Jessica Williams
Ozark,MO
Summary
Multi-tasking Team Leader, Creates dynamic and positive workplace culture to align with organizational mission and values. Trains new hires and mentors teammembers to achieve overall team success.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Team Lead
Salon Service Group
Springfield
04.2023 - Current
- Answer Inbound Phone Calls, Process Orders, Create & Maintain Customer Accounts, daily support of our sales & store team and customers which includes providing excellent customer service, order processing, account maintenance, and issue resolution
- Provide leadership for a team of agents to guide and support them to exceed performance metrics
General Manager
Culver's
Ozark
04.2022 - 02.2023
- Developed strong relations with customers and vendors on behalf of the organization, Determined staffing and scheduling requirements, Trained and mentored all staff, Ensured all staff upheld company standards such as Food safety, customer service, and cleanliness
Customer Care Specialist
Salon Service Group
Springfield
02.2020 - 06.2022
- Answer Inbound Phone Calls, Process Orders, Create & Maintain Customer Accounts, Verify Cosmetology License Information, Update Credit Card Information, Outbound calls to established customers, UPS Claims for lost or damaged shipments
Customer Service Specialist II
JPMorgan Chase
Springfield
09.2014 - 02.2020
- Principle Responsibilities: take ownership of each customer while empathizing and prioritizing customer needs, resolve conflicts and manage customer expectations, determine customer needs and provide appropriate solutions.
General Manager
Sonic Drive-In
Nixa
03.2003 - 04.2014
- Principle responsibilities: responsible for the operation and profitability of the Drive In
- Ensure the store was consistently operated in accordance with the standard policies, and procedures of the Excel III/ IV Sonic Drive In Group, Sonic Industries, and government regulations; Develop the stores business, profitability, and local reputation.
Education
H.S. Diploma -
Marionville High School
05.2001
Skills
- Microsoft office (4 years)
- Problem solving (10 years)
- Customer service (20 years)
- Inventory control
- Accuracy detail-oriented, and works effectively in a fast-paced environment
- Critical thinking and ability to make independent decisions
- Fluency in Windows Operating Systems, Microsoft office, Excel, Word, and Power Point
- Familiarity with multiple browsers and tabs, window navigation and teams
- Knowledge of leadership and supervisory practices
- Effective verbal and written communication
- Time management, organization, and accounting
- Problem solving, decision making, and conflict resolution
- Coaching and Mentoring
- Performance monitoring and improvement
Certification
- Food Handler Certification- ServSafe
Assessments
- Customer service, Proficient- Identifying and resolving common customer issues
- Work style: Reliability, Proficient- Tendency to be reliable, dependable, and act with integrity at work
- Customer service fit, Proficient-Measures the traits that are important for success for customer service roles
- Customer focus & orientation, Proficient- Responding to customer situations with sensitivity
- Shift leader, Proficient- Supervising warehouse staff and maintaining safety and security standards
- Sales skills, Proficient- Influencing and negotiating with customers
- Warehouse safety, Proficient- Using safe practices in a warehouse setting
Timeline
Team Lead
Salon Service Group
04.2023 - Current
General Manager
Culver's
04.2022 - 02.2023
Customer Care Specialist
Salon Service Group
02.2020 - 06.2022
Customer Service Specialist II
JPMorgan Chase
09.2014 - 02.2020
General Manager
Sonic Drive-In
03.2003 - 04.2014
H.S. Diploma -
Marionville High School