Summary
Overview
Work History
Education
Skills
Timeline
Technical Readiness
Generic

Jessica Young

Fort Belvoir

Summary

Compassionate and detail-oriented Customer Service Representative with over four years of experience in fast-paced, high-volume environments, including government and healthcare call centers. Proven ability to handle sensitive information, resolve complex inquiries, and educate customers on policies, benefits, and available resources. Expertise in call documentation, multi-system navigation, and building empathetic connections enhances customer outcomes while ensuring satisfaction and loyalty. Recognized for reliability and a proactive approach to meeting customer and organizational goals, with a strong commitment to effective team collaboration and adaptability to changing needs.

Overview

12
12
years of professional experience

Work History

Customer Service Representative (Remote)

Senture @ Department of Homeland Security – U.S. Immigration and Customs Enforcement
03.2025 - Current
  • Provide responsive and empathetic customer service via phone and online platforms to address inquiries related to sensitive personal information.
  • Explain policies, eligibility, and procedures clearly while maintaining compliance with federal guidelines.
  • Use multiple systems to research and resolve customer issues, documenting each contact accurately.
  • Build trust with callers by actively listening and identifying unspoken concerns to offer additional guidance.
  • Work in a secure, remote environment, adhering to data privacy (PII) and regulatory requirements.

Warehouse Associate (overnight)

Amazon Fulfillment Center
11.2024 - 03.2025
  • Receive and put away inventory
  • Get customer orders ready and pack them up
  • Load boxes into trucks for shipment
  • Use scanners to read bar codes on products
  • View prompts on screens and follow directions for some tasks
  • Troubleshoot problems
  • Ensure product meets quality requirements
  • Operate power industrial trucks (PIT) such as a forklift or pallet driver, and work at heights up to 40 feet. Equipment training and certification are provided free of cost.

Program Support Specialist (Supervisor)

Armed Services YMCA
04.2023 - 09.2023
  • Supervised and supported youth programs, resolving issues raised by families, participants, and stakeholders.
  • Tracked and maintained client documentation, ensuring accuracy and confidentiality.
  • Assisted callers with program eligibility, services, and self-service resources.
  • Recommended process improvements based on recurring questions and concerns.

Polling Administrator (Remote)

Ver-a-Fast – Canton Crew
12.2019 - 05.2020
  • Responded to high volumes of inbound and outbound voter inquiries, verifying data and resolving discrepancies.
  • Utilized scripts and documentation standards to ensure accurate and clear communication.
  • Handled sensitive voter information with care and attention to data security.

Youth Program Assistant

Child and Youth Services
01.2014 - 11.2017
  • Supported day-to-day customer service functions for youth-focused programs, including parent communication.
  • Entered and updated confidential participant records.
  • Answered questions about services and guided families through program processes and benefits.

Education

Bachelor of Science -

Louisiana Tech University
Ruston, LA
03.2013

Skills

  • Inbound/Outbound Call Handling
  • Empathetic Communication & Listening
  • Call Center Quality Assurance
  • Problem Solving & Conflict Resolution
  • Secure Data Handling (PHI/PII)
  • HIPAA & Regulatory Compliance
  • Microsoft Office (Word, Excel, Outlook)
  • Multitasking & System Navigation
  • Remote Work Efficiency
  • Team Collaboration & Core Values Alignment
  • Customer service
  • Critical thinking
  • Data entry
  • Active listening
  • Problem resolution
  • Call center experience
  • Computer proficiency

Timeline

Customer Service Representative (Remote)

Senture @ Department of Homeland Security – U.S. Immigration and Customs Enforcement
03.2025 - Current

Warehouse Associate (overnight)

Amazon Fulfillment Center
11.2024 - 03.2025

Program Support Specialist (Supervisor)

Armed Services YMCA
04.2023 - 09.2023

Polling Administrator (Remote)

Ver-a-Fast – Canton Crew
12.2019 - 05.2020

Youth Program Assistant

Child and Youth Services
01.2014 - 11.2017

Bachelor of Science -

Louisiana Tech University

Technical Readiness

  • Secure home office setup with direct router connection (Wi-Fi disabled)
  • Reliable high-speed internet (100 Mbps or higher)
  • Comfortable with virtual training, communication, and remote tools

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Jessica Young