Jessica Underwood

*** * *** ** *** ***

Sierra Vista, AZ 85635

Sierra Vista, AZ 85635

adq6b5@r.postjobfree.com

Home: 520-***-****

Dedicated customer service representative with 20+ years of experience in retail and food service industries. Consistently achieves record-high customer satisfaction and performance ratings, improvements to the bottom line, and turnaround of underperforming operations.

Respected team builder and leader of customer-focused teams. Instills a shared enthusiastic commitment to customer service as a key driver of company goal attainment. Leads by example and ensures the execution of all safety, security, quality and store operation policies.

Knowledgeable in Microsoft Office Applications: Windows XP, Home/Professional, Microsoft Word. Typing ability of 55-60 WPM.

Professional Experience

Teleperformance (United Healthcare) Remote Work 01/2021-04/2022

Member Service Representative

Took inbound calls regarding the members concerns with their benefits. Assisted with claims, benefits look up, Provider information, sending out material requested by members and grievances. Within three months, transferred to DEC where I assisted with expedited appeals. Three Month After, I got promoted to Sales Trainer with United Healthcare where I did that for the remainder of the year due to being a temporary position. I trained and prepared licensed sales agents to sell the United Healthcare insurance to new and existing members. Once that position was up, I went to Firstline Benefits to take order for the members on their over-the-counter needs. I was then transferred to outbound where we welcomed the members to our United Healthcare program and answered any questions they may have for their policy.

Teleperformance (Dicks Sporting Goods), Sierra Vista, AZ 05/2018-12/2020

Tier 2 Customer Service Representative

Assisted with inbound customer calls while navigating through the members accounts on the computers. Promoted within 6 months to taking escalated calls for members who had higher demands with their account and product needs. Beginning of 2019 I was then promoted once more to assist with corporate emails working alongside the Dicks Sporting’s Goods Corporate office remotely. I took care of the highly escalated issues that were time sensitive with a less than 24 hours turnaround timeframe.

Darden Inc. (Olive Garden), Sierra Vista, AZ

06/2012-04/2018

Waitress & Hostess

Waitress (Jun.12 - Jul.16): Demonstrated all-inclusive menu knowledge and presentation skills while providing customers with an expert understanding of their multiple course dining options and wine pairing experience. Memorized food orders for assigned tables and managed food resources in a 245+ seat restaurant. Operated point-of-sale (POS) terminals to input guest’s orders, swipe credit cards, and enter cash amounts received, at the same time as supervising other wait staff on duty.

Hostess (Jul.16 - Present): Focuses on the overall customer satisfaction experience by welcoming guests, taking reservations, and seating guests while informing them of available dining specials. Manages a computer based seating chart, bussing staff and the clearing and resetting of tables, and radio communications throughout the restaurant.

Dillard’s, Sierra Vista, AZ

07/2009 to 05/2012

Customer Service Representative

Children’s/Home (Jul.-Dec.09) and Men’s Shoes (Jan.10 - May.12) Departments: At both locations, duties included assisting customers with purchase selections and sizing, POS transactions, cleaning and maintenance of stock room and 100% inventory. Throughout employment was continually recognized for thoroughness and diligent execution of professional responsibilities.

Thomas Harlan (individual), Sierra Vista, AZ

09/2007 to 04/2009

Home Health Care Assistant

Position was a full-time primary caregiver of Mary and Thomas Harlan (maternal grandparents). Daily duties included accomplishing personal hygiene requirements, physical therapy and exercise, and preparation and serving of their meals. Weekly duties incorporated household cleaning and upkeep/maintenance of the yard, grocery shopping, driving them to and from all scheduled appointments, and the pick-up and distribution of their prescription medications.

The Diner, Sierra Vista, AZ

04/2004 to 09/2007

Lead Server (Supervisor), 04/05-09/07; Server, 06/04-04/05; Shaker, 04/04-06/04

Made shakes and ice cream dishes upon hiring; within two months was promoted to a server. Within a year of moving to the front of the house was promoted to lead server; averaging three-four employees in direct supervision line per shift. For the primary duration of employment duties included: supervising other wait staff, bus-persons and hostesses on shift, serving customers food, operating the cash register, maintaining the cleanliness of the dining area, distribution of schedules, training other servers and assigning daily side work to other staff members.

Dillard’s, Sierra Vista, AZ

08/2001 to 05/2004

Customer Service Representative

Managed sales at the ladies’ perfume counter in the cosmetics department of a large department store. Assisted clientele by providing knowledgeable and informative merchandise selections based on their requested preferences. Additional duties included stocking, cleaning, operating a cash register and 100% inventory of the department.

Windemere Hotel, Sierra Vista, AZ 01/1998 to 09/2001

Cocktail Server/Bartender

Welcomed and served food and beverages to guests while following quality management guidelines in a fine dining restaurant. Managed daily financial paperwork and deposits; input servers check amounts and cash by balancing daily till; and processed credit card payments. Duties were principally training new hires and other employees to company specifications and supervising waitresses on duty.

Post Exchange (PX) Sports Store, Hanau, Germany

09/1999 to 03/2000

Customer Service Representative

Greeted and cashed out customers in a sports store affiliated with the PX on the local military establishment. Daily duties included balancing daily cash register, processing credit card payments, stocking the shelves, and performing opening and closing duties for the store.

Village Inn, Sierra Vista, AZ

08/1996 to 01/1998

Server

Served customers’ food and beverages, maintained restaurant cleanliness, and completed additional daily side work as assigned. Majority of assigned shifts were swing and graveyard shifts.

Education and Training

Cochise Community College, Sierra Vista, AZ 01/1996 - 12/1998

Earned 52 credits; concentration in elementary education, GPA 3.0.

Buena High School, Sierra Vista, AZ 08/1992 - 05/1995

Received high school diploma; Class of 1995.

Training: Completed numerous training courses and seminars in customer service, sales strategies, inventory control, loss prevention, time management, leadership, team building, performance assessment and food safety.

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