Jessica Combest
Mansfiled
Summary
Adept at managing high-stress situations and enhancing customer loyalty, I leveraged active listening and critical thinking to streamline QA processes at GXO/PFS, achieving significant efficiency improvements. My background includes mastering data entry and excelling in customer service, where my empathy and problem-solving skills led to satisfactory resolutions and repeat business.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
PFS/GXO
01.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Quality Assurance Evaluator
GXO/PFS
01.2022 - Current
- Streamlined QA processes, increasing efficiency through the implementation of automation tools and techniques.
- Ensured compliance with all relevant industry regulations by staying current on changing requirements and updating internal policies accordingly.
- Managed a team agents, providing guidance and support to help them excel in their roles.
- Led root cause analysis investigations to identify underlying issues contributing to nonconformities in products or processes.
Restaurant Hostess
Olive Garden Restaurant
06.2010 - 03.2014
- Demonstrated strong multitasking skills by handling telephone inquiries while attending to in-person guest needs seamlessly.
- Handled high-pressure situations gracefully, managing multiple tasks simultaneously while maintaining a calm demeanor.
- Answered customer questions about hours, seating, and menu information.
- Maintained an organized waitlist for busy times, ensuring efficient seating of guests.
Customer Service Representative
IRT
06.2007 - 01.2009
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
Education
High School Diploma -
Meridian High School
Meridian, Mississippi05-2007
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
Reading
I enjoy reading mysteries and history books. Something that will give me more insight on the world and the history of it.
Timeline
Customer Service Representative
PFS/GXO
01.2022 - Current
Quality Assurance Evaluator
GXO/PFS
01.2022 - Current
Restaurant Hostess
Olive Garden Restaurant
06.2010 - 03.2014
Customer Service Representative
IRT
06.2007 - 01.2009
High School Diploma -
Meridian High School
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