Jessica Truss
Baltimore,MD
Summary
Committed and professional Service Advisor with proven ability to effectively manage customer inquiries, provide accurate advice and ensure customer/agent satisfaction. Excellent communication and problem-solving skills for providing customers with best possible service. Offers strong administrative, relationship-building and problem-solving abilities.
Overview
12
12
years of professional experience
Work History
Station services
southwest airlines
08.2022 - Current
- Building alphas & daily schedules for employees of customer service, operations, and below the wing (ramp)
- Assists payroll discrepancies and other station service’s needs as leaves & absents
- Communication with leads for direct information.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Documented problems and corrective actions to maintain records.
- Accomplished multiple tasks within established timeframes.
- Managed and motivated employees to be productive and engaged in work.
- Cross-trained existing employees to maximize team agility and performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained high customer satisfaction standards to meet or exceed targets.
Customer Service Agent
southwest airlines
10.2021 - 07.2022
- Work the Gates by preparing passengers for boarding
- Work the ticket counter by assisting customers with baggage checks
- Work Baggage Service Office by informing customers how to locate their arrived & missing luggage.
Bartender
Norma Jeans
01.2012 - 03.2020
- Greet customers
- Bottle service & cocktail waitress
- Working in a group setting.
Educational Assistant
Hannah More School
08.2017 - 01.2018
- Effectively support the developmental goals of students by providing support group support and one on one support and job coaching to students enrolled in the work-based learning program
- Contribute to students’ academic success by documenting their daily behavior to analyze the effectiveness of their IEP.
Sales Associate
BCBG MAXAZRIA
11.2016 - 12.2017
- Participated in the visual merchandising decisions for the store by performing sales, customer support and merchandising functions
- Managed daily department maintenance tasks including stock work, re-merchandising, seasonal promotional displays, price markdowns, and merchandise transfers
- Consistently collaborated with the management team to implement strategies to increase selling efforts based on trends, financial projections, sales quotas, and inventory.
- Trained and developed new hires in company processes, product knowledge, customer service, and selling techniques.
- Managed returns, exchanges and refunds in accordance with store policy.
Education
Bachelor of Science - Psychology
Morgan State University
05.2022
CPR/BLS -
American Heart Association
02.2018
Skills
- Team Leadership
- Time Management
- Team collaboration
- Policy Implementation
- Staff Development
- Workforce Management
- Complex Problem-Solving
Timeline
Station services
southwest airlines
08.2022 - Current
Customer Service Agent
southwest airlines
10.2021 - 07.2022
Educational Assistant
Hannah More School
08.2017 - 01.2018
Sales Associate
BCBG MAXAZRIA
11.2016 - 12.2017
Bartender
Norma Jeans
01.2012 - 03.2020
Bachelor of Science - Psychology
Morgan State University
CPR/BLS -
American Heart Association
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