Jessica Young
Frisco,TX
Summary
Dedicated and highly skilled professional with a strong commitment to excellence. Consistently delivering exceptional results through a strong technical aptitude and unwavering work ethic. Possessing knowledge of problem-solving techniques and effective communication in dynamic settings. Experienced in efficiently handling customer inquiries and transactions, utilizing strong interpersonal skills to ensure a positive customer experience.
Overview
16
16
years of professional experience
Work History
Inside Sales Representative
Waste Management Company
11.2019 - 10.2024
- Achieved targeted call resolution times by swiftly identifying issues and providing solutions.
- Reduced call waiting times through efficient handling of inbound calls and effective problem-solving skills.
- Managed time effectively between inbound calls and follow-up tasks, ensuring all responsibilities were addressed daily.
- Introduced innovative strategies for improving customer support systems, enhancing overall customer experience.
- Streamlined appointment scheduling process, leading to increased efficiency and improved customer experience.
- Manage and monitoring customer digital email requests
- Streamlined ticketing procedures for enhanced customer experience and reduced wait times.
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Enhanced overall customer experience through empathetic communication and active listening skills.
Manager of Program Development
Children’s Learning Adventure
01.2016 - 11.2019
- Created and designed all supporting materials to align with the proprietary Lifetime Adventures curriculum
- Provides daily administrative support including: creating shipping labels, printing/collating documents, daily monitoring of department email accounts, etc
- Facilitated smooth day-to-day operations by anticipating needs, proactively addressing potential issues, and efficiently resolving problems as they arose.
- Evaluated training program effectiveness, adjusting content as needed to maximize learning outcomes.
- Supported project management efforts by tracking deadlines, maintaining documentation, and communicating progress updates to stakeholders.
- Created detailed reports outlining the impacts of learning initiatives on overall business performance showcasing tangible results from learning & development efforts.
Travel Specialist
Pinnacle Travel Services
02.2014 - 01.2016
- Designed personalized vacation/travel experiences based on thorough understanding of each client''s interests, budget constraints, and desired outcomes.
- Resolved any issues with bookings or accommodations swiftly to ensure a seamless travel experience for clients.
- Managed complex itinerary changes due to unforeseen circumstances without sacrificing customer satisfaction or incurring unnecessary expenses.
- Managed payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Maintained current knowledge of global travel advisories and international travel; providing Visa and Passport requirements to clients, ensuring their safety and well-being.
- Resolved customer experience escalations and billing complaints through competent customer service and prompt problem-solving.
Program Assistant
Mother’s Nurturing Care
01.2012 - 02.2014
- Worked closely with fellow staff members in developing and implementing educational and recreational activities.
- Developed strong relationships with families through open communication channels including meetings and written correspondence about their child''s growth.
- Order and prepared materials for activities for infants, toddlers, and preschooler
- Collaborated with parents to establish consistent routines and schedules, contributing to the overall well-being of the infant.
- Completed menu planning and food orders based on dietary restrictions
- Increased parent satisfaction by providing detailed daily reports regarding infant milestones, activities, and dietary intake.
- Managed both digital and physical filing systems and retrieved documents as required.
- Responded to inquiries from parents and guardians.
Customer Service Rep
Maritz Research Corp
01.2009 - 01.2012
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Completed contract forms, prepared change of address records, and issued service orders
- Obtained and examined all relevant information in order to assess validity of complaints
Education
Some College (No Degree) - Child Development
El Camino College
Torrance, CaliforniaSkills
- MS PowerPoint, Outlook, and Excel
- Salesforce
- Adobe Acrobat Professional
- Sabre Airline Solutions Software
- Customer experience analysis
- Customer experience management
- Billing/Payments
- Internal communications
- Teamwork and collaboration
- Problem-solving abilities
- Time management
- Critical thinking
Accomplishments
- Outstanding Leadership Award - 2017
- Excellence in Service Recipient - 2011
- Excellence in Service Recipient - 2010
Children’s Learning Adventure
Pinnacle Travel Services
Awards
Outstanding Leadership Award -2017, Children’s Learning Adventure, STAR Performer2015 - Quarter1, Pinnacle Travel Services, Excellence in Service Recipient -2011, Excellence in Service Recipient -2010, Maritz Research Corp
Timeline
Inside Sales Representative
Waste Management Company
11.2019 - 10.2024
Manager of Program Development
Children’s Learning Adventure
01.2016 - 11.2019
Travel Specialist
Pinnacle Travel Services
02.2014 - 01.2016
Program Assistant
Mother’s Nurturing Care
01.2012 - 02.2014
Customer Service Rep
Maritz Research Corp
01.2009 - 01.2012
Some College (No Degree) - Child Development
El Camino College
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