Jessica Bourgeois
Fall River,MA
Summary
Results-driven Service Delivery Manager with expertise in enhancing customer satisfaction and operational efficiency. Skilled in effective communication, problem-solving, and team collaboration. Strong in customer engagement and continuous improvement, committed to optimizing performance outcomes and enhancing overall service quality.
Overview
3
3
years of professional experience
Work History
Service Delivery Manager
Pearce Services, LLC
Remote
02.2025 - Current
- Coordinated service delivery efforts to enhance customer satisfaction and operational efficiency.
- Assisted in managing client relationships, ensuring timely resolution of service issues.
- Supported implementation of new processes to streamline operations and improve service quality.
- Monitored service metrics to identify areas for improvement and optimize performance outcomes.
- Collaborated with cross-functional teams to align service delivery with organizational goals.
- Developed training materials to onboard new team members effectively and enhance skill sets.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Improved service quality, addressing client concerns promptly and professionally.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Coordinated new hire recruitment, training and development.
Operations Support Assistant
Pearce Services, LLC
Remote
06.2023 - 02.2025
- Coordinated daily operations to enhance workflow efficiency and support team objectives.
- Supported data entry and record-keeping efforts, maintaining accuracy in documentation.
- Streamlined communication processes between departments to improve operational effectiveness.
- Implemented organizational tools to optimize task management and prioritize workload.
- Collaborated with team members to troubleshoot issues and develop effective solutions.
- Performed administrative duties and prepared operational procedures to assist operations support manager.
- Participated in operations team meetings to coordinate and assign project management tasks.
- Created and maintained well-organized electronic and hard copy files to support business processes.
- Collaborated with operations team to provide excellent customer service and foster positive work environment.
- Supported team members in their tasks, providing guidance and resources as needed to achieve shared objectives.
- Played a pivotal role in maintaining high-quality standards across all aspects of operation support activities including reporting accuracy, process adherence, document control, quote submittals, and customer updates.
- Performed wide-ranging administrative, financial and service-related functions.
Skills
- Customer satisfaction & engagement
- Mentoring and training
- Workload management
- New client onboarding
- Teamwork and collaboration
- Reliability
- Effective listening and communication
- Excellent communication
- Team leadership
- Adaptability and flexibility
- Multitasking & Problem-solving Abilities
- Continuous improvement
Timeline
Service Delivery Manager
Pearce Services, LLC
02.2025 - Current
Operations Support Assistant
Pearce Services, LLC
06.2023 - 02.2025