JESSICA WADDELL
Virginia Beach,VA
Summary
Highly organized and creative problem solver with experience across medical, retail, customer service, website and product testing, and cosmetology. Known for a passion for helping others, learning quickly, and approaching challenges with a unique, adaptable mindset. In addition to full-time work, runs an online clothing retail shop and a small business creating hand-made dog toys from upcycled clothing—many of which are donated to animal shelters and foster groups.
Overview
17
17
years of professional experience
1
1
Certification
Work History
User Experience (UX) Tester- Freelance
UserTesting.com
Remote
05.2019 - Current
- Offer real-time feedback to assist developers and enhance customer experience
- Follow detailed instructions to complete tests and interact with prototypes and websites effectively
- Enhanced user experience by conducting usability testing and providing recommendations for improvements.
- Provided feedback to production team regarding product quality.
Independent Online Seller
Moxie Apparel Via Poshmark
Remote
04.2018 - Current
- Successfully managed the resale of new and gently-used clothing and accessories online
- Completed Boutique Certification and launched a successful boutique on Poshmark
- Managed financial tracking, inventory coordination and social media marketing.
- Collaborated with supply vendors and distributors to purchase supplies in bulk with favorable discounts.
- Processed and tracked orders and shipments to verify accurate and on-time delivery of products.
- Stayed current on industry trends and consumer preferences to curate a relevant and appealing product selection.
- Optimized product listings with keyword-rich titles and descriptions, improving search visibility and driving more traffic to the online store.
- Monitored and evaluated sales performance to make informed decisions and improve results.
- Analyzed customer trends and provided insights to improve customer experience.
- Increased customer satisfaction by providing personalized product recommendations and prompt responses to inquiries.
Remote Customer Service Representative
National Trade Supply
Remote- They Are In Greenwood, IN
02.2021 - 03.2025
- Efficiently manages inbound and outbound communication via phone, email, and chat, maintaining a professional and courteous demeanor at all times
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Proficiently utilizes tools such as Zendesk, Flash Operator Panel, Microsip, Microsoft Teams, and Microsoft Outlook to streamline operations
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Patient Care Coordinator
The Laser and Cosmetic Center
Virginia Beach, VA
02.2016 - 05.2020
- Collaborate effectively with front office, clinical staff, and the Doctor to ensure exceptional patient care
- Revamp and enhance new hire front desk training program; oversee and mentor new employees
- Develop financial projections, monitored advertisement response, and manage various projects
- Manage phone calls, patient scheduling, and check-out processes using Nextech software
- Maintain and update product inventory; order supplies and ensure product information is current for both employees and patients
- Provide detailed fee quotes and treatment plans to patients, thoroughly reviewing them to ensure understanding
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the office
Medical Dispatcher
Mid Atlantic Regional Ambulance
Virginia Beach, VA
10.2014 - 02.2016
- Efficiently managed call intake and dispatch for emergency and non-emergency situations
- Supervised and coordinated EMT teams on ambulances
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
- Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
- Expedited dispatch decisions by maintaining an up-to-date understanding of available resources and personnel schedules.
- Assisted in reducing patient transport time with effective route planning for ambulances.
Patient Advisor
The Hague Center for Cosmetic and Plastic Surgery
Norfolk, VA
04.2010 - 05.2011
- Worked directly with the Doctor to coordinate patient’s procedures/surgeries and treatment plans
- Obtained insurance pre-authorizations for surgeries as required and sent all required paperwork and forms to hospital
- Handled patient payments for office procedures and surgery
- Went over pre and post operative care and consents with patients
- Scheduled surgeries with multiple doctors at times
- Supported patients with insurance claims and billing inquiries, resulting in improved financial experiences.
- Followed document protocols to safeguard confidentiality of patient records.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
Mobile Salon Owner/Operator
Hair To Go
Virginia Beach, VA
07.2008 - 04.2011
- Maintained daily, monthly, and quarterly records of costs and revenue.
- Ensured compliance with industry regulations and hygiene standards
- Evaluated client needs and recommended treatments and strategy to achieve desired results while maintaining hair health.
- Utilized latest techniques in balayage, ombre, highlights and color correction.
- Enhanced client satisfaction by providing personalized mobile hairdressing services at their preferred locations.
- Built long-lasting relationships with clients by offering attentive service and consistently delivering high-quality results.
- Conducted market research to stay abreast of industry trends, incorporating popular styles into salon offerings
- Performed a wide range of hair services, including cuts, color applications, and styling for various events.
- Managed inventory of necessary supplies while adhering to budget constraints without compromising the quality of service provided.
- Acquired new clients through word-of-mouth referrals from satisfied customers and promotional offers.
- Maintained accurate records of client histories, preferences, and upcoming appointments for seamless interactions during future visits.
- Used social media platforms to promote salon and services.
Education
Cosmetology License - Cosmetology
Norfolk Vocational And Technical School
Norfolk01.2003
High School Diploma -
Frank W. Cox High School
Virginia Beach06-2001
Skills
- Customer Service and Support
- Organized with Remote Work Proficiency and Time Management
- Exceptional Problem Solving and Critical Thinking Skills
- Sales and Marketing
- E-Commerce and Online Sales
- Proficiency in Microsoft Office as well as Google programs
- Experience with Zendesk, Salespad, Dishbooks, Helpscout, Epic
- Inventory and Shipping Experience
- Typing Speed: 65 WPM
- Data entry & Scheduling
- Payment and Order Processing
- Phone, Email, Text, and Live Chat support
- AI experience
- Content creation and management
- Customer service
Certification
- Alison.com: (All are CPD Accredited, Certification Courses)
- Content Management Strategies (Edukatours London Ltd.) - completed in April 2025
- Essential Tips for Copywriting (Alpha Academy) - completed in April 2025
- Artificial Intelligence for Beginners (Proactive Ideas) - completed in January 2025
- Administrative support (Workforce Academy Partnership) - completed in February 2025
- Problem Solving and Critical Thinking Skills (Proactive Ideas) - completed in July 2023
- Winning with Communication: Master Your Communication Skills (Advanced Ideas) - completed in July 2023
- Maximizing Customer Engagement for Business Growth (Proactive Ideas) - completed in July 2023
- Introduction to Quality Management (NPTEL) completed in July 2023
- Managing Customers Using Technology (Channel 9) completed in April 2021
- Microsoft Excel 2019/365 (SimonSezIT) completed in April 2021
- Introducing the Art of Negotiation (Stanford) completed in August 2020
- Trendimi.com Courses
- Event Planning certification earned September 2019
- Personal Fashion Stylist Certification earned September 2019
Timeline
Remote Customer Service Representative
National Trade Supply
02.2021 - 03.2025
User Experience (UX) Tester- Freelance
UserTesting.com
05.2019 - Current
Independent Online Seller
Moxie Apparel Via Poshmark
04.2018 - Current
Patient Care Coordinator
The Laser and Cosmetic Center
02.2016 - 05.2020
Medical Dispatcher
Mid Atlantic Regional Ambulance
10.2014 - 02.2016
Patient Advisor
The Hague Center for Cosmetic and Plastic Surgery
04.2010 - 05.2011
Mobile Salon Owner/Operator
Hair To Go
07.2008 - 04.2011
Cosmetology License - Cosmetology
Norfolk Vocational And Technical School
High School Diploma -
Frank W. Cox High School