Jessica Smith
Summary
Dynamic and customer-focused professional with extensive experience in customer service, automotive repair, and retail management. Adept at building strong client relationships, organizing operations for efficiency, and leading teams to exceed goals. Proven track record of problem-solving, communication, and delivering top-tier customer experiences
Overview
22
22
years of professional experience
3
3
years of post-secondary education
Work History
Service Advisor
Caliber Collision
Lake Jackson
10.2020 - Current
- Assisted customers in understanding repair processes and service options.
- Coordinated appointments and managed scheduling for service technicians.
- Maintained accurate records of customer interactions and service requests.
- Provided support in resolving customer concerns and complaints promptly.
- Communicated repair estimates and timelines to customers effectively.
- Collaborated with technicians to ensure timely completion of repairs.
- Educated customers on vehicle maintenance and care best practices.
- Streamlined workflow processes to enhance service efficiency and quality.
- Promptly responded to customer inquiries via phone, email or in person.
- Provided accurate estimates of repair costs, labor times and parts prices to customers.
- Resolved customer complaints in an efficient and courteous manner.
- Assisted with scheduling appointments for service work to be performed on vehicles.
Sales Manager
Bass Pro Shops
Houston
06.2016 - 02.2020
- Led sales team to enhance customer engagement and service quality.
- Developed training programs to improve staff product knowledge and selling techniques.
- Analyzed market trends to adjust inventory and promotional strategies effectively.
- Conducted performance evaluations to mentor team members and boost morale.
- Managed daily operations of sales department, including supervision of staff members.
- Developed sales plans, goals, strategies and objectives to achieve team goals and revenue objectives.
- Performed sales consultations and educated clients on products and services.
- Trained, coached, and mentored junior sales personnel to ensure success in their roles.
Management
Limited Brands
Houston
08.2004 - 06.2016
- Performed other duties as assigned by management.
- Performed light cleaning duties and laundry management.
- Coordinated with senior management to develop an enterprise-wide understanding of risk management principles and processes.
- Managed daily operations of retail store and ensured smooth functioning.
- Trained and developed sales staff to enhance product knowledge and customer service.
- Implemented visual merchandising strategies to optimize product displays and layout.
- Resolved customer complaints efficiently to ensure positive shopping experiences.
- Established performance goals for staff and monitored progress toward achieving them.
- Created weekly and monthly reports on store performance and sales objectives.
- Ensured customer satisfaction by handling inquiries, complaints, and returns professionally.
Education
Associate of Applied Science - Legal Assistant
Alvin Community College
Alvin, TX 08.2001 - 05.2004
Brazoswood High
Clute, TXSkills
- Repair estimation
- Customer relationship management
- Appointment scheduling
- Workflow optimization
- Customer service
- Team leadership
- Problem solving
- Multitasking and organization
- Effective communication
- Conflict resolution
- Team player mentality
Timeline
Service Advisor
Caliber Collision
10.2020 - Current
Sales Manager
Bass Pro Shops
06.2016 - 02.2020
Management
Limited Brands
08.2004 - 06.2016
Associate of Applied Science - Legal Assistant
Alvin Community College
08.2001 - 05.2004
Brazoswood High