Jessica Dark
Deerfield,MA
Summary
Versatile individual with hands-on experience in adaptive activities, as well as leadership and customer service in corporate and outdoor settings. Brings fresh perspective and strong commitment to quality and success.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Quality Assurance Specialist
SmartPak Equine
01.2018 - 10.2024
- Created and implemented a Quality Assurance Evaluation Program for customer service email and live chat interactions to ensure high quality communication that upheld SmartPak's legendary customer service.
- Completed up to 60 monthly evaluations on calls, emails, live chat and SMS to ensure exceptional customer service and consistency of brand image.
- Enhanced team collaboration, leading cross-functional meetings to discuss quality assurance findings and improvements.
- Promoted a culture of continuous improvement by leading quarterly training sessions for the Customer Care Team.
- Developed and led trainings for new hires on exceptional customer service, how to navigate customer accounts, and customer service platforms and processes.
- Completed mock calls with new hires as part of their training.
- Completed phone screenings with applicants.
Customer Service Team Leader
SmartPak Equine
08.2014 - 12.2017
- Managed a team of 10 customer service representatives providing guidance and support as they navigated daily tasks and career paths.
- Created and fostered a positive and supportive environment among the team through holding bi-weekly one on one meetings, monthly team meetings, and quarterly trainings.
- Collaborated with other departments within the company to create a system for open communication to enhance the service our team is able to provide for our customers.
Product Specialist
SmartPak Equine
09.2011 - 07.2014
- Provided SmartPak customers with the high level of customer service they have come to expect through email, chat and answering phone calls.
- Monitored and interacted with customers via social media avenues such as Facebook and Instagram incorporating SmartPak's 'Seriously Playful' brand image.
- Utilized consultative sales skills and personal experience in the horse world to increase SmartPak sales while exceeding customer's needs.
- Recipient of two SMARTER Awards- Maniacal Customer Focus (2012); Risk Taking (2013).
Equine Manager/Riding Instructor
Pony Farm and Horse Power
01.2007 - 08.2011
- Director of and Instructor for Pony Farm able bodied horseback riding lessons for all ages.
- Horse Power instructor of therapeutic riding lessons and horsemanship classes for riders with different physical and mental abilities such as social-emotional disorders, learning disabilities, traumatic brain injuries, and autism.
- Teacher for Professional Association of Therapeutic Horsemanship (PATH International) Instructor Training School on such topics as: horse care/stable management, horsemanship, riding, and mental health diagnoses.
- Responsible for the care of up to 60 horses: managed barn staff, collaborated with veterinarians, equine nutritionists, trainers, equine chiropractors and other equine professionals to support our horses with appropriate care to be in the best shape physically and mentally for our riders.
Social Work Intern
Emerson Hospital
01.2004 - 01.2005
- Provided supportive counseling and case management services for adult patients on a short term, inpatient psychiatric unit.
- Conducted psycho-social assessments and communicated with family members to inform development of productive treatment plans.
- Collaborated with multidisciplinary team members to develop and implement treatment plans.
Social Work Intern
North River School
01.2003 - 01.2004
- Provided individual and group therapy to adolescents with emotional and behavioral issues in an alternative high school setting.
- Collaborated with counselors and teachers to develop objectives and goals for students.
- Participated in meetings with students, family members, and Special Education liaisons to inform Individualized Education Plans.
Wrangler
C Lazy U Guest Ranch
05.2002 - 08.2003
- Enhanced guest experience through leading engaging trail rides, incorporating local history and wildlife information.
- Adhered to safety procedures during trail rides and interactions to provide safe and enjoyable ranch stays for guests.
- Assisted in training programs to meet individual horse needs, promoting optimal performance levels.
- Maintained a clean and organized stable environment, ensuring the comfort and well-being of horses and guests.
Paraprofessional Aide
Deerfield Elementary School
01.2001 - 01.2002
- Provided extra in class support to children with learning disabilities ages 5-12.
- Participated in Special Education team meetings to discuss and collaborate efforts in the children's best interest.
Education
Master of Social Work -
BOSTON COLLEGE
Chestnut Hill, MA05.2005
Bachelor of Arts - Psychology
SKIDMORE COLLEGE
Saratoga Springs, NY05.2001
High School Degree -
NORTHFIELD MOUNT HERMON
Northfield, MA06.1997
Skills
- Customer focus
- Quality assurance
- Employee training
- Team leadership
- Cross-functional collaboration
- Effective verbal and written communication
- Attention to detail
- Adaptability and flexibility
Co Curricular Activities
- Skidmore College Equestrian Team 1997-2001
- Team Captain 2000-2001
Certification
Certified Horseman's Association - Master Level Instructor
Temple, NH June 2009
Professional Association of Therapeutic Horsemanship (PATH International) - Registered Level Instructor
Olde Lyme, CT Aug. 2008
Equine Assisted Growth and Learning Association - Level 1 Certified
Parker, CO June 2006
Additional Information
- 1999 Intercollegiate Horse Show Association National Champion Team Cazenovia, NY
- 1996 Hunter Seat on the Flat Senior Equitation World Champion Grand National and World Championship Morgan Horse Show Oklahoma City, OK
Timeline
Quality Assurance Specialist
SmartPak Equine
01.2018 - 10.2024
Customer Service Team Leader
SmartPak Equine
08.2014 - 12.2017
Product Specialist
SmartPak Equine
09.2011 - 07.2014
Equine Manager/Riding Instructor
Pony Farm and Horse Power
01.2007 - 08.2011
Social Work Intern
Emerson Hospital
01.2004 - 01.2005
Social Work Intern
North River School
01.2003 - 01.2004
Wrangler
C Lazy U Guest Ranch
05.2002 - 08.2003
Paraprofessional Aide
Deerfield Elementary School
01.2001 - 01.2002
Master of Social Work -
BOSTON COLLEGE
Bachelor of Arts - Psychology
SKIDMORE COLLEGE
High School Degree -
NORTHFIELD MOUNT HERMON
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