Jessica Jarvis

Household Manager (Stay-at-Home Mom)

• Managed day-to-day household operations, including budgeting, scheduling, and time management, ensuring the smooth and efficient running of the family home.
• Coordinated and oversaw children’s education, extracurricular activities, and healthcare appointments, fostering strong organizational and multitasking skills.
• Developed and maintained detailed calendars, plans, and tasks for all family members, demonstrating advanced project management and time management capabilities.
• Provided emotional support and conflict resolution for children, helping them navigate challenges and developing effective communication skills.
• Worked collaboratively with other parents, teachers, and healthcare professionals to ensure children’s academic, emotional, and physical well-being.

• Leadership & Team Management: Supervise a team of escalation agents, providing guidance, support, and training to ensure high-quality resolution of complex customer issues and inquiries.
• Escalation Handling: Oversee and manage the escalation process for unresolved customer concerns, ensuring timely and effective resolution while maintaining a high level of customer satisfaction.
• Performance Monitoring & Reporting: Track and evaluate team performance metrics, including response time, resolution rates, customer satisfaction scores (CSAT), and first-contact resolution (FCR). Generate and present reports to senior management on department performance and key trends.
• Conflict Resolution: Act as the primary point of contact for escalated customer complaints, effectively managing difficult situations and resolving conflicts while maintaining professionalism and a positive company image.
• Training & Development: Design and implement training programs to improve the skills of the escalation team, ensuring they are equipped to handle a wide variety of customer issues with empathy and efficiency.
• Process Improvement: Identify recurring issues and process inefficiencies, collaborating with cross-functional teams to recommend and implement solutions that streamline escalation procedures and enhance the overall customer experience.
• Collaboration with Other Departments: Work closely with front-line agents, quality control, and management teams to ensure consistent communication, best practices, and a unified approach to customer service and issue resolution.
• Customer Experience Focus: Advocate for the customer, ensuring their concerns are heard and addressed at the highest level, and continuously monitor customer feedback to identify areas for improvement.
• Compliance & Policy Adherence: Ensure that all escalation cases are handled in accordance with company policies, mitigating potential risks or liabilities.

• Quality Monitoring & Evaluation: Regularly monitor and evaluate inbound and outbound calls to ensure compliance with company standards, customer service protocols, and regulatory requirements.
• Performance Analysis: Conduct comprehensive assessments of call center agents' performance, providing constructive feedback and coaching to improve communication, problem-solving, and customer interaction skills.
• Reporting & Documentation: Compile detailed reports and analysis of call quality trends, highlighting areas for improvement, and ensuring adherence to service level agreements (SLAs).
• Training & Coaching Support: Collaborate with team leads and managers to deliver coaching sessions and training materials based on call analysis, ensuring agents are up-to-date on best practices and company policies.
• Customer Experience Focus: Evaluate calls from a customer-centric perspective, ensuring satisfaction metrics are consistently met and identifying opportunities for enhancing overall customer experience.
• Continuous Improvement: Actively contribute to process optimization by identifying recurring issues or gaps in service and suggesting improvements to workflows, scripts, or training programs.
• Collaboration & Communication: Work cross-functionally with operations, training, and management teams to ensure consistent quality assurance and provide actionable insights for performance enhancement.