Jessica Littlecreek
Harker Heights
Summary
Dynamic professional with a goal-oriented mindset and strong analytical skills, experienced at Ttec (TeleTech) in enhancing patient satisfaction and operational efficiency. Proven track record in sales coaching and conflict resolution, driving team performance and achieving significant improvements in customer engagement and service delivery.
Professional with comprehensive experience and readiness for role. Known for strong focus on team collaboration and achieving results. Adaptable and reliable, supporting colleagues effectively and responding to changing needs. Skilled in communication, problem-solving, and client relations. Recognized for integrity, determination, and results-driven approach.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
7
7
years of professional experience
Work History
CMS Agent
Ttec (TeleTech) - HealthCare Solutions
02.2025 - Current
- Managed inbound patient inquiries, ensuring timely and accurate responses to all concerns.
- Provided support in navigating healthcare solutions, enhancing customer understanding of services.
- Documented patient interactions using CRM systems, maintaining compliance with regulatory standards.
- Collaborated with team members to streamline communication processes, increasing operational efficiency.
Sales Chat Agent
Ttec (TeleTech) - HealthCare Solutions
03.2019 - 10.2021
- Consistently received positive feedback from customers, resulting in high satisfaction scores and improved brand loyalty.
- Ensured compliance with company policies and procedures when handling sensitive customer data during chat interactions.
- Increased upselling opportunities by proactively recommending additional products or services that complemented the client''s purchase or inquiry.
- Maximized conversions from website visitors to paying customers through engaging chat conversations that addressed their needs effectively.
- Generated repeat business by building strong relationships with clients, offering personalized advice and solutions based on their specific needs.
- Reduced response times by implementing time-management strategies for handling multiple chats simultaneously without sacrificing quality of service.
- Maintained an organized workspace for efficient access to essential resources, ensuring seamless customer interactions during chat sessions.
- Supported fellow teammates during peak hours, providing assistance and guidance, fostering a collaborative work environment.
- Enhanced brand reputation with superior customer service skills, promptly answering inquiries and providing accurate information.
- Utilized comprehensive reporting tools to analyze personal performance indicators, leading to informed decisions regarding improvements in chat-sales techniques.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Contributed to team objectives in fast-paced environment.
Team Leader
Ttec (TeleTech) - HealthCare Solutions
10.2024 - 02.2025
- Led team in delivering high-quality healthcare solutions, enhancing patient satisfaction and operational efficiency.
- Coordinated daily activities to ensure adherence to service level agreements and industry regulations.
- Mentored junior team members, fostering skill development and promoting a collaborative work environment.
- Implemented process improvements that streamlined workflows and reduced response times for client inquiries.
- Analyzed team performance metrics to identify areas for improvement and optimize resource allocation.
- Facilitated training sessions on healthcare protocols and customer service best practices for new employees.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
Sales Coach
Ttec (TeleTech) - HealthCare Solutions
08.2022 - 10.2024
- Developed training materials to enhance sales techniques and product knowledge for healthcare solutions.
- Facilitated workshops to improve team performance and engagement in customer interactions.
- Analyzed sales data to identify trends and recommend strategies for improvement.
- Monitored team performance metrics, providing actionable feedback to drive results.
- Collaborated with management to align coaching strategies with organizational goals and objectives.
- Coached individual representatives on best practices, fostering a culture of continuous improvement.
- Evaluated training effectiveness through participant surveys, making adjustments based on feedback received.
- Increased sales performance by implementing tailored coaching strategies for individual team members.
- Cultivated strong relationships with team members, fostering trust, respect, and collaboration that led to increased productivity.
- Reduced employee turnover rate by fostering a supportive work environment that prioritizes personal growth and career advancement opportunities.
- Boosted team morale with regular recognition of outstanding achievements and contributions to the company.
- Provided constructive criticism in ways that empowered individuals rather than discouraging them from taking risks or pursuing challenging opportunities.
Social Media
Ttec (TeleTech) - HealthCare Solutions
03.2020 - 08.2022
- Analyzed user engagement data to refine social media strategies.
- Spearheaded social media campaigns that increased brand following on various platforms.
- Managed online communications from social media, email and website sources.
- Managed social media platforms, ensuring timely responses to comments and messages.
Sales Agent
Ttec (TeleTech) - HealthCare Solutions
08.2018 - 03.2019
- Engaged with clients to assess healthcare needs and recommend appropriate solutions.
- Provided detailed product information to assist clients in making informed decisions.
- Handled incoming inquiries effectively, ensuring timely resolution of client concerns.
- Collaborated with team members to streamline communication processes and enhance service delivery.
- Participated in training sessions to improve product knowledge and sales techniques.
- Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
- Increased sales revenue by consistently meeting and exceeding sales targets.
- Improved overall customer satisfaction by promptly addressing concerns and providing tailored solutions.
- Identified new areas of opportunity within existing accounts by offering additional products or services based on their needs analysis results.
- Enhanced product knowledge through continuous training and professional development opportunities.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Kept detailed records of daily activities through online customer database.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
Education
Diploma - High School
Copperas Cove High School
Copperas Cove, TX05.2005
Skills
- Goal-oriented mindset
- Clear communication
- Conflict resolution
- Persuasive speaking
- Technical support
- Marketing management
- Resolving customer issues
- Attention to detail
- Adaptability and flexibility
- Analytical and logical thinking
- Sales coaching
- Problem-solving skills
- Positive attitude
- Customer service and care
- Relationship building
Timeline
CMS Agent
Ttec (TeleTech) - HealthCare Solutions
02.2025 - Current
Team Leader
Ttec (TeleTech) - HealthCare Solutions
10.2024 - 02.2025
Sales Coach
Ttec (TeleTech) - HealthCare Solutions
08.2022 - 10.2024
Social Media
Ttec (TeleTech) - HealthCare Solutions
03.2020 - 08.2022
Sales Chat Agent
Ttec (TeleTech) - HealthCare Solutions
03.2019 - 10.2021
Sales Agent
Ttec (TeleTech) - HealthCare Solutions
08.2018 - 03.2019
Diploma - High School
Copperas Cove High School
Similar Profiles
Shad PledgeShad Pledge
Customer Care Coordinator at Ttec (TeleTech) - HealthCare SolutionsCustomer Care Coordinator at Ttec (TeleTech) - HealthCare Solutions
CRYSTAL THOMPSONCRYSTAL THOMPSON
Operations Team Lead, Service & Delivery at Ttec (TeleTech) - HealthCare SolutionsOperations Team Lead, Service & Delivery at Ttec (TeleTech) - HealthCare Solutions
Lakeisa ArmstrongLakeisa Armstrong
In-Home Healthcare Insurance Agent at Ttec (TeleTech) - HealthCare SolutionsIn-Home Healthcare Insurance Agent at Ttec (TeleTech) - HealthCare Solutions
Carolyn TaylorCarolyn Taylor
Registered Behavior Technician at Action Behavior CentersRegistered Behavior Technician at Action Behavior Centers
Mervin Jayden NaritoMervin Jayden Narito
Volunteer at Temple CollegeVolunteer at Temple College