Jessica DeLapp
Wellington,CO
Summary
Seeking a leadership role as a T1 Customer Support Team Leader in order to gain experience and further a career with Constant Contact.
Overview
6
6
years of professional experience
Work History
Tier 2 Technical Support Specialist
Constant Contact
09.2023 - Current
- Consistently train, mentor and coach Tier 1 Customer Engagement Specialists while acting as a Subject Matter Expert on products and processes.
- Improve team collaboration by sharing technical knowledge and assisting colleagues with challenging cases.
- Contribute to product development efforts by reporting bugs and providing suggestions for enhancements based on customer feedback.
- Enhance customer satisfaction by resolving complex technical issues and providing efficient solutions.
- Deliver exceptional customer service while addressing user inquiries via phone, email, and chat channels promptly.
- Achieve consistent positive performance reviews from both customers and management, reflecting dedication towards delivering the best customer experience.
SES
Constant Contact
05.2022 - 09.2023
- I have helped to develop agents on my team as well as agents on other teams across the floor
- Mentor and provide coaching to peers both one on one as well as in group settings
- Responsible for providing constructive feedback to agents via Quality Evaluations and Real-time sessions
- Able to handle customer escalations and difficult situations successfully by remaining patient and attentive throughout all interactions
- Carry a positive attitude throughout all customer, agent, and team interactions, consistently adding to team morale
- I have given feedback to refine key processes in order to help the organization improve effectiveness
- Task prioritization and time management with the ability to multitask
- Able to adapt and manage change with a positive attitude, while communicating information in a clear and timely manner
- Strong organizational, problem-solving and interpersonal skills
- Expand and maintain product knowledge and soft skills, improving customer experience
- Train tenured agents through OCR processes and guidelines and help to support and train New Hires
CES III
Constant Contact
08.2020 - 05.2022
- Mentor and provide coaching to peers both one on one in cross-sell as well as in group settings via team presentations
- Able to successfully de-escalate customers and offer professional solutions to meet customer needs
- Carry a positive attitude, while remaining patient and attentive throughout all customer, agent, and team interactions
- Actively listen and empathize with customers with building customer rapport consistently
- Attention to detail and documenting feedback
- Ambitious and energetic, working well with others as well as independently
Bartender | Waitress
Jaws Sushi
03.2018 - 08.2020
- Responsible for onboarding and training new hires
- Create and sell drinks to prospective customers resulting in exceeding sales goals consistently
Corporate Trainer
Infinity Marketing and Management
12.2017 - 02.2018
- Responsible for interviewing applicants, onboarding and training new hires
- Promote the sales of Direct TV, AT&T, Verizon and Sprint
Education
Marketing
State University of New York, Cayuga Community College
Oswego, NY05.2010
Associate of Applied Science - Liberal Arts & Social Sciences
Cayuga Community College
Fulton, NY05.2007
Timeline
Tier 2 Technical Support Specialist
Constant Contact
09.2023 - Current
SES
Constant Contact
05.2022 - 09.2023
CES III
Constant Contact
08.2020 - 05.2022
Bartender | Waitress
Jaws Sushi
03.2018 - 08.2020
Corporate Trainer
Infinity Marketing and Management
12.2017 - 02.2018
Marketing
State University of New York, Cayuga Community College
Associate of Applied Science - Liberal Arts & Social Sciences
Cayuga Community College