Jessica Tawiah
Stafford
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability, leadership and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
7
7
years of professional experience
Work History
Customer Service Supervisor
GEICO
02.2024 - Current
- Supervised daily customer service operations, ensuring adherence to company policies and standards.
- Trained and mentored team members on effective customer interaction techniques and problem-solving strategies.
- Developed and implemented process improvements to enhance service delivery and customer satisfaction.
- Analyzed customer feedback to identify trends, providing actionable insights for management decisions.
- Resolved complex customer inquiries escalated from representatives, maintaining high service quality standards.
- Coached employees through day-to-day work and complex problems.
Talent Coordinator
GEICO
08.2022 - 02.2024
- Coordinated recruitment efforts to attract top talent through targeted sourcing strategies.
- Facilitated training sessions for hiring managers on interview techniques and candidate evaluation criteria.
- Developed strong relationships with hiring managers, gaining insights into their team needs and desired candidate profiles.
- Designed and implemented talent development programs to enhance employee skills and engagement.
- Facilitated training sessions, ensuring alignment with organizational goals and employee career paths.
Customer Service Trainer
GEICO
10.2018 - 08.2022
- Implemented onboarding processes for new customer service representatives, streamlining integration.
- Developed training materials to enhance customer service skills and product knowledge.
- Conducted training sessions to ensure consistency in service delivery across teams.
- Assisted in creating a knowledge base for common customer inquiries, improving response efficiency.
- Facilitated cross-functional team building exercises, promoting collaboration between departments for improved overall performance.
- Developed and delivered comprehensive training programs for customer service representatives.
- Enhanced team performance through targeted coaching and constructive feedback sessions.
Education
Bachelor of Arts - International Studies
Baylor University
Waco, TX06-2012
Skills
- Effective problem resolution
- Effective time management
- Service excellence
- Proficient in task management
- Effective team leadership
- Customer service expertise
- Staff training facilitation
- Managing escalated issues
- Proficient in MS Office
Leadership Development
Attended leadership conferences and training that specialize in teaching the fundamentals for effective leadership.
Timeline
Customer Service Supervisor
GEICO
02.2024 - Current
Talent Coordinator
GEICO
08.2022 - 02.2024
Customer Service Trainer
GEICO
10.2018 - 08.2022
Bachelor of Arts - International Studies
Baylor University
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