Jocelyn Hornback

Counseled customer calls, placed orders, and de-escalated calls, texts, and emails. On average, 120 interactions a day. Some days 140.

Customer Service Representative at Snap-on Tools (2021-01 – Present)

Counseled customer calls, placed orders, and de-escalated calls, texts, and emails. On average, 120 interactions a day. Some days 140.

• Collaborated on projects for other agents, supervisors, and management.
• Surpassed in sales every month. Always in the top 20.
• Consistently meeting metrics.
• Mentored new agents.

Office Clerk at Snap-on Tools (2019-12 – 2021-01)

• Data entry.
• Entered 300-400 tools in the system per day.
• Verified entries are current and correct.
• Converted physical files into digital files.
• 60% increase in data entry speed. Improving the overall data entry experience.

Bachelor of Science in Supply Chain and Operations Management – Western Governors University (2026)

Associates in Science – McHenry County College (2024-12)