Jessica Crawford
Saint Louis,Missouri
Summary
Results-driven professional enhancing service delivery through process improvement and collaboration. Strong analytical skills support effective issue resolution, fostering high customer satisfaction and operational efficiency. Committed to creating positive customer experiences aligned with team and organizational goals.
Overview
19
19
years of professional experience
Work History
Dispatch Remote
AAA Autoclub Missouri
St Louis, MO
05.2022 - Current
- Coordinate with customers, staff, and service providers to ensure efficient service delivery of operations.
- Received, evaluated, and responded to customer requests for service in a timely manner.
- Provide excellent customer service and communication to ensure customer satisfaction.
- Resolved customer issues promptly and effectively.
- Monitored service requests, providing regular status updates to keep customers and staff informed.
- Maintain accurate records and document customer service requests and communication.
- Created and implemented strategies that enhanced customer service delivery.
- Ensure compliance with company policies and procedures.
- Proactively identify and assess opportunities for improvements.
- Identified the needs of customers promptly and efficiently.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Worked with cross-functional teams to achieve goals.
- Maintained updated knowledge through continuing education and advanced training.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Conducted research and data analysis to support strategic planning and inform decision-making.
Emergency Roadside Assistant (Remote)
AAA Autoclub Missouri
St Louis, MO
12.2020 - 05.2021
- Assess and resolve customer’s emergency roadside situations with empathy and urgency ensuring that customers feel safe.
- Reassured members during calls, and delivered personalized assistance and guidance tailored to individual situations.
- Assessed customer needs based on vehicle situations, facilitating effective and timely support.
- Diagnosed mechanical issues and arranged timely service for customers to minimize wait times.
- Handled inbound calls for roadside assistance, ensuring prompt responses to customer inquiries.
- Provided services by managing inbound and outbound calls for roadside assistance.
Dispatch Remote
Vitek Solutions Inc.
Fenton, MO
08.2018 - 01.2020
- Used automated testing tools to improve testing efficiency and accuracy across projects.
- Created and revised test plans and test cases to support thorough application coverage.
- Worked with development teams to clarify requirements and resolve issues.
- Worked with team members to design and implement streamlined workflows that improved overall productivity.
- Monitored production environment performance metrics for anomalies that could point to quality issues.
- Reported issues quickly with clear descriptions and steps to reproduce.
- Trained junior analysts on quality assurance processes and best practices.
- Built corrective and preventive action plans to address non-compliance issues.
Assistant Veterinary Technician
Webster Groves Animal Hospital
Saint Louis , MO
01.2016 - 09.2018
- Assisted veterinarians during examinations and procedures to ensure animal comfort.
- Prepared and maintained surgical instruments to ensure readiness and safety for veterinary surgeries and treatments.
- Monitored animal vital signs and promptly reported changes to veterinary staff to facilitate timely care.
- Kept exam rooms stocked with necessary supplies organized clean sanitized between appointments.
- Maintained records of animal health care including medical histories, immunizations, diagnostic results, treatments provided, medications prescribed and administered.
- Provided emotional support to owners during pet euthanasia.
- Educated clients on proper pet care techniques such as nutrition, grooming habits and preventive healthcare measures.
- Maintained patient charts accurately with information regarding diagnosis treatment plans medications administered.
- Observed changes in behavior or physical condition of animals that could indicate illness or injury and reported it to a veterinarian immediately.
- Cared for animals in post-operative recovery by closely monitoring vital signs and progress to support healing and recovery.
- Offered every owner exceptional customer service and support as well as top-notch care to each animal.
- Ensured cleanliness and proper upkeep of kennels, holding areas, and surgical rooms to promote animal health and safety.
Quality Assurance Specialist (Contract)
Nomax
St. Louis, MO
11.2016 - 07.2018
- Reviewed documentation to confirm claim validity and completeness, enabling prompt processing.
- Evaluated claims against policy terms to ensure accurate coverage determinations.
- Collaborated with adjusters to resolve complex claim issues promptly.
- Processed insurance claims with attention to accuracy, contributing to overall operational efficiency.
- Maintained detailed records of all claims transactions and communications.
- Provided quality customer service to insured and claimants throughout the claims process, ensuring timely assistance and support.
- Provided clear explanations of benefits, eligibility requirements, and applicable laws when communicating with customers.
Receptionist (Contract)
Stray Rescue of St. Louis
St. Louis, MO
01.2016 - 09.2017
- Serves visitors by greeting, welcoming and directing them appropriately.
- Provided exceptional customer service to internal and external customers, enhancing overall visitor experience.
- Directed incoming calls and inquiries to appropriate staff, ensuring timely responses.
- Operated telecommunication systems to facilitate effective communication.
- Scheduled appointments for animal adoptions and veterinary services.
- Ensured security by adhering to procedures, maintaining logbooks, and issuing visitor badges.
- Assisted with administrative tasks, including filing and data entry.
- Informed the public about programs and services, facilitating access to information and resources.
- Organized and maintained electronic and physical filing systems for efficient access.
- Managed office supplies inventory, placing orders to ensure availability.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Directed customer inquiries to appropriate department personnel.
Travel Consultant
Maritz
St. Louis, MO
05.2014 - 11.2016
- Coordinated travel arrangements for new and existing customers using Sabre, enhancing overall customer experience.
- Coordinated travel arrangements for clients, creating seamless itineraries that enhanced travel experiences.
- Provided customers with detailed information about travel destinations and packages.
- Managed client inquiries, delivering personalized solutions and support that strengthened client relationships.
- Provided travelers with essential information and resolved recurring online booking issues, boosting customer satisfaction.
- Collaborated with suppliers to secure competitive rates for travel services.
- Managed financial records and resolved customer issues, ensuring timely responses to inquiries and complaints.
Help Desk Support 1 (Contract) Remote
Softech
St. Louis, MO
11.2012 - 04.2014
- Supported customers by solving problems related to password resets, connection issues, and minor hardware hiccups.
- Guided customers through problem-solving processes to enhance their understanding and satisfaction.
- Applied strong customer service skills to consistently exceed customer expectations.
- Addressed customer complaints by actively listening and providing effective solutions.
- Resolved customer complaints to ensure smooth order processing and efficient ticket management.
- Followed up with customers, provided feedback and saw problems through until it was resolved.
- Escalated unresolved inquiries, tracked progress, and redirected issues to appropriate resources.
- Guided customers on the correct use of equipment and systems for optimal performance. on the proper use of equipment and systems.
Security Operations Coodinator
Interface Security
Saint Louis , MO
04.2009 - 10.2012
- Monitored live CCTV networks and video walls to detect suspicious activity, unauthorized access, and safety hazards.
- Coordinated emergency response as primary contact for incoming calls and duress alarms.
- Enabled rapid incident response by dispatching security, law enforcement, fire department, and medical services during critical incidents.
- Reduced response delays by quickly separating false alerts from active security breaches.
- Maintained camera, sensor, and communication channel uptime through routine system health checks.
- Retrieved video footage to assist internal investigations and fulfill law enforcement requests.
- Retrieved video footage to support internal investigations upon law enforcement requests.
Package Handler
UPS
Saint louis, MO
07.2007 - 03.2010
- Identified customer needs to ensure timely and efficient service.
- Resolved customer issues with knowledgeable and friendly service, enhancing satisfaction.
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Suggested innovative ideas and solutions to improve team outcomes.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Collaborated with cross-functional teams to enhance project efficiency and achieve goals.
- Recognized by management for providing exceptional customer service.
- Lifting and stacking boxes inside trailers efficiently using specific stacking methods, rapidly moving packages out of incoming trailers onto conveyor belts for sorting.
- working at a fast pace, continuously lifting, lowering, pushing, pulling, and carrying packages that typically weigh up to 70 lbs; occasionally up to 150 lbs with assistance.
Education
High School -
Excel High School
Minnetonka, MS06-2020
Some College (No Degree) - Cyber Security
University Of Massachusetts
Amherst, MA05-2026
Skills
- Customer service
- Incident response
- Technical troubleshooting
- Process improvement
- Task prioritization
- Information management
- Log analysis
- Team collaboration
- Team building
- Multitasking
- Organizational skills
- Attention to detail
- Effective communication skills
- Time management
- Analytical
- Problem-solving
- Service training
- Interpersonal skills
Timeline
Dispatch Remote
AAA Autoclub Missouri
05.2022 - Current
Emergency Roadside Assistant (Remote)
AAA Autoclub Missouri
12.2020 - 05.2021
Dispatch Remote
Vitek Solutions Inc.
08.2018 - 01.2020
Quality Assurance Specialist (Contract)
Nomax
11.2016 - 07.2018
Assistant Veterinary Technician
Webster Groves Animal Hospital
01.2016 - 09.2018
Receptionist (Contract)
Stray Rescue of St. Louis
01.2016 - 09.2017
Travel Consultant
Maritz
05.2014 - 11.2016
Help Desk Support 1 (Contract) Remote
Softech
11.2012 - 04.2014
Security Operations Coodinator
Interface Security
04.2009 - 10.2012
Package Handler
UPS
07.2007 - 03.2010
High School -
Excel High School
Some College (No Degree) - Cyber Security
University Of Massachusetts