Jessica Calhoun
Wichita,KS
Summary
Experienced call center professional with a proven track record of leading teams of up to 30 employees in fast-paced call center environments. Seeking a dynamic role with long-term potential to apply knowledge and abilities. Well-versed in diverse performance methods to optimize resources, business processes, and budget allocations. Adaptable and agile, capable of making quick decisions. Over 10 years of experience in the service industry, working across various management levels, demographics, and customer experience centers (CECs). Successfully managed and executed new hires and leadership teams across multiple service departments. Building strong relationships within departments and fostering cross-functional collaboration. Proficient in managing schedules, administrative functions, and employee training. Disciplined and organized leader with a strong background in call center operations, focused on delivering exceptional customer relations and driving team success.
Overview
10
10
years of professional experience
Work History
Cruise Sales and Support Supervisor
Azamara
08.2023 - Current
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions
- Monitored employee productivity levels regularly to identify areas of improvement
- Monitored employee productivity to provide constructive feedback and coaching
- Identified and corrected performance and personnel issues to reduce impact to business operations
- Analyzed key performance indicators to identify effective strategies
- Conducted weekly meetings with individual team members to discuss upcoming tasks and project deadlines
Residential Cable Technician
Cox Communications
01.2023 - 07.2023
- Troubleshot and diagnosed systems using speed, ping and related tests
- Diagnosed errors and technical problems and determined solutions to produce timely service reports
- Scanned customers' cable systems electronically to pinpoint potential problems
- Trained customers on equipment use, setup procedures and troubleshooting strategies
- Tested repaired, newly installed or updated equipment to drive proper function and conformance to specifications
Training Specialist
MCI
08.2022 - 01.2023
- Cross-trained employees to do other jobs within business, increasing job skills and productivity.
- Tracked attendees, participation and understanding of course material.
- Trained employees on new software with minimum level of frustration and training friction.
- Implemented variety of skills to equip and enable employees to bring their best to work every day.
- Conducted training needs assessments to identify individuals' current level of skill compared to required competency for position.
- Evaluated client processes, employee performance and training progress to determine additional training needs.
- Identified and communicated to management regarding areas needing additional training.
- Supported onboarding of new employees by hosting orientation sessions.
- Identified areas for improvement in training programs and collaborated with training team to implement changes.
- Organized handbook and course documentation for participants.
Executive Frontline Support Specialist
Quicken Loans
07.2020 - 05.2022
- Responded to loan officer and loan processor inquiries via email and telephone, providing updated and accurate information.
- Submitted applications to credit analysts.
- Approved loans that met specifications.
- Originated loans and assisted senior-level credit officers with complex loan applications.
- Reviewed loan agreements to verify completeness and accuracy according to applicable policies.
- Listened carefully to loan officers complaints and swiftly resolved issues by taking appropriate action.
- Identified valuable solutions for customers with credit problems.
- Analyzed applicant financial and credit status, evaluating assets and risk to determine loan feasibility.
Support Supervisor
ChargePoint
12.2019 - 04.2020
- Review performance scorecards for CSR's to gauge effectiveness of customer service outputs
- Ensure associates are providing guidance and support to their customers
- Drive best possible results while focusing on Metric Objectives
- Monitor performance using reporting and analysis tools
- Deliver weekly/monthly/quarterly/yearly performance reviews
- First point of contact for handling complex and escalated internal/external customer complaints and/or issues
- To develop and deploy motivational/incentive schemes
- Communicates process enhancements and new program elements to CSR's
- Conduct leadership level reviews to address performance trends and identify potential systemic anomalies impacting call volumes or customer experience
Operations Manager
24/7 Intouch
05.2019 - 12.2019
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
- Planned daily operational strategies, including delivery routing, team workflows and promotional initiatives.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Developed initiatives for process improvement and reviewed and assessed ongoing operations.
- Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.
- To participate in client conference calls, client meetings etc
- Regarding all operational aspects of designated client program
Sales Service Supervisor
Starwood Hotels & Resorts Worldwide, Inc
08.2015 - 05.2019
- Effectively managed and maintained active Associate Success Plans for all team members
- Development of associate to become the next leadership members
- Hired for leadership team members
- Coordinated and assisted center projects and events
- Built a strong sense of team and community
- Worked with coaching teams across NAD for best practices
- Assisted in growing key performance indicators while integrating company values in business operations.
- Directed and supervised staff performance.
- Identified appropriate solutions to minimize issues and quickly solve problems.
- Mentored newly hired staff in upselling techniques to improve sales.
Training Development Supervisor
Marriott International
04.2016 - 07.2018
- Provided direct and indirect leadership to leaders and all hourly associates
- Presented training information via role playing, simulations and team exercises.
- Ensured associates and leaders are providing guidance and support to their guests/associates
- Ensured associates performance are monitored daily and review these statistics with Marriott
- Drove the best possible results while focusing on Key Performance Index
- Monitored performance using reporting and analysis tools
- Delivered quarterly/yearly performance reviews
- Managed Contact center projects, events, celebrations, leadership meetings
- Implemented changes in contact center as required to meet company performance expectation
- Managed compliance for Marriott Performance Standards
Education
Associate of Applied Science - Medical Office Assistance
Vatterott College
12.2005
Skills
- Operating Procedures
- Performance Assessments
- Microsoft Office
- Organizational Development
- Hiring and Onboarding
- Teamwork and Collaboration
- Training and Development
- Senior Leadership Support
- Task delegation
- Team management
- Technical support understanding
Education
other
Timeline
Cruise Sales and Support Supervisor
Azamara
08.2023 - Current
Residential Cable Technician
Cox Communications
01.2023 - 07.2023
Training Specialist
MCI
08.2022 - 01.2023
Executive Frontline Support Specialist
Quicken Loans
07.2020 - 05.2022
Support Supervisor
ChargePoint
12.2019 - 04.2020
Operations Manager
24/7 Intouch
05.2019 - 12.2019
Training Development Supervisor
Marriott International
04.2016 - 07.2018
Sales Service Supervisor
Starwood Hotels & Resorts Worldwide, Inc
08.2015 - 05.2019
Associate of Applied Science - Medical Office Assistance
Vatterott College
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