Jodi Watkins
Customer Service
Fairburn,GA
Overview
9
9
years of professional experience
9
9
years of post-secondary education
Work History
Customer Service Representative Team Lead
Newrest Catering Company
10.2021 - 05.2025
- Responsible for 15-20 employees at all times.
- Creating staff schedules
- Resolving internal departmental issues
- Acted as point of escalation for customer complaints and complex issues
- Ensured customer satisfaction by monitoring team service quality
- Maintained high standards of service delivery in a high-volume environment
- Supporting cross-departmental operations as needed
- Providing information and customer support to pilots, flight attendants, and passengers at Hartsfield-Jackson Atlanta International Airport.
- Providing support for onboarding and training of new hires
- Accountable for ensuring quality control and quality assurance of all food and provisioning products.
Distribution Operations Team Lead
Duracell Warehouse
05.2018 - 10.2021
- Oversaw quality assurance processes and ensured adherence to company standards
- Conducted safety checks and ensured compliance with health and safety regulations
- Addressed and resolved operational issues to maintain smooth workflow
- Assisted with audits and maintained quality documented reports weekly
- Worked the floor along with the packaging team to expedite the progression of daily tasks
Customer Service Supervisor (Remote)
Midnight Run Vending Company Remote Call Center
05.2017 - 08.2020
- Handled an average of 50-100 inbound customer calls daily, assisting with product inquiries, account issues, billing concerns, and vending machine maintenance issues
- Resolved 90% of customer issues on the first call, consistently meeting or exceeding KPIs such as Average Handle Time (AHT), Customer Satisfaction (CSAT), and Quality Assurance (QA) scores.
- Documented customer interactions using Zendesk, ensuring accurate data entry and follow-up on open tickets.
- Maintained professionalism and empathy during challenging conversations, de-escalating conflicts effectively.
- Collaborated with remote team members via Zoom to escalate complex issues and ensure resolution.
Distribution Operations Floor Worker
Doterra Essential Oils
05.2016 - 08.2018
- Selected items based on order sheets, verified product codes and quantities.
- Used handheld scanners to update inventory in real-time.
- Inspected items for defects before packing.
- Supported team leads with tracking shortages and reporting discrepancies.
- Worked collaboratively with team to streamline workflow and reduce errors
Education
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Langston Hughes High School, Fairburn, Ga High School Diploma
08.2011 - 05.2015
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Alabama State University, Montgomery, Al
08.2015 - 05.2020
Skills
Microsoft office
Call center experience
Timeline
Customer Service Representative Team Lead
Newrest Catering Company
10.2021 - 05.2025
Distribution Operations Team Lead
Duracell Warehouse
05.2018 - 10.2021
Customer Service Supervisor (Remote)
Midnight Run Vending Company Remote Call Center
05.2017 - 08.2020
Distribution Operations Floor Worker
Doterra Essential Oils
05.2016 - 08.2018
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Alabama State University, Montgomery, Al
08.2015 - 05.2020
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Langston Hughes High School, Fairburn, Ga High School Diploma
08.2011 - 05.2015
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