Jeannette Hees
Jefferson City
Summary
Dedicated Customer Service Professional with 5 years of experience in optimizing customer support operations. Implemented process improvements and escalation protocols, achieving higher resolution rates and enhanced customer satisfaction. Seeking to leverage call center and assistance skills to drive exceptional customer experience and operational efficiencies in a dynamic service environment.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Alorica
09.2023 - Current
- Resolved a broad range of customer inquiries and technical concerns by leveraging product expertise and collaborating with cross-functional teams to ensure prompt, effective solutions.
- Streamlined call handling processes by utilizing CRM software and documenting interactions, contributing to improved customer satisfaction ratings and more efficient issue resolution.
- Enhanced operational workflow by adapting to fluctuating call volumes and prioritizing urgent cases, fostering a seamless customer experience for high-volume service environments.
- Supported knowledge transfer initiatives by mentoring new hires, clarifying standard operating procedures, and facilitating smoother onboarding experiences for incoming team members.
- Implemented escalation protocols for complex cases, ensuring timely involvement of subject matter experts and achieving higher resolution rates for critical customer issues.
- Facilitated cross-department communication by relaying customer feedback to management, driving service improvements and aligning support practices with evolving client expectations.
- Remote
Rideshare Driver
Uber
01.2021 - Current
- Delivered exceptional customer service, ensuring passenger satisfaction throughout rides.
- Navigated efficiently using GPS technology to optimize routes and reduce wait times.
- Maintained vehicle cleanliness and safety standards to provide secure transportation experiences.
- Adapted quickly to changing conditions, including traffic patterns and passenger needs.
- Demonstrated strong communication skills by engaging with passengers to enhance their experience.
- Utilized Uber's app features for seamless ride management, tracking metrics for improvement opportunities.
- Responded to passenger concerns and complaints politely and professionally.
- Followed company guidelines and policies when interacting with passengers.
- Increased repeat business through exceptional customer service, resulting in numerous positive reviews on the rideshare platform.
Assistant
The Trailer Shop LLC
06.2019 - Current
- Filling orders, packaging them, and shipping them to the customers.
- Made daily deposits.
- Handled day-to-day operations.
- Assured customer satisfaction at all times.
- Everything was to be cleaned and sanitized every day.
- Update advertisement on our social media on a daily basis.
- Oversaw all aspects of store operations, including sales, customer service, inventory management, and staff supervision.
- Analyzed sales data and market trends to identify opportunities for product assortment optimization.
- Ensured compliance with company policies, procedures, and safety regulations at all times.
- Conducted regular store audits to assess visual merchandising standards and make necessary adjustments for optimal presentation.
- Developed and maintained strong relationships with key customers, addressing their needs and ensuring high levels of satisfaction.
- Managed store budgets, tracking expenses, and implementing cost-saving measures to maximize profit.
- Managed incoming calls and emails, responding promptly and professionally to inquiries.
- Handled sensitive information with utmost confidentiality following established protocols.
- Performed data entry tasks accurately within specified timelines to maintain database integrity.
- Managed office equipment maintenance schedules to ensure proper functioning at all times.
- Provided exceptional customer service through prompt response to inquiries via phone or email.
Lead Teacher for Toddlers
Kaleidoscope Kids Childcare
07.2012 - 08.2018
- I facilitated the toddlers class and after school kids.
- We would learn our animals, colors, etc.
- Potty training was a big thing.
Front Desk and Housekeeping
Fairfield Inn & Suites
09.2012 - 10.2014
- Greeted and checked in guests, ensuring a positive first impression and providing exceptional customer service.
- Maintained an organized front desk area, including managing visitor logbooks and issuing visitor badges.
- Assisted with guest inquiries, resolving issues promptly and efficiently to ensure guest satisfaction.
- Updated reservations with accurate information on room availability and rates for efficient bookings.
- Maintained cleanliness and tidiness of assigned rooms, ensuring a comfortable and welcoming environment for guests.
- Performed thorough cleaning tasks such as dusting, vacuuming, mopping floors, and changing linens to meet high standards of cleanliness.
- Implemented efficient cleaning techniques to complete tasks in a timely manner while maintaining quality results.
- Inspected rooms after cleaning to ensure all areas were properly sanitized and maintained according to hotel standards.
- Assisted with the training of new housekeeping staff members on proper cleaning techniques and hotel policies.
Floater Teacher
Apple Tree
05.2008 - 07.2012
- My job was to fill in for whoever called in or needed help with infant to preschoolers.
Education
Online course - Philosophy
Columbia Community College
10.2025
High school diploma - undefined
Eugene Cole R-V
Eugene, MO01.2006
Skills
- Payroll, Office experience, Microsoft Outlook, Microsoft Office, Microsoft Excel, SharePoint, Microsoft Powerpoint, QuickBooks (4 years), Windows, Google Suite, Adobe Acrobat, Salesforce
- Childcare, Teaching, Janitorial experience, Supervising Experience, Leadership, Hospitality, Typing, Inventory Control, Merchandising, Pricing, Assistant Manager Experience, Filing, Sales, Administrative experience, Computer skills, Cash handling, Data entry, Medical administrative support, Time management, Dispatching
- Front desk, Packaging, Live chat, Administrative experience, Client communication, Order Picking, Guest services, Communication skills, Retail Sales, Shipping & Receiving
- Social media marketing, Cash register, Commercial Cleaning, Customer service, Retail Management, Customer support, Computer literacy, Nutrition, Writing skills, Phone etiquette, Real estate administrative experience, Computer skills, Data entry, Medical administrative support
- Multi-line phone systems, Organizational skills, Negotiation, Integrity, Store Management Experience
- Flexible and adaptable
- Dependable and responsible
Certification
- Peer Specialist Certification
- Jefferson City, MO
- 2024
- My passion in life is to those who are still struggling with addiction and mental health.
Timeline
Customer Service Representative
Alorica
09.2023 - Current
Rideshare Driver
Uber
01.2021 - Current
Assistant
The Trailer Shop LLC
06.2019 - Current
Front Desk and Housekeeping
Fairfield Inn & Suites
09.2012 - 10.2014
Lead Teacher for Toddlers
Kaleidoscope Kids Childcare
07.2012 - 08.2018
Floater Teacher
Apple Tree
05.2008 - 07.2012
Online course - Philosophy
Columbia Community College
High school diploma - undefined
Eugene Cole R-V