Jessica Owens
Rossville
Summary
Dedicated customer service professional with strong problem-solving and communication skills. Proven ability to mentor peers and handle escalated issues, ensuring high-quality support and client satisfaction.
Overview
2027
2027
years of professional experience
Work History
Care Team Representative
Sedgwick Claims Management
Remote
08.2024 - Current
- Assisted in resolving client inquiries and concerns regarding their claims status.
- Responded to high-volume inbound calls, ensuring timely support for customer needs.
- Processed sensitive employee information while ensuring confidentiality and compliance with privacy policies.
- Maintained accuracy while multitasking in a fast-paced environment.
- Mentored peers, fostering a collaborative environment and promoting knowledge sharing.
- Recognized as dependable and adaptable when transitioning between clients, tasks and support functions by keeping up with and implementing updated workflows.
Lead CSR
Navient
Remote
01.2023 - 07.2024
- Resolved complex issues using problem-solving techniques and resources.
- Trained new customer service representatives on company policies and procedures.
- Managed workflow efficiently within a fast-paced environment while maintaining high standards of accuracy and quality control.
- Provided expert customer service and support to customers, including troubleshooting technical issues.
- Maintained accurate records of customer interactions and transactions.
- Handled escalated customer complaints with professionalism and empathy.
Shift Supervisor
Starbucks
Chattanooga
2019 - 2022
- Trained new baristas on beverage preparation and customer service standards.
- Managed inventory levels, ordering supplies to maintain product availability.
- Handled cash register operations, processing transactions accurately and efficiently.
- Resolved customer complaints promptly, promoting a positive store atmosphere.
- Coordinated team schedules to ensure adequate staffing during peak hours.
- Enforced company policies and safety procedures among team members consistently.
- Communicated clearly with employees regarding job duties, expectations, and policies.
Education
Nail Technician -
Dalton State College
Dalton, GA01-2023
Skills
- Customer service
- Quality assurance
- Performance evaluation
- Employee training
- Time management
- Adaptability
- Team collaboration
- Effective communication
- Problem solving
- Conflict resolution
- Innovation and creativity
Timeline
Care Team Representative
Sedgwick Claims Management
08.2024 - Current
Lead CSR
Navient
01.2023 - 07.2024
Shift Supervisor
Starbucks
2019 - 2022
Nail Technician -
Dalton State College