Jacque Ressler

▪ Communicate with business owners about needs and functions of their business

▪ Worked with customers in all parts of the world and performed onboarding in both English and Spanish depending on customer’s needs

▪ Assist business owners to configure and optimize their Peek Pro account

▪ Train owners, managers, employees, and any additional account users through zoom screenshare to use Peek Pro software

▪ Install buttons/widgets on customer’s websites

▪ Manage assigned accounts with quality, responsiveness and urgency to resolve customer requests

▪ Provide positive customer experience when answering user requests/questions through email, phone, recorded screenshare, and Scribe-created guides

▪ Work in conjunction with project manager and customer success manager to provide a seamless experience for customer

▪ Work with customers for 2 weeks post-install, during which time providing continual change management support, and training customers to become as independent as possible before transitioning their point of contact to their customer success manager

▪ After starting in March 2021, was promoted to Mid Market (larger account) Onboarding December 2021, and in January 2023 was promoted to Senior Mid Market Onboarding.

▪ As a Senior member of the team, I continued general onboarding while also providing feedback to management and the product team on improving internal processes and our product and supporting other members of the onboarding team with product/process questions.

▪ Guided candidates through a training platform (reading and grading written answers)

▪ Incorporated new members into systems and processes (assigned company emails, zoom accounts, organized schedules, paypal, etc.)

▪ Mentored new teachers in the initial stages, watch sessions with learners and gave feedback

▪ Passed or failed candidates based on their completion and the quality of their training and sessions

▪ Developed a more efficient onboarding system for new candidates
▪ Vetted resumes of potential English teachers to add to the team (in 2020 alone viewed 3,000 applications and hired 72 new teachers)

▪ Developed criteria for resumes and demo videos in order to pass to interview

▪ Interviewed potential candidates, invited to the company based upon their knowledge of English teaching, attitude, and commitment to the VivaLing team

▪ Taught 1-on-1 English classes to children from France - classes consisted of phonetics, grammar correction, speech practice, listening practice, higher level reading for older students

▪ Designed lesson plans and curriculum for each class using direct and indirect instruction

▪ Fostered constant communication with students and parents in order to receive feedback and adjust based on their preferences and needs