Open to opportunities

Jessica McCallan

@jessicamccallan

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Customer service expert with 12+ years of experience

United States

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What I'm looking for

Seeking a challenging role that leverages my customer service expertise to drive growth and improve client satisfaction.

As a seasoned customer service professional with over 12 years of diverse experience, I have honed my skills in technical support, customer success, and client management. My expertise in improving client satisfaction, enhancing support processes, and implementing effective fraud prevention measures has led to increased efficiency and portfolio growth.

I have a proven ability to manage teams, resolve concerns, and ensure compliance while delivering exceptional service. With a strong background in customer-facing roles, I excel in communication, problem-solving, and analytical skills.

Throughout my career, I have demonstrated adaptability, time management, and technical proficiency in various tools and platforms, including SaaS, Zendesk, Microsoft 365, Salesforce, and HubSpot. I am confident in my ability to drive results and deliver exceptional service in fast-paced environments.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Associate

Current

Serenity Valley Behavioral Wellness

Oct 2022 - Present (2 years 8 months)

Coordinated appointment scheduling and insurance verification, ensuring precision in billing processes. Utilized multiple tools and platforms to maintain efficient multitasking and operational workflows.

Zendesk Account Management

Manager

Salty Dog Bar & Grill

Dec 2013 - Oct 2021 (7 years 10 months)

Oversaw staff performance and upheld safety standards to guarantee high-quality service. Conducted training for service personnel on new menu items, promoting brand integrity and enhancing customer experience.

Postal Service Carrier/Service Clerk

United States Postal Service

Sep 2017 - Jan 2021 (3 years 4 months)

Oversaw mail processing procedures, maintaining accuracy in sorting and organization through the use of automated systems. Conducted daily safety inspections of transport vehicles to uphold a safe and regulation-compliant environment.

Regulatory Compliance

Customer Support Associate

Wells Fargo Bank

Jan 2010 - Dec 2013 (3 years 11 months)

Managed customer accounts and addressed inquiries, ensuring compliance with service standards and CRM protocols. Improved client satisfaction and expanded account portfolios by recommending personalized financial products.

Customer Service Account Management Regulatory Compliance

Nursing Assistant

Vibra Specialty Hospital

Jan 2012 - Dec 2013 (1 year 11 months)

Provided empathetic care and assistance with daily living activities for elderly and chronically ill patients, fostering positive rapport with patients and their families.