Jessica Roig
Coral Springs,FL
Summary
Results-driven professional with strong data analysis and conflict-resolution skills. Recognized for effectively managing high-volume inquiries and maintaining customer relationships to ensure timely resolutions and satisfaction.
Overview
7
7
years of professional experience
Work History
Customer Care Advisor
The Farmer's Dog
Boca Raton, Florida
05.2025 - Current
- Review and manage high-volume customer inquiries across multiple channels, determining appropriate resolution paths based on company policies, customer needs, and available data.
- Investigated and documented customer issues related to orders, subscriptions, and product concerns, ensuring accurate case handling and timely resolution to enhance customer satisfaction.
- Identified patterns in customer reports and collaborated with cross-functional teams (Operations, Product, etc.) to escalate recurring or high-priority issues, facilitating proactive solutions.
- Evaluated cases to determine the need for escalation or internal review based on urgency and complexity.
- Maintained accurate records of customer interactions and case details within internal systems, ensuring data integrity and consistency to support effective case management.
- Communicate clearly and professionally with customers and internal stakeholders while managing competing priorities and deadlines.
Retail Stylist
Kendra Scott
Boca Raton, Florida
10.2024 - 05.2026
- Assisted customers by assessing needs and preferences, resulting in tailored product recommendations that enhanced shopping experience.
- Managed multiple customer interactions simultaneously while maintaining accuracy, attention to detail, and service quality.
- Resolved customer concerns through effective problem-solving and conflict resolution, ensuring satisfaction while upholding brand standards.
- Built and maintained relationships with customers and team members through clear communication, fostering a collaborative and supportive retail environment.
- Followed established procedures for transactions, inventory handling, and customer service documentation.
Home Care Program Specialist
Area Agency on Aging
Sunrise, Florida
04.2023 - 12.2023
- Reviewed applicant documentation and conducted eligibility assessments to determine program qualification based on established criteria.
- Verified and validated client demographic and case information with a high level of accuracy and attention to confidentiality requirements.
- Communicated with clients, vendors, and internal teams to resolve inquiries, clarify information, and facilitate timely case completion.
- Monitored case outcomes and vendor/client interactions across multiple systems to ensure accurate documentation and follow-through.
- Trained new staff on assessment procedures and system usage (E-Cirts and related software), ensuring consistency and compliance with protocols.
- Identified and escalated issues that required additional review based on policy guidelines.
- Led a team of six staff members responsible for completing 701-B assessments, coordinating workflow and ensuring timely, accurate completion of assigned tasks.
Research Assistant
Mint Center for Children and Families
Miami, Florida
05.2022 - 05.2023
- Streamlined data collection and outcome monitoring processes, ensuring accurate documentation of research activities.
- Facilitated outreach and communication with parents/participants, delivering timely updates and support.
- Reviewed and entered sensitive participant information with strong attention to detail and data integrity.
- Verified and entered sensitive participant information with meticulous attention to detail, enhancing data integrity.
- Conducted outreach and communication with parents/participants, providing clear and professional updates and support.
Server
Rosario's Pizza
Concord, North Carolina
07.2019 - 12.2019
- Resolved customer concerns to enhance positive guest experience.
- Communicated with team members to ensure smooth workflow and timely service delivery.
- Adhered to food safety, service, and operational procedures to maintain quality standards.
Education
Bachelor of Arts - Psychology
Florida International University
Miami, FL05-2023
High School Diploma -
Jay M Robinson
Concord, NC06-2019
Skills
- Inquiry management
- Case documentation
- Data analysis
- E-Cirts software
- Database software
- Microsoft Excel, Word, PowerPoint & Outlook
- Windows PC & Mac
- Office equipment
- Issue escalation
- Software training
- Relationship management
Timeline
Customer Care Advisor
The Farmer's Dog
05.2025 - Current
Retail Stylist
Kendra Scott
10.2024 - 05.2026
Home Care Program Specialist
Area Agency on Aging
04.2023 - 12.2023
Research Assistant
Mint Center for Children and Families
05.2022 - 05.2023
Server
Rosario's Pizza
07.2019 - 12.2019
Bachelor of Arts - Psychology
Florida International University
High School Diploma -
Jay M Robinson