Customer Service Team Leader

JESSICA

VALLEJO

CONTACT INFORMATION

*******.*********@*****.***

Grand Prairie, TX, USA

682-***-****

SKILLS

SUMMARY

Results-driven team leader with 5+ years of experience in customer service, dispatch, and operations management. Skilled in conflict resolution, coaching, and process improvement. Proven ability to boost customer satisfaction, increase revenue, and support high-functioning teams. EXPERIENCE

TEAM LEAD MANAGER

Aptive Environmental. Jun 2020 - Feb 2025

- Led team of 10+ employees, improving productivity by 20% through coaching and workflow planning.

- Resolved customer issues, reducing escalations and increasing satisfaction.

- Supported field service pros and sales reps and led weekly meetings to align goals and improve retention.

- Responding to inbound and outbound customer inquiries, while managing service scheduling and route coordination.

- Managing project workloads across Accounts.

- Led daily team operations with a focus on performance tracking and progress reporting to ensure accountability and results.

- Partnered with upper management to develop revenue growth strategies and ensure alignment through goal setting and KPI tracking.

- Conducted team meetings, trainings, and one-on-one coaching to foster development and performance.

VETERINARY ASSISTANT

Pennypaws. Grand Prairie, TX, USA Mar 2019 - Jun 2022

- Scheduled appointments and maintained efficient workflow throughout the mobile clinic route.

- Handled client checkouts, processed payments, and sent follow-up emails detailing services and future care needs.

- Boosted clinic revenue by upselling immunization packages and explaining the value of full protection to pet owners.

- Delivered excellent customer service in a fast-paced, mobile setting by balancing patient care and administrative duties.

VETERINARY RECEPTIONIST

Pet Medical Center. Duncanville, TX, USA Aug 2019 - Jun 2020

- Scheduled appointments, sent confirmation emails, and followed up with clients regarding care instructions and prescriptions.

- Answered high volumes of client phone calls, responded to voicemails, and handled in-person inquiries with professionalism and empathy.

- Maintained organized digital and physical files, while handling inventory tracking, supply orders, and restocking of office and exam room items.

- Operated office equipment such as multi-line phones, computers, printers, and scanners to support daily administrative tasks.

EDUCATION

HIGH SCHOOL DIPLOMA

Temple High School.

CERTIFICATIONS & COURSES

Certication Texas Veterinary Medical Association

Scheduling & Billing

Customer Service

Leadership & Coaching

Problem Solving

Communication

Inventory Management

Data Entry

POS Systems

Tracking KPIs and setting performance

goals

Collaborating with upper management

on strategies