Summary
Overview
Work History
Education
Skills
Accomplishments
Personal Information
Timeline
Generic

Jess Trail

Marion

Summary

Professional with a proven track record at Sika Corporation and Verizon, excelling in quality assurance and systemic problem resolution. Adept at reducing customer complaints and enhancing product quality, whether tangible (Sika) or Intangible (Verizon).

Overview

33
33
years of professional experience

Work History

Day Trader

Self Employed
04.2024 - Current

Sr Lab Technician

Sika Corporation
08.2006 - 04.2024
  • Tested for live production in Mortars, assessing and adjusting to specifications and analyzing product issues, whether raw material issues or mechanical/delivery issues.
  • Created document breaking down depth of active raw materials, how they work and relate with each other, as well as bulk materials.
  • Trained new techs on all procedures with early emphasis on testing and problem resolution.
  • Interfaced with production to keep effective communication intact.
  • Created official procedures relative to Production relative to quality-impacting practices, including strict rework of non-conforming product.
  • Reduced both customer complaints and non-conforming product.
  • 06-09 also worked in Resins and Epoxy labs

Swing Trader

Self Employed
01.2004 - 02.2006

Customer Service Supervisor

Verizon
03.1992 - 12.2003
  • Coached employees through day-to-day work and complex problems.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Identified customer service trends to provide recommendations for process and procedural improvements.
  • Wrote Quality newsletter and articles for Contact Magazine for illustration of intricacies of superior customer service.
  • As Quality Supervisor, targeted bottom 80 reps of 800. Scores increased in focus group 10%, center number among excellent survey scores increased 67 to 71%

Education

Associate of Science - Computer Information Systems

Ambassador College

Skills

  • Good communicator, oral and written
  • Good understanding of both intuitive and counter-intuitive resolutions
  • Published author - short story, America's Best short fiction, 1999
  • Published author - Scar Tissue column, Doghouse Boxing, 2005-2009
  • Current writer, with 20,000 followers on social media

Accomplishments

  • At Verizon, supervised 49 associates on first assignment.
  • At Verizon, took over vacant supervisor position, taking the team from near bottom in quality to 2nd in a year.
  • At Verizon, was offered and accepted new center level Quality Supervisor position based on elite quality results.
  • At Verizon, brought quality numbers to never-attained levels through a program I called Excellence Express.
  • Wrote extensively for Verizon, Quality Corner monthly newsletter, Escalation Express for the leads, and several articles for Contact Magazine.
  • At Sika Corporation, developed a set of practices and official procedures designed to interface with production and maintain comprehensive control of the quality process.
  • Created extensive written frameworks at Sika, designed to enable new techs to effectively master product resolution unique to each product.
  • Won prestigious national GEM award at Sika Corporation 2019.
  • As Chairman of the safety program's Ergonomics Subcommittee, we won Subcommittee of the Year in 2017
  • Invited to serve on safety program's Steering Committee 2021-2023

Personal Information

Title: Sr Lab Technician/Customer Service Supervisor

Timeline

Day Trader

Self Employed
04.2024 - Current

Sr Lab Technician

Sika Corporation
08.2006 - 04.2024

Swing Trader

Self Employed
01.2004 - 02.2006

Customer Service Supervisor

Verizon
03.1992 - 12.2003

Associate of Science - Computer Information Systems

Ambassador College

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