JESSICA HEPERLY
Beavercreek,OH
Summary
- Strong track record of improving customer satisfaction and operational efficiency
- Experienced in managing high-touch client relationships across multiple industries
- Recognized for leadership, communication, and organizational excellence
Overview
20
20
years of professional experience
Work History
Client Experience Manager
Fischer Homes
Dayton, OH
06.2024 - 02.2026
- Managed the end-to-end client experience for homebuyers, guiding them through all phases of the new home construction process from contract to closing
- Served as the primary point of contact, ensuring clear, consistent communication and high levels of customer satisfaction throughout the build lifecycle
- Coordinated with construction managers, sales teams, design centers, and trade partners to ensure timelines, expectations, and quality standards were met
- Proactively identified and resolved customer concerns, minimizing delays and enhancing overall client experience
- Educated clients on construction milestones, home features, warranties, and post-closing processes to ensure transparency and confidence
- Conducted pre-construction meetings, progress updates, frame walks, and final walkthroughs to maintain alignment and quality assurance
- Maintained detailed documentation of client interactions, selections, and changes to ensure accuracy and accountability
- Monitored project timelines and communicated updates or changes to clients in a timely and professional manner
- Contributed to improved customer satisfaction scores and referral rates through strong relationship management and service excellence
- Supported continuous improvement initiatives by providing feedback on customer trends, process inefficiencies, and service enhancementsManaged full customer lifecycle, coordinated cross-functional teams, ensured satisfaction, led walkthrough, and maintained timelines.
Licensed Optician
Gemini Eye Care
Beavercreek, OH
08.2015 - 06.2024
- Deliver personalized patient care by recommending appropriate eyewear based on medical needs and lifestyle
- Improve operational efficiency through effective scheduling and patient flow management
- Maintain accurate patient records while ensuring HIPAA compliance
- Increase sales through in-depth product knowledge of lenses, coatings, and frames
- Educate patients on eyewear use and maintenance, improving long-term satisfactionDelivered patient care, improved scheduling efficiency, ensured HIPAA compliance, and increased sales through product expertise.
Licensed Optician Apprentice
Stanton Optical
Dayton, OH
11.2013 - 08.2015
- Deliver personalized patient care by recommending appropriate eyewear based on medical needs and lifestyle
- Improve operational efficiency through effective scheduling and patient flow management
- Maintain accurate patient records while ensuring HIPAA compliance
- Increase sales through in-depth product knowledge of lenses, coatings, and frames
- Educate patients on eyewear use and maintenance, improving long-term satisfaction
General Manager
Bridal N Tux
Dayton, OH
06.2010 - 06.2011
- Managed daily business operations, staff scheduling, and customer service delivery
- Increased revenue through strategic sales initiatives and customer engagement
- Oversaw inventory management and vendor relationships
- Developed team training programs to improve productivity and service quality
Law Enforcement Officer
United States Air Force
WPAFB, OH
06.2006 - 05.2008
- Maintained safety and security through patrols, incident response, and enforcement of regulations
- Strengthened community relations through public engagement and outreach programs
- Collaborated with multiple agencies to manage large-scale events and emergency situations
- Applied conflict resolution and communication skills to de-escalate high-pressure situations
- Demonstrated leadership through training, mentoring, and team coordination
Education
Associate of Science - Criminal Justice
Community College of The Air Force
WPAFB, OH05-2008
Bachelor of Science - Clinical Psychology
Penn State University
State College, PA01-2030
Associate of Science - Criminal Justice
Community College of The Air Force
WPAFB, OH05-2008
Skills
- Client Experience Management
- Scheduling & Coordination
- Customer Relationship Management
- Process Improvement
- Cross-Functional Collaboration
- HIPAA Compliance
- Insurance Verification
- Patient Flow Management
- Conflict Resolution
- Documentation & Data Accuracy
- Team Leadership & Training
Accomplishments
- Organized “Know Your Neighbor” community engagement initiative
- Participated in Heroes Welcoming Heroes youth outreach program
- Supported security and public engagement at Air Shows and Air Force Marathon
- Coordinated WPAFB-wide team-building events
- Founded and led a Military Spouse Support Group
- Mentored and onboarded new military personnel
Timeline
Client Experience Manager
Fischer Homes
06.2024 - 02.2026
Licensed Optician
Gemini Eye Care
08.2015 - 06.2024
Licensed Optician Apprentice
Stanton Optical
11.2013 - 08.2015
General Manager
Bridal N Tux
06.2010 - 06.2011
Law Enforcement Officer
United States Air Force
06.2006 - 05.2008
Associate of Science - Criminal Justice
Community College of The Air Force
Bachelor of Science - Clinical Psychology
Penn State University
Associate of Science - Criminal Justice
Community College of The Air Force