Jessica Wallace
Randolph,WI
Summary
Detail-oriented professional with extensive experience in customer service and administrative support. Specializes in managing complex inquiries and processing documentation while maintaining confidentiality. Mentors team members and cultivates positive relationships, enhancing collaboration and productivity.
Overview
12
12
years of professional experience
Work History
CSR Team Leader
Wisconsin Department of Transportation
Madison, Wisconsin
09.2023 - Current
- Resolved customer complaints promptly, enhancing overall service experience.
- Enhanced customer satisfaction by effectively addressing issues with knowledgeable, friendly service.
- Mentored junior team members, fostering professional development and strengthening team dynamics.
- Responded to phone, email, and walk-in inquiries using state service guidelines.
- Directed complex requests to appropriate Wisconsin Department of Transportation units for resolution.
- Processed vehicle title and registration documents for Wisconsin residents.
- Assisted Wisconsin Department of Transportation customers with license and registration questions.
Saw Operator
Glasfloss Industries
Juneau, WI
10.2020 - 09.2023
- Mounted workpieces in a holding device, manually or using hoist.
- Inspected and adjusted saws to establish accurate cutting measures.
- Mounted workpieces in holding device, manually or using hoist.
- Monitored operating machinery to assess progress, adjust settings, and maintain production speeds.
- Removed material jams from machinery to ensure smooth operation. to keep equipment fully operational.
- Implemented strategies to enhance productivity and minimize waste.
- Conducted training for new employees on safe operation of sawing machines and adherence to safety protocols.
- Maintained operational efficiency by eliminating safety hazards and clearing debris from work areas.
Direct Support Professional/Residential House Manager
Horizon Project Inc.
Pendleton, OR
08.2014 - 09.2020
- Cultivated strong relationships with clients to provide emotional support and companionship, enhancing their well-being.
- Provided transportation for individuals to various appointments and activities. to events and activities, medical appointments, and shopping trips.
- Documented client status and completed duties in logbooks for management review, ensuring accurate tracking of care.
- Trained new staff on residential procedures and service standards
- Evaluated work of staff and volunteers to maintain quality and effectiveness of resources.
- Built strong relationships with clients to deliver emotional support and companionship.
- Transported individuals to events and activities, medical appointments, and shopping trips.
- Assessed staff and volunteer performance to uphold quality standards and resource effectiveness.
Education
Diploma -
Pilot Rock High School
Pilot Rock, ORSkills
- Customer relations
- State service systems
- Report generation
- Schedule coordination
- Conflict de-escalation
- Team leadership
- Team supervision
- Employee training
- Staff training
- Problem solving
Analytical and Critical Thinking
Dependable and Responsible
Excellent Communication
Money handling abilities
Multi-tasking
Personal Information
CSR Team Leader
Timeline
CSR Team Leader
Wisconsin Department of Transportation
09.2023 - Current
Saw Operator
Glasfloss Industries
10.2020 - 09.2023
Direct Support Professional/Residential House Manager
Horizon Project Inc.
08.2014 - 09.2020
Diploma -
Pilot Rock High School