Jessicah Roland
Arlington,TX
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
NTTA Call Center
Irving, Texas
10.2024 - 04.2025
- Assisted customers with inquiries regarding toll collection and payment processes.
- Resolved customer complaints efficiently through effective communication and problem-solving.
- Maintained accurate records of customer interactions in the call center database.
- Explained account details and services to customers clearly and patiently.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Shift Manager
RaceTrac
Arlington, TX
01.2023 - 10.2024
- Managed daily cash intake by counting out registers and tabulating profits.
- Helped employees accomplish tasks during peak periods.
- Communicated with other shift managers to facilitate continuum of customer service.
- Upheld company standards and compliance requirements for operations.
- Coached employees on interactions with customers to drive exceptional service.
- Positioned skilled staff in key areas throughout shift to optimize department productivity.
- Directed and led employees and team members on effective operations, methods and procedures.
- Reported employee behavioral issues, losses and customer complaints to upper-level management.
- Documented receipts, employee hours and inventory movement.
- Coordinated shift workers for inventory receiving, auditing and restocking.
- Enhanced operations and boosted productivity through employee training, coaching and assignments.
- Reviewed financial statements to meet targets during shift.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Recruited and trained new employees to meet job requirements.
- Assigned work and monitored performance of project personnel.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Trained new staff on customer service protocols and store procedures.
Frame Assembler
Marvin Windows and Doors Factory
Warroad, MN
04.2022 - 12.2023
- Maintained clean and organized workplace to optimize performance, efficiency and safety.
- Utilized various tools, equipment, materials and forming systems to complete construction tasks.
- Communicated with teammates and supervisors frequently to understand requirements and complete projects on time.
- Worked independently on projects and tasks within carpentry team.
- Took accurate measurements to calculate size and amount of materials needed for project completion.
- Measured and marked cut lines on materials using ruler or marking gauge.
- Adhered to project blueprints and requirements to deliver quality work.
- Maintained records and documented actions for progress reports.
Inventory Specialist
Chuy's Distrubution
Dallas, TX
05.2020 - 01.2021
- Coordinated inventory, stocking and ordering.
- Participated in physical inventory counts to keep information accurate and current.
- Performed scheduled inventory counts and supply audits.
- Performed inventory cycle counting and identified discrepancies.
- Entered information into system to update status reports.
- Oversaw efficient receiving and inventory management to keep stock within optimal levels.
- Monitored stocking areas to adjust volumes and storage requirements driven by production activity.
- Coordinated receipt of incoming materials and verified accuracy of items received.
- Inspected incoming materials for damage.
- Identified unproductive inventory for disposition, optimizing stock productivity.
Packer Associate
Amazon
Lewisville, TX
11.2017 - 01.2019
- Verified labels for appropriate order numbers and item specifications.
- Reviewed packing slips and other documentation to properly box requested items for shipment.
- Notified team leader of product discrepancies and equipment malfunctions.
- Assembled customer orders from stock and packed items in boxes.
- Operated hand trucks, pallet jacks and forklifts to move materials.
- Trained new employees regarding warehouse procedures and standards.
- Accomplished production goals by working with speed and accuracy.
- Sealed containers or materials using glues, fasteners and tape.
- Loaded and unloaded items from machines, carts and dollies.
- Cleaned containers, supplies or work areas using cleaning solutions.
Lead Cashier
Canes Chicken Fingers
Denton, TX
03.2016 - 08.2016
- Assisted with training new cashiers and customer service team members to increase speed of onboarding.
- Taught employees use of registers, merchandising of stock and satisfaction of diverse customer needs.
- Authorized discounts and special actions to resolve customer disputes and maintain satisfaction.
- Learned roles of other departments to provide coverage and keep store operational.
- Oversaw work of cashiers to identify strengths and weaknesses in customer service, payment processing or merchandising plans.
- Increased sales opportunities by upselling and cross selling products, using tried and true creativity and persuasion methods.
- Directed trash removal and sanitation procedures to keep aisles and register area organized.
- Developed training and mentoring procedures to keep team member performance strong and optimized for store needs.
- Managed employee scheduling according to availability, forecasted customer levels and labor cost controls.
- Reviewed stock levels and shelves and pulled new inventory from stockroom to replenish floor.
Cashier
Walmart
Denton, TX
08.2015 - 03.2016
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Accepted cash and credit card payments, issued receipts and provided change.
- Answered customer questions and provided store information.
- Collected payments and provided accurate change.
- Delivered high level of customer service to patrons using active listening and engagement skills.
- Helped customers find specific products, answered questions and offered product advice.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Worked closely with front-end staff to assist customers.
- Processed sales transactions to prevent long customer wait times.
- Preserved appearance of store by arranging and replenishing displays and merchandise racks.
Education
High School Diploma -
Ryan High School
Denton, TX05.2019
Skills
- Maintaining Required Compliance
- Opening and Closing Procedures
- Decision Making
- Mentoring and Coaching
- Interpersonal Skills
- Delegating Work
- Verbal and Written Communication
- Hiring and Training
- Team Building
- Goal Setting
- Performance Evaluations
- Training and Development
- Employee Development
- Team Leadership
- Staff Training
Timeline
Customer Service Representative
NTTA Call Center
10.2024 - 04.2025
Shift Manager
RaceTrac
01.2023 - 10.2024
Frame Assembler
Marvin Windows and Doors Factory
04.2022 - 12.2023
Inventory Specialist
Chuy's Distrubution
05.2020 - 01.2021
Packer Associate
Amazon
11.2017 - 01.2019
Lead Cashier
Canes Chicken Fingers
03.2016 - 08.2016
Cashier
Walmart
08.2015 - 03.2016
High School Diploma -
Ryan High School