Jessica Labulis
Manchester,NH
Summary
Highly skilled Associate Director with background in strategic planning, team leadership, and project management. Strengths lie in communication, problem-solving and negotiation skills that foster strong relationships and drive operational success. Previous work has resulted in streamlined processes, improved productivity, and enhanced employee engagement.
Overview
10
10
years of professional experience
Work History
Associate Director of Support
Privy
Boston, Massachusetts
09.2018 - 09.2024
- Spearheaded daily operations, overseeing personnel management, BPO program development, and implementation.
- Provided guidance, training, and technical support to staff, maximizing performance and customer service effectiveness.
- Identified and implemented opportunities for improving processes, procedures, and systems across departments, creating effective communication channels to enhance collaboration.
- Developed training programs for new hires and existing staff, fostering a supportive and productive team atmosphere through regular one-on-one meetings and performance reviews.
- Maintained strong relationships with BPO partners, ensuring business resilience, and cultivated a positive work culture that prioritized work-life balance and staff morale.
- Created and managed comprehensive Knowledge Management databases, documenting best practices and ensuring knowledge sharing across teams.
- Monitored customer service performance metrics, analyzed feedback, and implemented quality assurance procedures to boost customer satisfaction, resolving escalated issues and enhancing the customer experience.
Customer Service Representative
Constant Contact
Waltham, Massachusetts
05.2014 - 09.2018
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Technical Support Specialist
Blackbaud
Bedford, NH
04.2016 - 08.2018
- Provided comprehensive technical support to customers via telephone, email and chat.
- Supported end users with basic troubleshooting techniques such as restarting a device or resetting passwords.
- Communicated with customers to identify issues, walk through solutions and initiate corrective actions to restore service and functionality.
- Documented and updated case notes for each customer and work order.
- Received inbound phone calls from customers to provide first-level support and remotely troubleshoot issues with service, equipment or customer accounts.
- Maintained compliance with established and updated policies and procedures with minimal supervision.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Maintained positive working relationship with fellow staff and management.
Education
Some College (No Degree) - Education
Salem State University
Salem, MASkills
- Strategic leadership
- Process Improvement
- Database Management
- Systems Development
- Key relationship management
- Program Development
- Hiring and Training
- Onboarding and training
- Critical Thinking
- Relationship Building
Timeline
Associate Director of Support
Privy
09.2018 - 09.2024
Technical Support Specialist
Blackbaud
04.2016 - 08.2018
Customer Service Representative
Constant Contact
05.2014 - 09.2018
Some College (No Degree) - Education
Salem State University
Similar Profiles
Hannah IstvankoHannah Istvanko
Owner at Privy Clear AdvertisingOwner at Privy Clear Advertising
John Joshua FetalveroJohn Joshua Fetalvero
Junior Structural Design Engineer at Pimentel & Associates Engineering Consultant / Privy Arrow Builders Corp.Junior Structural Design Engineer at Pimentel & Associates Engineering Consultant / Privy Arrow Builders Corp.
Kenny ChandraKenny Chandra
Architect Solution Senior Manager at PT Privy Identitas DigitalArchitect Solution Senior Manager at PT Privy Identitas Digital