Jessica Daley

• 25+ years of customer service and 23+ years in a leadership role
• Have been in a temporary Manager position
• Excellent time management and prioritizing skills, able to interact on all levels employees or clients
• Proficient in MS Office products such as WORD and Excel, and applications that are required to perform current job duties.

• Manage a team to uphold the quality and performance as required by our client
• Follow up with agents to ensure action plans are effective
• Drive performance and continue to keep agent moral positive
• Assist and advise supervisors in areas they are struggling in such as time
management, challenging agents, scheduling conflicts, etc…
• Audit agent KPI (Key Point Indicators) to ensure proper processes are being followed
• Deliver performance evaluations for agents on a bi-anual basis
• Scheduled 1:1’s with all agents to go over stats, trends, well being and performance
• Train staff on upcoming changes, new products, and enhancements
• Facilitate weekly team meetings with a solid agenda, round table topics, and connection
• Monitor agents calls and provide feedback on the customers experience

Experienced Supervisor leads team members to complete jobs on-time. Assigns tasks, trains employees, and implements company procedures. Excellent communication and listening skills. Provides leadership and vision, driving teams to meet goals. Developed leadership and team management skills in fast-paced environment, consistently ensuring efficient operations and team cohesion. Adept at problem-solving, conflict resolution, and performance improvement, with focus on achieving organizational goals. Looking to transition into new field while leveraging transferable skills to contribute effectively.