Work Preference
Summary
Overview
Work History
Education
Skills
Timeline
Generic
Open To Work

Jessica Farnsley

New Albany

Work Preference

Job Search Status

Open to work
Desired start date: Open to discussion

Desired Job Title

Customer Service AdvocateAccount ManagerPricing CoordinatorCustomer Service ManagerCustomer Support Specialist

Work Type

Full TimePart Time

Location Preference

On-SiteRemoteHybrid
Location: New Albany, INLouisville, KYClarksville, INJeffersonville, IN
Open to relocation: No

Salary Range

75000/yr - 200000/yr

Important To Me

Team Building / Company Retreats4-day work week

Summary

Talented customer service professional skilled at managing incoming and escalated customer calls, emails and texts with knowledgeable, friendly service. Highly experienced with processes with talent for identifying and addressing trends in caller issues. Good interpersonal, communication and problem-solving abilities.

Overview

26
26
years of professional experience

Work History

Customer Service Advocate

Samtec
New Albany
07.2004 - 04.2026
  • Assisted customers with product inquiries and order management.
  • Provided technical support for product usage and troubleshooting.
  • Maintained customer records in company database systems accurately.
  • Coordinated with other departments to address customer needs promptly.
  • Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
  • Upheld privacy and security requirements for customer information.
  • Complied with company policies while assisting customers.
  • Resolved complex customer issues from escalated calls, enhancing customer satisfaction.
  • Provided accurate, valid, and complete information to customers in a timely manner.
  • Mentored new employees on procedures and policies to maximize team performance.
  • Documented customer correspondence in CRM to track requests, problems, and solutions.
  • Followed up on customer inquiries not immediately resolved.
  • Developed relationships with customers through friendly conversations.
  • Encouraged customers to become self-sufficient with web-based and mobile support tools.
  • Assisted management with the development of new strategies for improved customer satisfaction.
  • Worked closely with other departments to ensure quality customer service delivery.
  • Resolved customer complaints through effective communication and problem-solving.
  • Utilized problem solving skills to resolve customer issues quickly and efficiently.
  • Completed continuing education and training programs for professional development.
  • Exceeded company productivity standards on consistent basis.
  • Cultivated strong customer relationships, fostering repeat business.
  • Proposed product, service, and billing improvements to management, helping prevent future issues.
  • Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
  • Led on- and off-site customer support teams across multiple time zones.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Prevented key account losses by researching discrepancies and correcting problems.
  • Determined accurate prices for customer services, consistently searching for deals and best prices.

Military Police Officer

United States Marine Corps
Camp Lejeune
07.2000 - 07.2004
  • Supervised military police operations, coordinating patrols and traffic control to ensure compliance with regulations.
  • Patrolled assigned areas to ensure safety and security of personnel and property.
  • Conducted incident investigations, producing detailed reports to inform command decision-making.
  • Enforced military regulations to uphold discipline among service members.
  • Monitored access control points, preventing unauthorized entry into secure areas.
  • Trained junior personnel on standard operating procedures and security protocols, enhancing team readiness.
  • Maintained weapons qualifications through regular firearms training exercises.
  • Responded to emergencies, including natural disasters and civil disturbances.

Education

High School Diploma -

New Albany High School
New Albany, IN
05-1999

Some College (No Degree) - General Studies

Indiana University, Southeast
New Albany, IN

Skills

  • Customer relationship management
  • Account management
  • Customer retention strategies
  • Order processing
  • Technical support
  • Live chat support
  • Multi-line phone handling
  • CRM documentation
  • Problem-solving
  • System implementation
  • Business development
  • Team leadership
  • Mentorship and training
  • Time management
  • Assertiveness
  • Conflict resolution
  • Communication skills
  • Typing proficiency

Timeline

Customer Service Advocate

Samtec
07.2004 - 04.2026

Military Police Officer

United States Marine Corps
07.2000 - 07.2004

High School Diploma -

New Albany High School

Some College (No Degree) - General Studies

Indiana University, Southeast

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Jessica Farnsley