Customer Service Csr
Resume:
Jessica Kelly
Dickinson, TX *****
********@*****.***
To obtain a position that allows me to utilize my leadership skills by assisting management with the daily operations of the organization while continuing to utilize my technical skills to support end users. Work Experience
Supervisor
Maximus - New York, NY
January 2021 to July 2022
• Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports.
• Supervise the work of customer service representatives to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed
• Interview and recommend hiring and promotion of contact center staff, through partnering with Human Resources
• Develop work schedules and assign duties to direct report personnel to ensure efficiency
• Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources
• Discuss job performance concerns with employees to identify causes and issues and work closely with the Human Resources on resolving problems
• Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks
• Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports
• Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports’ quality performance and trending call types, and providing coaching on a regular basis
• Participate in meetings and recommend changes to policies and procedures
• Assume leadership responsibility for departmental tasks and contact center activities as required
• Support and enforce contact center expectations
• Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work
• Assist direct reports with escalated issues or cases as needed
• Perform other duties as assigned by leadership
Member Services Supervisor
Jonas Fitness - Webster, TX
January 2018 to August 2020
Establishes policies by entering client information; processing payments and cancellations.Taking escalated calls, coaching employees, new hire training, meetings with clients. Completed quarterly scorecards for employees. Maintained CS log.
Assistant Admin
Kemah Boardwalk Human Resources - Kemah, TX
HR Recruiter
Kemah Boardwalk - Human Resources Office
2015 to 2018
Conducting new hire orientation, Filing, Previewing applications, answering phones, sending out background checks, I9 audits.
Assistant Admin.
Document Control Specialist
Education
High School Diploma
College of The Mainland
Present
Bachelor's degree
Skills
• Call Center
• CSR
• Customer Service
• Customer Care Typing Calendaring TI-84 Calculator CPanel Adobe Pro Computer Skills: MS Word MS PowerPoint MS Outlook Windows 10 key. Organized, Time management, and Detail- Orientated.
• Employee Orientation
• Office Management
• Quality Assurance
• Social media management
• Facebook Advertising
• Social media marketing
• Adobe Lightroom
• Adobe Premiere
• Adobe Photoshop
• Analytics
Certifications and Licenses
CPR/First Aid June 2017 to June 2022 Phlebotomy 2017 to May 2022 Driver's License
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