JESSICA A LEWIS
Richmond
Summary
To obtain a challenging career-oriented position where I can develop and broaden my skills Personable and dedicated Customer Service Representative with extensive experience. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, enthusiastic, and results-oriented with demonstrated passion for building relationships, cultivating partnerships, and growing businesses.
Overview
14
14
years of professional experience
Work History
Assistant Management Analyst
City Of Berkeley, Human Resources
06.2022 - Current
- Process all invoices received to Human Resources and prepare them for payment in ERMA
- Conduct interviews for multiple recruitments
- Performs administrative research, gathers material and data for reports, and assists in the preparation of narratives, charts, graphs, and tables
- Performs the less complex technical and administrative work involved in managing meetings and conferences such as agenda preparation
- Assists with the analyses and revision of administrative procedures, forms, and reports to increase their effectiveness; supervises conformance with administrative procedures
- Answers inquiries received in person, by telephone, electronic mail, or correspondence; investigates and resolves complaints referring more difficult and complex complaints to appropriate superiors
- Composes correspondence and prepares reports; writes public relations material; assists in the preparation of the annual report and similar publications
- Represents his/her superior at meetings with other divisions, departments, commissions, other public agencies, civic groups, private organizations, and the general public
- Assists in the analysis and evaluation of budget and purchase requests; perform less complex work involved in budget preparation
- Utilizes a variety of computer applications commonly found in a modern office environment, including standard desktop office applications such as the Microsoft Office
- Suite; and specific enterprise-wide applications such as FUND$, fiscal/budget, content management, and resource databases
Office Specialist II
City of Berkeley, Public Works
04.2020 - 06.2022
- Provide outstanding customer service for both internal and external requests
- Dispatch emergency calls and follow through on customer requests
- Complete accurate data entry for work orders for PW operations (sewer, clean cities, facilities)
- Create cases in Lagan CRM database relating to public works issues, and monitor queues
- Manage safety training and scheduling for Public Works safety coordinator
- Maintain VTA Safety training records
- Process all invoices received to public works and prepare them for payment in ERMA
- Manage EBMUD billing for public works and authorize payment in Erma
- Assist with all administrative requests that arise in an expedient and professional manner
Customer Service Rep II
Bio-Rad Laboratories
01.2016 - 04.2020
- Creating Google spreadsheets for shared, real-time visibility
- Preparing monthly departmental reports summarizing sales, delivery metrics, and any new accomplishments/issues/solutions
- Pulling and analyzing data using Microsoft Excel Query tools
- Manage inbound calls received from the queue (including orders, product availability, pricing inquires) from new and existing customers, field staff, and other business units
- Build solid relationships with Inside Sales, CSSs, and other business units
- Use computerized system SAP proficient for tracking, information gathering, and/or troubleshooting pricing & shipping issues
- Address/resolve matters related to orders
Customer Support
Cardpool/ATR
01.2015 - 01.2016
- Experience in providing customer support in a busy office environment
- Commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty
- Experienced in using CRM, Zendesk, Outlook, and Goggle Docs to answer customer inquiries through email
- Ability to handle confidential material
- Processed credit card payments and issued refunds.
Server
Elephant Bar Restaurant
01.2013 - 01.2016
- Greet guests and take orders
- Record orders into system
- Provide suggestions to customers and make aware of the specials of the day
- Assist in bussing and resetting tables
- Check prepared orders for accuracy
- Attend to guests during the entire dining time.
Guest Services, Jamba Juice/ClearPath WM
01.2014 - 01.2015
- Handle escalated customer service calls/emails
- Handle reception desk duties when full-time receptionist is not present
- Authorized payment for and fulfilled online gift card orders
- Managed and resolved store fundraisers payment issues
- Monitored POS transactions of company owned stores for internal fraud.
General Office/Customer Service
Manpower Inc
01.2010 - 01.2013
- Answer phones
- Filing
- Data entry
- Customer service
Education
High School Diploma -
El Cerrito High School
El Cerrito, CA2010
Skills
- Microsoft Office
- Google Drive
- Outlook
- Skills
- Tyler/Erma
Timeline
Assistant Management Analyst
City Of Berkeley, Human Resources
06.2022 - Current
Office Specialist II
City of Berkeley, Public Works
04.2020 - 06.2022
Customer Service Rep II
Bio-Rad Laboratories
01.2016 - 04.2020
Customer Support
Cardpool/ATR
01.2015 - 01.2016
Guest Services, Jamba Juice/ClearPath WM
01.2014 - 01.2015
Server
Elephant Bar Restaurant
01.2013 - 01.2016
General Office/Customer Service
Manpower Inc
01.2010 - 01.2013
High School Diploma -
El Cerrito High School
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