Summary
Overview
Work History
Skills
Timeline
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Jessica Bristow

Chula Vista,CA

Summary

I have been at GEICO for nearly 14 years and have experience in both customer service and sales. I thoroughly enjoy working with different personality types and finding new ways to motivate and push agents to being top performers. I will be able to use both my customer service and sales experience in this position and am excited for the challenge and reward of being a part of a new team.

Overview

12
12
years of professional experience

Work History

ODP

GEICO
07.2024 - Current
  • Shadowed my supervisor-mentor and learned the basics of supervision by coaching agents, auditing calls, and completing weekly framework
  • Learned the hiring process and both interviewed and hired billing agents
  • Trained billing agents in a classroom setting and prepared them for taking phone calls
  • Supervised billing team of 7 agents. Created coaching focuses after determining root cause, audited calls, was responsible for Workday, motivated the agents and prepared them to go to core service
  • Took over a core service team and made it a smooth transition. Led daily huddles, conducted weekly coaching sessions, reviewed data and reports daily, motivated team to drive performance
  • Self-motivated, with a strong sense of personal responsibility.
  • Proven ability to learn quickly and adapt to new situations.

Customer Service Representative

GEICO
01.2020 - 07.2024
  • Consistently a top performing agent hitting ACE for 2023 results, Chairman's Club Gold Tier for 2020 results
  • Documented, researched and resolved customer service issues
  • Collaborated with colleagues and co-workers to deliver quality customer experience
  • Collaborated across departments to resolve customer-related issues
  • Managed customer calls efficiently in fast-paced call center environment
  • Enhanced customer satisfaction with fast, knowledgeable service
  • Led team huddles and did floor coverage as needed

HPA Program

GEICO
09.2023 - 03.2024
  • Led team huddles
  • Sent out daily numbers to my team to help drive MOAT results and call efficiency
  • Overall HPA rating 3.85
  • Completed Root Cause Analysis Project with a 4.0 rating
  • Assisted with floor coverage

Sales Associate

GEICO
08.2013 - 02.2019
  • Consistently a top performing agent hitting Chairman's Club
  • Assisted customers with sales needs
  • Adapted to changing priorities and unexpected situations with calm demeanor

Skills

  • Escalation Management
  • Conflict Resolution
  • Team Development
  • Interpersonal Skills
  • Effective Communication
  • Calm Demeanor

Timeline

ODP

GEICO
07.2024 - Current

HPA Program

GEICO
09.2023 - 03.2024

Customer Service Representative

GEICO
01.2020 - 07.2024

Sales Associate

GEICO
08.2013 - 02.2019

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Jessica Bristow