Jessica Williams
Tampa,FL
Summary
Detail-oriented professional with strong communication skills and a proactive approach. Demonstrated ability to manage multiple tasks in fast-paced environments while maintaining quality and accuracy. Recognized for efficiency and effectiveness in supporting team and organizational objectives.
Overview
9
9
years of professional experience
Work History
Business Account Specialist
Tampa Electric Company
04.2021 - 09.2025
- Set up new customer accounts and updated existing profiles with latest information approximately 50 to 70 calls a day
- Adhered to standards of quality and service as well as all compliance requirements.
- Resolved complex billing and payment issues for balanced, accurate accounts.
- Analyzed financial data and generated accurate, insightful reports for management.
- Completed routine and complex account updates to resolve problems.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions
- Cross-trained and provided backup support for organizational leadership by making outbound calls and responding to approximately 60 emails a day
- Informed customers of local/state assistance programs available
Psc Clerk
United States Postal Service, PSE
06.2020 - 07.2021
- Received loads, set loads for dispatch in required time
- Prepared boxes, pallets and BMC crates for outgoing shipments.
- Inspected merchandise for damage and discrepancies
- Prioritized and rearranged tasks to meet changing demands.
- Kept aisles clear and clean while restocking to prevent accidents and enable others to easily pass by.
- Documented inventory movements in WMS using handheld scanners.
- Prioritize boxes, crates and containers with accurate order information, destinations and codes to minimize shipping errors.
- Picked and packed shipments
- Created and enforced detailed organization processes to increase quality and service standards.
- Moved merchandise using pallet jacks and hand trucks.
- Promoted warehouse safety by reporting or resolving safety hazards and observing OSHA guidelines.
- Volunteered to assist with projects, demonstrating willingness to learn new tasks and increase skill levels
- Noted unsafe components inside packages and discussed concerns with supervisors.
Blended Customer Service Rep
Progressive Auto Insurance
02.2017 - 05.2019
- Maintained up-to-date knowledge of product and state policy changes.
- Promptly responded to inquiries and requests from prospective customers.
- Cross-trained and provided backup support for organizational leadership.
- Met customer call guidelines for service levels, handle time and productivity.
- Exceeded customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Educated customers about billing, payment processing and support policies and procedures.
- Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Assessed customer needs and recommended suitable insurance policies
- Set up customer payment plans to cover annual policies and renewals.
- Processed insurance policy cancellations and renewals quickly to meet call time targets.
- Assisted customers with completing insurance documents to avoid missed information need for state requirements
- Checked documentation for accuracy and validity on updated systems.
- Collected premiums and issued accurate receipts.
- Modified, updated and processed existing policies.
- Processed new policies and claims.
- Completed all exams and state licensing requirements for 40 states
Education
Diploma - Science and Anatomy
MIDDLETON HIGH
Tampa Fl05.2004
Skills
- Billing issue resolution
- Account investigations
- Terms negotiation
- Customer engagement
- Account administration
Systems:
- Microsoft office proficiency
- Research proficiency Google, Gweb
- CRM software
- Sap proficiency
- Web IC
Timeline
Business Account Specialist
Tampa Electric Company
04.2021 - 09.2025
Psc Clerk
United States Postal Service, PSE
06.2020 - 07.2021
Blended Customer Service Rep
Progressive Auto Insurance
02.2017 - 05.2019
Diploma - Science and Anatomy
MIDDLETON HIGH