Jess Xapp

Customer Care professional with hands-on call center experience resolving high-volume inbound calls with empathy, accuracy, and ownership. Skilled in active listening, de-escalation, CRM documentation, and multitasking across systems without losing focus on the person on the line. Proven reliability and accountability across remote support, property coordination, and small-business ownership — with a dedicated home workspace ready for day one.

Seasonal Remote Customer Service Representative at Ameren (via US Tech Solutions) (2025-11 – 2026-02)

• Answered high-volume inbound calls on billing, payment arrangements, outages, and service transfers in a fast-paced remote call center.
• Logged every interaction accurately in a Salesforce-style CRM platform, meeting compliance and quality standards.
• Turned frustrated callers into satisfied ones through empathy, active listening, and solution-focused de-escalation.
• Worked across multiple systems and applications at once while staying fully present on the call.
• Owned resolution rather than transferring calls — researched issues and explained policy clearly the first time.
• Partnered with internal teams via Microsoft Teams and Outlook to close out customer concerns quickly.

Remote Administrative & Property Support Assistant at Glassey & Glassey Appraisal (2020-10 – 2022-03)

• Acted as primary point of contact for tenant and client communication, resolving inquiries and coordinating appointments by phone and email.
• Maintained detailed, accurate digital records and documentation logs across multiple properties and systems.
• Balanced changing priorities and competing deadlines while supporting multiple stakeholders at once.
• Assisted with applicant screening and sensitive documentation, requiring discretion, accuracy, and follow-through.

Owner & Operator at Clean Scenes Housekeeping (2019-03 – Present)

• Built and retained long-term client relationships through reliable, high-quality service and consistent follow-up communication.
• Independently managed scheduling, invoicing, and day-to-day operations, demonstrating strong ownership and accountability.
• Maintained professionalism and trust while handling confidential access to client homes and businesses.

Office Assistant & Professional Housekeeper at Penny's Professional Housekeeping (2022-09 – 2024-10)

• Coordinated scheduling and customer communication across multiple job sites, supporting both office and field operations.
• Trained incoming staff and helped maintain consistent service quality and operational efficiency.

Associate of Arts in Sociology / Social Work Emphasis – Illinois Central College