Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
OperationsManager

Jessica Ison

Dandridge,Tennessee

Summary

Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior. Organized and efficient Supervisor for client, Intuit, supporting corporate level officers and senior management personnel with demonstrated expertise in financial and operational leadership. Adroit professional exemplifies multidisciplinary managerial skill in process, procedure and policy improvement initiatives. Accomplished in workflow optimization techniques implementation which increase productivity, reduce labor and maintain business integrity and quality of service.

Overview

21
21
years of professional experience

Work History

Call Center Supervisor

Sykes Call Center
Morristown, TN
10.2017 - Current
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Developed quality employees within call center to take over leadership positions.
  • Established and oversaw performance targets for call center associates.
  • Trained team members on performance metrics and consumer behavior identification.
  • Prepared reports to assist business leaders with key decision making and strategic operational planning.
  • Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
  • Collaborated with training team to boost product support and certification training initiatives.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.

Medical Office Manager

Morristown Spine Solutions
Morristown, TN
03.2011 - 10.2017
  • Oversaw accounting, budgeting, and financial reporting.
  • Assessed processes and procedures, complying with OSHA and HIPAA regulations.
  • Leveraged patient feedback and performed continuous process improvements to streamline day-to-day business operations and patient satisfaction.
  • Recruited, hired and educated staff on state and federal statutes on sleep service and independent diagnostic testing facility(IDTF) guidelines.
  • Oversaw day-to-day business and clinical activities by establishing goals, objectives, standards of performance and policies and procedures when managing multi hundred thousand annual budget.
  • Developed and maintained electronic record management systems to analyze and process data.

Retail District Manager

Rue 21 Store
Morristown, TN
03.2000 - 05.2010
  • Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets.
  • Controlled store inventory and reviewed cash handling and operations reports.
  • Helped customers manage large purchases by collecting items from shelves and storage locations.
  • Recruited and retained top talent, with focus on completing timely performance evaluations, providing positive feedback and rewarding superior performance.
  • Developed growth strategies for network of [Number] stores.
  • Submitted reports to senior management to aid in business decision-making and planning.
  • Managed controllable P&L line items to improve margins.
  • Coached employees and trained on methods for handling various aspects of sales, complicated issues and difficult customers.
  • Assessed sales reports to identify and enhance sales performance, support inventory oversight and capitalize on emerging trends.
  • Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
  • Recruited, hired and trained hundreds of associates to develop productive team with excellent product knowledge.

Education

No Degree - Business Administration And Management

Walter State College
Morristown

Skills

  • Shipping and Receiving Oversight
  • Advertising Campaigns
  • Verbal and Written Communication
  • Customer Complaint Resolution
  • Time Management
  • Sales Records Management
  • Salesforce Software
  • Sales Statistics Analysis
  • Relationship Building

Accomplishments

  • Efficiently started PCAM line of business , Exceeded Performance metrics and Goals by 51%. Was directed top Team Lead in the Area for created appointments, and PCAM set up.
  • Top Team Lead for QBO live opportunities.
  • Efficiently was over an entire Transition Team QBO. Payroll , Intuit Payments, and QBO live opportunities, with under five percent attrition.
  • Collaborated with team of seventy in the development of Intuit QBO online / Payroll.
  • Achieved all metric goals by completing job performance with accuracy and efficiency.
  • Successfully have worked in all lines of business client has, with meeting and exceeding Company Set Goals


Timeline

Call Center Supervisor

Sykes Call Center
10.2017 - Current

Medical Office Manager

Morristown Spine Solutions
03.2011 - 10.2017

Retail District Manager

Rue 21 Store
03.2000 - 05.2010

No Degree - Business Administration And Management

Walter State College

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Jessica Ison