1. Jessica JenétPatterson
13913 SandhurstDr. SW, Huntsville, AL 35803
Cell (256) 655-4648,Jessie.Patterson82@gmail.com
OVERVIEW
Over fourteen years of customer service and retention experience. Was instrumental in customer growth and
subdivision development in one of my former positions. Also proposed many ideas to upper management which,
once applied, rectified several budgetary and operational complications. Entrusted with confidential information.
Extensive computer proficiency, strong desire to learn, and well-developed problem solving and conflict resolution
skills. Detail-oriented, outgoing personality, and at ease working alone or with a team. Seeking a full-time position in
which my various skills and many years of experience will be valued and put to good use.
SKILLS
* Type approximately 55-60 WPM; Exceptional editing and proof-reading skills
* Proficient in Word, Excel, PowerPoint, Publisher, Lotus Notes, Clarify 12.5, SirsiDynix, and more
* Familiar with fax, Xerox, Matrix phones, and general computer and printer troubleshooting
* Excellent phone skills and professional demeanor
* Familiar with some Spanish as well as some American Sign Language
* Good with both written and verbal communication/public speaking
* Skilled in conflict resolution, troubleshooting, and problem solving
* Accustomed to fast-paced, high-pressured positions, and prioritizing multiple tasks
EMPLOYMENT EXPERIENCE
City of Madison Public Works Department
Accounting/Accounts Payable, Aug. 2013 - present
* Answering phones, Xeroxing, faxing, ordering and keeping inventory of supplies, and other general office duties
* Preparing and organizing detailed files for Public Works and City Hall use, keeping with IRS auditor standards
* Maintaining budgets, requesting and handling purchase orders, and processing invoices for payment
* Receiving service requests from residents and assigningthem to the appropriate crews
* Working effectively with multiple city departments to ensure residents receive the best customer service possible
* Calculating hours worked by crews, entering time, and keeping track of each employee’s earned time off
Huntsville-Madison County Public Library, Huntsville, AL.
Circulation Services Clerk, Dec. 2010 – Aug. 2013
* Handled customer service issues, conflict resolution, and billing issues
* Checked out, discharged, and transferred library materials
* Answered phones, registered library cards for new patrons, and processed payments
* Designed displays and signage for special events
* Assisted in the business office for nine months in 2011 running financial reports, receiving and counting monies from
all twelve library branches, readying deposits, and filling supply requests for all staff members
Knology, Huntsville, AL.
Field Support CSR, Feb. 2006 - Oct. 2009
* Organized and printed the daily work orders for the technicians
* Performed all of the same tasks I did in my dispatching position (below)
* Generated, printed, and analyzed multiple reports for management
* Handled escalated calls from staff and irate customers and implemented whatever action needed to resolve the issue
Amedisys Home Health, Huntsville, AL.
Business Office Specialist, Aug. 2005 - Feb. 2006
* Compiled, maintained, and organized medical record charts for hundreds of home-bound patients
* Maintained and transmitted messages and records with doctors and assisted living facilities
* Examined staff notes and other materials for completeness and accuracy
* Answered staff inquiries and advised personnel on numerous clerical issues
* Routed calls and distributed all incoming confidential correspondence to staff
* Composed and distributed memos and reports to staff
* Ordered and expedited office and maintenance supplies for entire staff

2. Jessica JenétPatterson
13913 SandhurstDr. SW, Huntsville, AL 35803
Cell (256) 655-4648,Jessie.Patterson82@gmail.com
* Worked independently while effectively multi-tasking and meeting deadlines
Knology, Huntsville, AL.
Dispatcher, Jan. 2004 - Aug. 2005
* Relayed job details and messages to/from techs and supervisors by phone/two-way radio
* Was liaison for customers and staff about questions, problems, and service requests
* Provisioned equipment and did troubleshooting with technicians and customers
* Performed data entry and quality assurancetasks
* Organized routes and assigned workers to the appropriate locations
* Assisted management in training new employees
* Notified IT of problems with operating systems; Suggested ways to improve processes
Knology, Huntsville, AL.
Customer Service Representative, Jan. 2003 - Jan. 2004
* Made billing and rate code corrections and issued credits on accounts
* Scheduled install and service appointments and sold upgrades of services to customers
* Executed dispute mediation, negotiation, and resolution tasks
* Performed reception duties, data entry, and quality assurancetasks
* Handled stock/inventory of front office equipment
* Routed all incoming calls to proper staff members
* Made follow-up calls to customers to insure satisfaction with their services
* Assisted management in training new employees
Motion Arts Incorporated, Huntsville, AL.
Assistant Manager, Sep. 2000 - Aug. 2003
* Operated the carousel and made sure children remained safe while riding
* Helped with making out schedules, interviewing, hiring, and training new employees
* Accurately handled large amounts of cash and made deposits
West Corporation (call center), Huntsville, AL.
Customer Service Representative, Mar. 2001 - Aug. 2001
* Answered incoming calls from DirecTV customers
* Listened to and resolved complaints
* Performed troubleshooting to resolve technical issues
* Suggested upgrades of service when applicable
* Explained charges and billing to customers
Madison Square Customer Service, Huntsville, AL.
Customer Service Representative, Aug. 1998 - Sep. 2000
* Answered phones and performed various other reception duties
* Sold gift certificates and rented strollers and wheelchairs to customers
* Helped security locate suspicious persons, lost children, and parents
* Accurately handled large amounts of cash/checks and made deposits
* Listened to and resolved customer complaints
* Assisted management in training new employees
EDUCATION
John C. Calhoun Community College, Decatur, AL.
Associate’s Degree in General Studies/English Major, May 2013
GPA: 2.8; Member of Phi Theta Kappa
Lee High School, Huntsville, AL.
Diploma, General, Jan. 1999
GPA: 3.2; Spanish Honor Society, Spanish Club, Anchor Club, and Literary Magazine