Jessica Wright
Montgomery,TX
Summary
Dynamic Customer Service Supervisor with a proven track record at the United States Post Office, excelling in staff training and conflict resolution. Enhanced customer satisfaction through effective problem-solving and process improvements, while fostering a collaborative team environment. Skilled in scheduling coordination and dedicated to delivering exceptional service.
Professional in customer service with strong focus on team collaboration and achieving results. Skilled in conflict resolution, communication, and managing team performance. Reliable and adaptable, ensuring seamless operations and customer satisfaction in dynamic environments. Prepared to lead and support team to meet and exceed goals.
Overview
12
12
years of professional experience
Work History
Customer Service Supervisor
United States Post Office
01.2016 - Current
- Supervised daily operations, ensuring efficient customer service delivery.
- Trained and mentored staff to enhance service quality and productivity.
- Resolved complex customer inquiries, fostering positive relationships and satisfaction.
- Implemented process improvements that streamlined workflows and reduced wait times.
- Coordinated scheduling to optimize staffing levels during peak service hours.
- Developed training materials that improved new employee onboarding experience.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
Customer Service Representative
Penncro Call Center
07.2013 - 03.2015
- Provided exceptional support to customers, resolving inquiries and issues efficiently.
- Maintained accurate records of customer interactions and transactions in CRM system.
- Trained new team members on call center procedures and best practices.
- Developed strategies to enhance customer satisfaction and retention rates.
- Assisted customers in making monthly payments.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
Certificate of Technical Studies - Phelbotomy
Blinn College
Bryan, TX04-2013
High School Diploma -
Navasota High School
Navasota, TX06-2012
Skills
- Customer service management
- Staff training and development
- Conflict resolution
- Process improvement
- Escalation handling
- Scheduling coordination
- Problem-solving
- Time management
- Customer service
- Team leadership
- Training and mentoring
- Customer relations
- Employee scheduling
- Type 60 words per minute
Timeline
Customer Service Supervisor
United States Post Office
01.2016 - Current
Customer Service Representative
Penncro Call Center
07.2013 - 03.2015
Certificate of Technical Studies - Phelbotomy
Blinn College
High School Diploma -
Navasota High School