Summary
Overview
Work History
Education
Skills
Timeline
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Jessica Terry

Richmond,VA

Summary

Dynamic professional with a proven track record at Stericycle, excelling in customer service and problem-solving. Known for adaptability and teamwork, I consistently improved operational efficiency while managing high call volumes. My strong communication skills and commitment to excellence drive successful outcomes in fast-paced environments.

Overview

11
11
years of professional experience

Work History

Swing Tech

Stericycle
02.2021 - Current
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Collaborated effectively with team members for smooth day-to-day operations.
  • Passionate about learning and committed to continual improvement.

Lead Tech

Novo Linen
10.2019 - 02.2021
  • Excellent communication skills, both verbal and written.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Organized and detail-oriented with a strong work ethic.
  • Paid attention to detail while completing assignments.
  • Strengthened communication skills through regular interactions with others.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Learned and adapted quickly to new technology and software applications.

Shift Manager

Arby's Restaurant
01.2017 - 10.2019
  • Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
  • Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
  • Trained and mentored new employees to maximize team performance.
  • Improved overall team performance by effectively delegating tasks and providing clear instructions.
  • Promoted a positive work environment through open communication and constructive feedback.
  • Kept employees operating productively and working on task to meet business and customer needs.
  • Supervised employees and oversaw quality compliance with company standards for food and services.
  • Coached crew members to optimize performance and motivate toward more efficient work.
  • Worked closely with team members to schedule breaks and shifts to meet state regulations.
  • Excelled in every store position and regularly backed up front-line staff.
  • Achieved consistent customer satisfaction by addressing concerns promptly and professionally.

Call Center Representative

Concentrix
09.2014 - 10.2017
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.

Education

Diploma -

Henrico High School
Henrico
06.2008

Skills

  • Friendly, positive attitude
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Time management
  • Flexible and adaptable
  • Dependable and responsible
  • Multitasking
  • Active listening
  • Problem resolution

Timeline

Swing Tech

Stericycle
02.2021 - Current

Lead Tech

Novo Linen
10.2019 - 02.2021

Shift Manager

Arby's Restaurant
01.2017 - 10.2019

Call Center Representative

Concentrix
09.2014 - 10.2017

Diploma -

Henrico High School

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Jessica Terry