Summary
Overview
Work History
Education
Skills
Timeline
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Jessica Torello

South Boston,VA

Summary

Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals.

Overview

6
6
years of professional experience

Work History

PT Coil Winding Supervisor

Hitachi Energy
07.2018 - Current
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Monitored workflow to improve employee time management and increase productivity.
  • Evaluated employee performance and coached and trained to improve weak areas.
  • Achieved results by working with staff to meet established targets.
  • Maintained compliance with company policies, objectives, and communication goals.
  • Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
  • Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
  • Conducted routine inspections to check quality and compliance with established specifications.
  • Identified unsafe or unhealthful workplace conditions or hazards to enforce safe work practices and procedures.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Frequently inspected production area to verify proper equipment operation.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Generated reports detailing findings and recommendations.
  • Devised and implemented processes and procedures to streamline operations.
  • Boosted team performance by developing customer service training materials and conducting service training.
  • Solicited customer feedback to identify and improve on areas of weakness.
  • Collected, arranged, and input information into database system.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.

Customer Service Account Manager

Aarons Furniture Store
07.2017 - 07.2018
  • Kept accurate records to document customer service actions and discussions.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Created and reviewed invoices to confirm accuracy.
  • Researched and corrected customer concerns to promote company loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Collaborated with marketing department to launch and manage promotional activities and campaigns.
  • Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
  • Addressed potential cancellations and offered catered solutions to retain accounts.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Trained new personnel regarding company operations, policies and services.
  • Managed timely and effective replacement of damaged or missing products.
  • Sought ways to improve processes and services provided.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Trained staff on operating procedures and company services.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Cross-trained and backed up other customer service managers.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.

Education

Various Degrees in Table Games - Casino Management

Anne Arundel Community College
Arnold, MD
07.2016

Advanced High School Diploma - General Studies

Halifax County High School
South Boston, VA
06.2005

Skills

  • Staff Management
  • Schedule Development
  • Data Analytics
  • Business Development
  • Training and Mentoring
  • Inventory Oversight
  • Processes and Procedures

Timeline

PT Coil Winding Supervisor

Hitachi Energy
07.2018 - Current

Customer Service Account Manager

Aarons Furniture Store
07.2017 - 07.2018

Various Degrees in Table Games - Casino Management

Anne Arundel Community College

Advanced High School Diploma - General Studies

Halifax County High School

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Jessica Torello