Jessica Koops
Shelbyville
Summary
Customer Service Specialist experienced in prioritizing and multitasking within fast-paced environments. Achieved high levels of customer satisfaction by effectively managing escalated support issues and maintaining strong relationships through active listening and CRM expertise. Focused on contributing to team objectives and enhancing overall business success.
Overview
16
16
years of professional experience
Work History
CSR, Dispatch
Auto Glass Service
Murfreesboro
08.2019 - 06.2026
- Assisted customers with inquiries regarding auto glass services and products.
- Processed service orders and scheduled appointments for installations and repairs.
- Managed customer complaints, providing effective solutions in a timely manner.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Collaborated with technicians to ensure accurate service delivery and customer satisfaction.
- Trained new staff on customer service protocols and company policies.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Account Manager
Glass America
Pensacola
06.2023 - 06.2024
- Managed client accounts and ensured customer satisfaction at Glass America.
- Developed strategic plans to enhance service delivery for various clients.
- Coordinated communication between internal teams and external clients effectively.
- Conducted regular account reviews to align services with client needs.
- Analyzed market trends to inform client strategies and recommendations.
- Resolved customer complaints in a timely manner.
- Acted as main point of contact in matters relating to client concerns and needs.
- Developed strategies to increase revenue from existing accounts.
- Renewed existing accounts by building relationships with clients.
Production Lead
AmeriCold Logistics
Murfreesboro
08.2010 - 02.2014
- Led daily production operations ensuring efficient workflow and adherence to safety protocols.
- Coordinated team activities to optimize resource allocation, reducing downtime and improving workflow.
- Trained new staff on equipment usage and safety procedures in a fast-paced environment.
- Conducted regular equipment inspections to ensure compliance with safety standards and proper functioning.
- Coordinated production schedules and assigned tasks to employees.
- Monitored product quality during production to maintain high standards and minimize defects.
- Ensured safety regulations were followed by all staff members.
- Established standard operating procedures for each task within the production line.
Education
Community High School
Unionville, TNSkills
- Customer relationship management
- Complaint resolution
- Account management
- Onboarding support
- Scheduling coordination
- Process optimization
- Data entry
- Team collaboration
- Effective communication
- Problem solving
- Conflict resolution
- Attention to detail
- Critical thinking
Timeline
Account Manager
Glass America
06.2023 - 06.2024
CSR, Dispatch
Auto Glass Service
08.2019 - 06.2026
Production Lead
AmeriCold Logistics
08.2010 - 02.2014
Community High School