Jessica Harper
Louisville
Summary
Customer Support Manager with extensive experience in enhancing revenue and productivity through effective troubleshooting and relationship management. Proven track record in strategic planning and process improvement, delivering measurable departmental results in high-pressure environments. Skilled in implementing corrective actions and communicating objectives to achieve service excellence.
Overview
8
8
years of professional experience
Work History
Customer Service & Banking Operations Agent
Sutherland Global Solutions - FIS Jenuis Bank
Louisville
03.2025 - Current
- Provided inbound customer support for the digital banking platform, assisting customers with account access and transactions.
- Adhered to stringent banking compliance, identity verification, and data protection standards.
- Accurately documented customer interactions in CRM and banking systems in real time.
- Resolved complex banking issues using policy-driven decision-making within tight deadlines.
- Maintained high performance across call quality, productivity, and service-level metrics in regulated environment.
Step Up For Students (SUFS) Program
Sutherland Global Solutions
Louisville
01.2025 - 03.2025
- Managed high-volume inbound customer inquiries, consistently achieving quality and performance standards.
- Documented customer information accurately during live interactions by following structured call flows.
- Resolved complex cases using advanced listening and problem-solving techniques.
- Maintained professionalism and confidentiality throughout diverse customer interactions.
- Selected for internal reassignment within Sutherland after program closure.
Customer Support Dispatcher
Ascent Pro Support
Remote
12.2022 - 08.2024
- Delivered exceptional support for emergency tire breakdowns and services for commercial fleet customers across the USA and Canada, ensuring swift and efficient resolution.
- Managed multiple communication streams, dispatching road service while assigning drivers to specific routes based on real-time customer demands and driver availability.
- Maintained constant communication with drivers via radio and phone, providing real-time updates on traffic conditions, route changes, and customer requests to optimize service delivery.
- Proactively respond to inquiries, resolving issues or concerns related to deliveries or pickups, thereby enhancing customer satisfaction and retention.
- Utilized advanced computer software systems for data entry and tracking, contributing to improved operational workflows.
- Monitored GPS tracking systems to assess vehicle locations in real time, making necessary adjustments to optimize delivery efficiency.
Night Dispatch Lead / Account Tech Support
Capitol Express Courier
Louisville
03.2022 - 12.2022
- Supervised the dispatch board, overseeing the activities of 100+ drivers and customer accounts while providing critical technical support for time-sensitive, life-saving medication deliveries.
- Processed essential documents, adjusted miles and pay for drivers, and served as the primary point of contact for clients via phone and email, ensuring seamless communication.
- Proactively identified and resolved account and billing issues in a timely manner, fostering strong relationships with clients and ensuring business continuity.
- Initiated and developed a comprehensive training handbook that streamlined the onboarding process for new employees, enhancing team productivity.
- Built exceptional rapport with customers by understanding their unique needs and delivering personalized service.
Document Processing Customer Service Representative
Equian
Louisville
12.2019 - 03.2022
- Managed sensitive documents and acted as a liaison between clients and legal representatives, ensuring confidentiality and compliance with regulations.
- De-escalated potentially challenging situations to deliver satisfactory outcomes, enhancing overall client relationships.
- Processed checks and other financial documents, while ensuring the security and accuracy of all transactions.
Pharmacy Technician Trainer/Customer Service Representative
Chewy Pharmacy
Louisville
02.2018 - 12.2019
- Communicated with customers to discuss pet medication requirements while effectively collaborating with veterinarians for precise and prompt delivery.
- Researched and provided effective solutions while adhering to high safety and regulatory standards, contributing to compliance and customer safety.
- Oversaw team meetings, organized team-building exercises and guided fellow employees in a fast-paced environment to boost morale and efficiency.
Education
High School Diploma -
North Bullitt High School
Shepherdsville, KY01.2013
Skills
- Conflict resolution
- Client relationship management
- Proactive problem-solving
- Ability to de-escalate challenging situations
- Proficient in CRM software (Salesforce)
- Microsoft Office Suite (Word, Excel)
- GPS tracking systems
- Various dispatch software
- Efficient dispatching
- Route optimization
- Logistics coordination
- Multi-line phone management
- Tracking delivery procedures
- Accurate data entry
- Document processing
- Record maintenance
- Database management
- Incident reporting
- Strong verbal and written communication
- Active listening
- Personalized interaction with diverse customer bases
- Experience in developing training materials
- Facilitating team meetings
- Onboarding new employees effectively
- Business-to-business expertise
- Customer outreach strategies
- Ability to identify sales opportunities
- Data analysis
- Process improvement
- Identifying trends in customer inquiries to enhance service delivery
- Ability to manage multiple tasks simultaneously
- Prioritize workload
- Adapt to changing environments
- Knowledge of safety and regulatory standards in pharmaceutical and logistics operations
- Proven ability to work effectively within a team
- Contributing to collective goals
- Supporting colleagues during peak periods
- Strong understanding of software issue resolution
- Data analysis
- Workforce scheduling tools
- Office management
Affiliations
- Volunteer Work: Participated in community food drives and animal shelter support initiatives.
- Mentorship Programs: Mentored new employees, helping them acclimate and succeed in their roles.
- Employee of the Month: Recognized for outstanding performance at Ascent Pro Support (03, 2024).
- Excellence in Customer Service Award: Awarded for consistently exceeding customer satisfaction metrics at Capitol Express Courier.
- Academic Honors: Graduated with honors from North Bullitt High School (January 2013).
References
Available upon request.
Timeline
Customer Service & Banking Operations Agent
Sutherland Global Solutions - FIS Jenuis Bank
03.2025 - Current
Step Up For Students (SUFS) Program
Sutherland Global Solutions
01.2025 - 03.2025
Customer Support Dispatcher
Ascent Pro Support
12.2022 - 08.2024
Night Dispatch Lead / Account Tech Support
Capitol Express Courier
03.2022 - 12.2022
Document Processing Customer Service Representative
Equian
12.2019 - 03.2022
Pharmacy Technician Trainer/Customer Service Representative
Chewy Pharmacy
02.2018 - 12.2019
High School Diploma -
North Bullitt High School