Jessica Paul
Wayland,MT
Summary
Compassionate and skilled professional with a strong background in customer service, conflict resolution, and fostering supportive environments. Highly intuitive and perceptive, with the ability to read situations, sense shifts in conversations, and respond with emotional intelligence. Passionate about creating safe, inclusive spaces that honor diverse perspectives while ensuring community guidelines are upheld. Experienced in de-escalating tense situations and maintaining respectful discussions. Highly organized, detail-oriented, and committed to active listening and empathic communication.
Overview
12
12
years of professional experience
Work History
Field Representative
Customer Impact INC.
01.2024 - Current
- Performed in-store merchandising tasks, including product placement, restocking, and planogram compliance for various brands.
- Conducted inventory counts and ensured proper stock levels by coordination with store personnel.
- Assembled and maintained promotional displays to enhance in-store visibility.
- Audited product availability, merchandising compliance, and store adherence to promotional guidelines.
- Captured and submitted detailed reports, including photos and inventory data, through a mobile app within strict deadlines.
- Managed multiple assignments efficiently, completing high-volume projects on time.
- Successfully planned and executed multi-store routes, ensuring timely completion of all assigned projects.
Mystery Shopper & Market Researcher
Best Mark, Second to None, IPSOS, isecert shop, Maketforce, Pinnacle, GBW, IVUEIT, Observa
09.2019 - Current
- Receiving invitations and instructions via email
- Studying the scope of work
- Evaluating employee customer service and up selling abilities
- Data entry of shopping experience
- Providing report to employer in a timely manner
- Developed comprehensive reports on each visit, including observations and recommendations for improvement
Merchandiser
Survey
01.2019 - Current
- Executed planogram, pricing, and signage updates, fostering exceptional customer experiences
- Monitored sales performance and adjusted merchandise displays accordingly
- Completing a retail service within a store
- Providing feedback from store managers to companies
- Using good time management skills
- Using customer service and sales techniques
- Participating in promotional events
- Data entry of shopping experience and provided reports in a timely manner
- Developed visual merchandising strategies to optimize product displays and increase sales
- Generated reports detailing performance metrics such as sales figures, inventory levels
2nd Year Apprentice
Paul's Trenching & Plumbing
01.2020 - 08.2023
- Good understanding of pipe connection methods
- Experience fitting PEX, Copper, ABS and PVC Iron pipe
- Pump identification and comprehension of specified design requirements
- Instillation of water heaters and replacing parts per heater
- Strong math skills and ability to calculate fittings
- Cutting, measuring, threading, soldering, reaming pipes of various materials
- Proper use of hand tools, torches, crimpers when assembling seams or fastening joints
- Proper installation of septic systems and maintenance
- Ability to operate heavy machinery such as an excavator and a trencher
Restaurant Team Member
Dominos Pizza Inc
09.2019 - 12.2019
- Oversaw product loading to keep items balanced, work efficient and items secure for safe delivery
- Submitted receipts and money received from deliveries at end of each shift
- Informed customers of discounts, special offers and programs to enhance customer experience
- Managed customer service issues with professionalism and analytical approaches to maintain satisfaction and promote continued brand loyalty
- Completed on-time deliveries by choosing best and most efficient routes
- Interacted with customers requiring excellent interpersonal and communication skills
- Achieved 100% accuracy rate for cash, credit, and gift card sales
- Identified the educational needs of others and instructed them to meet proper food/safety standards
- Maintained an organized and clean work area
- Multitasked between 5 different areas at any given time
Customer Service Specialist & Retention Specialist
Thomas L. Cardella & Associates
07.2013 - 05.2019
- Maintain a high-volume workload within a fast paced environment
- Assisted an average of 550 clients in any given week and consistently met performance benchmarks in all areas (speed, accuracy and volume)
- Helped company attain the highest client service ratings (as determined by external auditors)- earned 100% marks in all categories including communication skills, active listening skills, problem resolution and professionalism.
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Retained customers by addressing concerns with empathetic and soulution-oriented communication.
Child Care Provider & Owner
Little Wildflowers Daycare
05.2017 - 12.2018
- Attend to children's basic needs: feeding, dressing, changing
- Served Meals & snacks per nutritional guidelines
- Created lesson plans
- Observed and monitored children's learning & play activities
- Applied positive behavior management techniques to enhance social interactions and emotional development
- Communicated with children's parents or guardians about daily activities, behaviors, and related issues
- Developed age-appropriate activities to engage children and foster learning
- Ensured compliance with licensing standards as well as local, state and federal regulations governing childcare facilities
Education
Kirkwood Community College
Skills
- Communication & Support
Verbal & Written Communication, Active Listening, Empathy, & Emotional Support, Peer Support & Guidance, Conflict Resolution & De-escalation, Confidentiality & Ethics, Judgement-Free Communication
- Customer Service & Client Interaction:
Customer interaction, Call Center Operations, Service Recommendations, Chat-Based & Tone/Text Communication, Crisis Awareness & Prevention
- Technical & Administrative:
Microsoft Office, CRM systems (ZenDesk, LiveChat), Database & Report Management, Digital Report Building, Data Entry, Payment Processing, Transcription
- Retail & Operational Skills:
Stock Management, Sales Expertise, Retail Materials Management, Standard Service Compliance
- Other Relevant Skills:
Early Childhood Development, Activities & Care Planning, Food Safety Measures, Cleaning Techniques
Timeline
Field Representative
Customer Impact INC.
01.2024 - Current
2nd Year Apprentice
Paul's Trenching & Plumbing
01.2020 - 08.2023
Mystery Shopper & Market Researcher
Best Mark, Second to None, IPSOS, isecert shop, Maketforce, Pinnacle, GBW, IVUEIT, Observa
09.2019 - Current
Restaurant Team Member
Dominos Pizza Inc
09.2019 - 12.2019
Merchandiser
Survey
01.2019 - Current
Child Care Provider & Owner
Little Wildflowers Daycare
05.2017 - 12.2018
Customer Service Specialist & Retention Specialist
Thomas L. Cardella & Associates
07.2013 - 05.2019
Kirkwood Community College
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