Summary
Overview
Work History
Education
Skills
Timeline
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Jessica Wood

Fayetteville,NC

Summary

Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.

Overview

18
18
years of professional experience

Work History

Call Center Towing Supervisor

BoatUS
Alexandria, VA
10.1996 - 11.2014
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Supervised several customer service representatives in providing excellent customer service to callers requiring assistance for nation wide towing needs and membership inquires.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
  • Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
  • Interpreted management directives to define and document administrative staff processes.
  • Established and oversaw performance targets for call center associates.
  • Determined quality assurance benchmarks and set standards for improvement.
  • Conducted performance reviews for customer service representatives to reduce resolution times and improve customer satisfaction ratings.

Education

C.D. Hylton High School
Woodbridge, VA
06.1996

Skills

  • Managing Operations and Efficiency
  • Team Management
  • Client Satisfaction
  • Customer Needs Assessments
  • Special Assignments
  • Quality Control Optimization
  • Performance Tracking and Evaluations
  • Staff Training
  • Administration and Reporting
  • Employee Coaching and Motivation
  • Operational Efficiency
  • Professional Relationships
  • Customer Care
  • Customer Loyalty
  • Workflow Processes
  • Motivational Leadership
  • Keyboard Entry
  • Supervisory Abilities
  • Assignment Delegation
  • Information Updates
  • Employee Support
  • Data Accuracy
  • Job Assignments
  • Accounts Payable and Accounts Receivable
  • Efficient Service
  • Employee Performance Reviews
  • Delegation and Work Assignment
  • Confidence and Drive
  • Remote Work Coordination

Timeline

Call Center Towing Supervisor

BoatUS
10.1996 - 11.2014

C.D. Hylton High School

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Jessica Wood