Jessica Whalen has 8 years of experience in customer service roles including as an Administrative Assistant at Patrick Henry Community College. She has strong computer, communication, and problem solving skills. Her resume details work history as a Customer Service Representative for several telecommunications companies where she assisted customers with billing questions and troubleshooting issues. She has an Associate's degree in Business Technology and certifications in Internet and Computer Core skills and Career Readiness.

1. JESSICA WHALEN
4174 Mountain Valley Road, Axton, VA 24054
Phone: (276) 833-2379  Cell: (276) 224-5296  e-mail: jessicawhalen15@gmail.com
QUALIFICATION SUMMARY:
 Eight years of experience in customer service,includingcustomer relations,cash handling,and pointof saleoperations .
 Take initiativein managingclient relationshipsand developingeffective working relationships with clients.
 Significantexperienceoperatingcomputers and telephones used to better assistcustomers.
 Demonstrate the ability to handlehigh stress environments and deadlines when dealingon the customer’s behalf.
 Experienced in retail,inbound retention, and sales techniques.
 Trained in effective problem solvingand critical thinking, casemanagement, and leadership.
 Possess exceptional written and oral communication skills.
 Proficientin MicrosoftWord,Excel, PowerPoint, and Outlook.
 Type 55 – 60 words per minute.
EXPERIENCE
Administrative Assistant  08/2015 – Present
Patrick Henry Community College  Martinsville, VA
 Co-Supervise student class progress/performanceand maintain attendancerecords.
 Prepare lesson materials, required equipment, and tools
 Maintain computers in classrooms and laboratories,and assiststudents with hardwareand software use
 Requisition and stock teaching materials and supplies
 Type, file, and duplicate materials
 Attend advisory committee meetings and record minutes
 Participate in college promotions and student education events
 Answer phones, take memos, maintain files, send/receive correspondence, and greet students, faculty, and staff
 Acting unofficial Bass Team secretary, taking minutes, sending/receiving correspondence, and help coordinate events
Receptionist  01/2015 – 3/10/2016 – Seasonal Employment
Hill Tax Service  Stuart, VA
 Communicate effectively with each walk-in and call-in client
 Answer phones, take memos, maintain files,send/receivecorrespondence
 Prepare each client’s filefor review with on duty tax preparer and managed all cash payments
 Maintain reception area,lounge, and back room areas for pleasantness
 Superviselobby and greet customers. Directthem to on duty tax preparer
Customer Service Representative  11/2011 – 8/2012
The Results Companies  Stuart, VA
 Utilized individual techniqueas well as company policy in retainingcurrentcustomers
 Cross-sold additional products and services to increaserevenue
 Applied refunds to customers accordingto company guidelines and supervisor approval
 Maintained position in top 5% of call center for retention and sales with TransAmerica company contract
Customer Service Representative  10/2010 – 10/2011
TELvista Incorporated  Danville, VA
 Explained billingto customers callingwith questions and/or concerns
 Calculated and applied credits when needed with supervisor approval accordingto clientguidelines
 Assisted customer’s with troubleshootingmobiledevices and mobiledevice accessories
 Processed saleorders for customers’ mobile devices and accessories viaMetroPCS specific websites
Customer Service Representative  8/2009 – 7/2010
StarTek Incorporated  Collinsville, VA
 Performed guided troubleshooting for customers’ mobile devices and mobile device accessories
 Clarified customers' billing questions
 Processed sale orders for customers’ mobile devices and accessories
 Adjusted customers’ bills in theform of credits based on clientguidelines and company policies

2. JESSICA WHALEN
4174 Mountain Valley Road, Axton, VA 24054
Phone: (276) 833-2379  Cell: (276) 224-5296  e-mail: jessicawhalen15@gmail.com
CERTIFICATIONS:
Internet and Computer Core Certification (IC3)  10/2013
Gold National Career Readiness Certification (NCRC)  10/2013
EDUCATION:
PatrickHenry Community College  Graduation Date: 05/14/2016
Associate in Applied Science in Business Technology Degree: Administrative Support Technology
GPA: 3.782
PatrickHenry Community College  9/2013-11/2013
H.O.P.E. Job Readiness Training Program: Concentration in Customer Relations
Bassett High School
Advanced Studies Diploma
GPA: 3.24
VOLUNTEER WORK:
Intern and Volunteer/ Administrative Assistant  10/2013 – 1/2014
Citizens Against Family Violence  Martinsville, VA
 Created and edited correspondence letter for executive director to be sent to future partner
 Assisted in event planningand acquiringdonations using faceto face consultationsand used gathered data to prepare a
spreadsheet
 Scouted and builtrelationships asnew donors with surroundingcommunity organizations
 Addressed questions from house guests and donors and aided with the needs and requests of house guests and staff
 Organized and made copies of intake forms
 Created, edited, and published flyers usingMicrosoftWord