrial Commission
Receptionist
07.2016 - 06.2017
Job overview
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Responded to inquiries from callers seeking information.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
Talk A Lot
Store Manager
01.2012 - 06.2015
Job overview
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Managed inventory control, cash control, and store opening and closing procedures.
- Addressed customer complaints promptly and professionally, resolving issues to maintain positive relationships with clientele.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Maximized sales by creating innovative visual merchandising displays and store layouts.
- Conducted regular performance reviews for staff members, providing constructive feedback and opportunities for growth.
- Approved regular payroll submissions for employees.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Developed a successful employee retention plan, reducing staff turnover rates significantly.
- Boosted overall store sales by implementing innovative marketing strategies and exceptional customer service standards.
Education
Notus High SchoolNotus, ID
High School Diploma
05-2000
University Overview
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Customer relations
- Computer proficiency
- Conflict resolution
- Appointment scheduling
- Complaint handling
- Payment processing
- Product sales
- Professional telephone demeanor
- Scheduling
Timeline
Customer Service Representative
Culligan Water of Boise
01.2023 - Current
General Manager
Imelda's Mexican Restaurant
01.2022 - 01.2023
Compliance Investigator/Technical Records Specialist
State of Idaho Industrial Commission
06.2017 - 01.2022
Receptionist
State of Idaho Industrial Commission
07.2016 - 06.2017
Client Service Representative
H & R Block Tax Services
01.2012 - 03.2020
Store Manager
Talk A Lot
01.2012 - 06.2015
Notus High School
High School Diploma
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