Jessica Brown
Cascade,MD
Summary
Customer-focused professional with experience coordinating schedules, managing training programs, and delivering exceptional service in fast-paced environments. Skilled in scheduling, cross-functional collaboration, process improvement, and building positive relationships while ensuring efficient operations and high-quality customer experiences.
Overview
35
35
years of professional experience
Work History
Senior Supervisor
Fiserv
Hagerstown, Maryland
06.2018 - 07.2026
- Led daily team operations, ensuring compliance with company policies and exceptional customer service delivery.
- Coordinated workflow and assigned tasks, implementing process improvements to enhance team efficiency.
- Coached team members through performance monitoring, constructive feedback, and ongoing support initiatives.
- Facilitated regular team meetings to assess performance and address operational issues in a timely manner.
- Fostered positive work environment while supporting strategic initiatives to improve service quality.
Senior Trainer
Fiserv
Hagerstown, Maryland
06.2008 - 06.2018
- Collaborated with subject matter experts and stakeholders to design training programs that enhanced employee performance and aligned with organizational goals.
- Assessed training needs through surveys, interviews, and performance data to identify skill gaps.
- Evaluated training effectiveness through feedback and post-training analysis, enhancing curriculum continuously.
- Coordinated training logistics, optimizing scheduling and resource allocation to increase participant engagement.
- Cultivated partnerships across teams, mentoring trainers and tailoring content to meet the needs of diverse audiences.
Lead Associate
Fiserv
Hagerstown, Maryland
06.2005 - 06.2008
- Oversaw employee utilization and productivity, proactively resolving issues and minimizing delays.
- Supported leadership in strategic planning and decision-making to inform future initiatives.
- Analyzed workflows to pinpoint opportunities for efficiency enhancements.
- Documented procedures and best practices to enhance team accessibility and streamline reference.
Dispute Analyst
Fiserv
Hagerstown, Maryland
11.1995 - 06.2005
- Conducted investigations into credit card chargebacks, confirming resolution accuracy and compliance with company policies.
- Ensured compliance with relevant laws, regulations, policies, and procedures during dispute resolution.
- Managed case files and tracked dispute resolutions, ensuring accurate and timely resolution via internal systems.
- Researched account information to validate disputes, facilitating informed decision-making in dispute resolution.
- Participated in training sessions on new products and services offered by company.
Senior Customer Service Representative
Montgomery Wards Department Store
Hagerstown , MD
06.1991 - 11.1995
- Resolved customer complaints to achieve high satisfaction levels.
- Managed customer conflicts by calmly accessing internal knowledgebases to develop effective solutions.
- Provided product knowledge that improved customer shopping experience.
- Managed cash register transactions accurately during peak shopping hours.
- Collaborated with team members to maintain organized sales floor displays.
Education
High School Diploma -
South Hagerstown High School
Hagerstown, MD06-1992
Skills
- Process improvement
- Team coordination
- Compliance assurance
- Customer service
- Effective communication
- Microsoft Office proficiency
- Data analysis
- Document management
Timeline
Senior Supervisor
Fiserv
06.2018 - 07.2026
Senior Trainer
Fiserv
06.2008 - 06.2018
Lead Associate
Fiserv
06.2005 - 06.2008
Dispute Analyst
Fiserv
11.1995 - 06.2005
Senior Customer Service Representative
Montgomery Wards Department Store
06.1991 - 11.1995
High School Diploma -
South Hagerstown High School