Jessica Weston
Fairburn,GA
Summary
Dedicated professional with experience in customer-centered call center roles. Proven track record of delivering exceptional service, resolving complaints, and achieving satisfaction goals. Skilled in multitasking and maintaining accurate records of interactions and transactions.
Overview
16
16
years of professional experience
Work History
CALL CENTER REPRESENTATIVE
Ryder
Alpharetta
08.2021 - Current
- Exceeded performance metrics related to call time, quality, and customer satisfaction
- Managed and resolved issues with customers during calls by following determined script
- Built trust with customers through personalized conversations
- Answered calls, left voicemails, and scheduled follow-up calls to drive customer engagement
- Learned company policies, rules and performance requirements to achieve successful calling metrics
- Listened to feedback from call manager and implemented changes in future calls
- Followed up promptly on all unresolved cases from previous shifts.
SUPERVISOR
CVS Health
Atlanta, Georgia
09.2014 - 11.2021
- Ordered merchandise with accuracy by verifying back stock and maintaining inventories
- Conducted department walk-throughs to assess and remedy factors such as cleanliness, inadequate stock levels and poor merchandising
- Delivered empathy and persuasive negotiation talents to promote memorable customer experience.
STORE MANAGER
Family Dollar Stores Inc
Palmetto, GA
12.2008 - 08.2014
- Delegated work to employees based on shift requirements, individual strengths and unique training
- Updated store pricing, signage and merchandising based on current promotions
- Reorganized sales floor, changing product layout to optimize customer flow and improve product visibility
- Hired, trained and managed team of eight or more associates, including evaluating performance and enforcing disciplinary actions
- Exceeded specific team goals and resolved issues by partnering with staff to share and implement customer service initiatives
- Oversaw inventory management with cycle counts, audits and shrinkage control
- Developed and optimized store schedules to meet expected coverage demands and maintain optimal service levels
- Coached and empowered employees by creating and sharing motivational vision plans
- Provided excellent customer service and adhered to all standard practices, maximizing sales and minimizing shrinkage.
Education
Creekside High School
Fairburn, GA05.2006
Skills
- Call Center Operations
- Resolving Issues
- Call Transfers
- Trained in Salesforce
- Customer Support
- Customer Communication
- Call Documentation Skills
- Outgoing Phone Calls Documentation
Timeline
CALL CENTER REPRESENTATIVE
Ryder
08.2021 - Current
SUPERVISOR
CVS Health
09.2014 - 11.2021
STORE MANAGER
Family Dollar Stores Inc
12.2008 - 08.2014
Creekside High School