Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Timeline
Generic
Jessica Markley

Jessica Markley

Franklin

Summary

Emergency communications professional with robust background in handling crisis situations and coordinating emergency responses. Known for reliability and adaptability in fast-paced environments. Excels in teamwork and maintaining calm under pressure, with strong skills in multitasking and problem-solving.

Experienced with claims adjudication processes and procedures, delivering accurate and timely evaluations. Uses analytical skills to assess claims and ensure compliance with policies. Knowledge of industry regulations and customer service excellence. Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Communications Officer/Dispatcher

Crawford County Sheriffs Office
04.2019 - Current
  • Maintained updated and detailed records of calls in physical and electronic database.
  • Trained new employees in various procedures and gave feedback on daily work performance to increase productivity and caller satisfaction.
  • Facilitated communications between citizens and field personnel to answer questions or resolve concerns.
  • Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews.
  • Questioned callers to determine nature of problems and locations to direct type of response needed.
  • Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire and EMS while tracking data in real-time environments
  • Enhanced productivity by guaranteeing timely emergency response with no service delivery issues.
  • Examined and processed legal documents submitted to courts for adherence to laws and court procedures.
  • National Database security clearance authorized.

Adjudicator

Kansas Department of Labor
03.2018 - 04.2019
  • After 8 months in a Program Specialist position, I was promoted to an Adjudication position.
  • Working independently to investigate claims made by the Kansas public and issue determinations on unemployment claims.
  • This position encores customer service, organization, time management, investigation, accountability, and a strong knowledge base of Kansas laws and regulations as to make a fair and just determination on claims.
  • Evaluated fairness of trials to identify and remove bias and protect rights of every involved party.
  • Articulated opinions and binding decisions through public presentations and written documentation.
  • Evaluated physical and digital records, testimony and reports in order to weigh both support and opposition to proposals.
  • Provided quality clerical support through data entry, document management, email correspondence and overseeing operation of office equipment.
  • Interacted with customers by phone, email or in-person to provide information.
  • Managed accounts and client records of clients, observing confidentiality and extreme discretion.

Program Specialist

Kansas Department of Labor
06.2017 - 03.2018
  • Striving to assist the public with completing unemployment claims, while educating the public on the State department's policies.
  • Working directly with multiple types of computer software and programs to complete daily tasks.
  • Reviewing Kansas laws and regulations to keep up to date with accurate information.
  • Focus on: First call resolution, Data Entry, and HIPPA compliance.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Consulted with outside parties to resolve discrepancies and create effective solutions.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.

Call Center Representative

Payless ShoeSource, Westaff Staffing
06.2016 - 06.2017
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
  • Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
  • Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
  • Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.
  • Created and implemented new training initiatives such as online modules, interactive software, language labs and online programs, assuring continuous training to employees to promote long-term excellence.
  • Employed job analysis in accordance with principles of instructional design to create effective training programs.

Direct Support Staff

New Hope
02.2015 - 05.2016
  • Assisted Clients with in home personal care.
  • Worked in high-risk medically fragile home.
  • Assured home environment was kept sanitary, clean, and in prestigious condition in order to ensure that the client is comfortable and in a health safe conditions.
  • Developed learning tools to help clients become more independent in their day to day living.
  • Successfully developed redirection tools and activities for negative behaviors.
  • Openly exchanged ideas and coping concepts to team members.
  • Used friendly, clear communication and professionalism to develop constructive relationships with clients families and guardians.
  • Provided staff coaching, mentoring and consultation to enhance performance and professional development.

Direct Support Associate

Mosaic
05.2014 - 02.2015
  • Assisted clients with toileting, showering, cooking, cleaning, dressing, and walking in home and out in the community.
  • Redirected clients to encourage safe, positive actions.
  • Established and maintained a safe environment for the client to thrive personally in.
  • Assisted clients with establishing goals for themselves to strive for.
  • Continually encouraged clients to be understanding and patient with their peers.
  • Monitored clients personal funds.
  • Openly exchanged ideas and methods with coworkers to help fit the individual clients.

Education

MBA - Masters Business Administration

Bryan University
Springfield, MO
05-2025

Bachelor of Science - Business Administration

Bryan University At Springfield
Springfield, MO
01.2022

Assocaite - Business Administration

Bryan University At Springfield
Topeka, KS
12.2018

High school diploma -

Southeast High School
Cherokee, KS
05.2014

Skills

  • Government policy regulations
  • Claims processing
  • Client relationship management
  • Policy interpretation
  • Research and data analysis
  • Interviewing expertise
  • Memory retention
  • Patience and tolerance
  • Problem-solving
  • Critical thinking
  • Teamwork and collaboration
  • Stress tolerance

Certification


  • CTA - Certified Travel Associate
  • CPR/First Aid
  • National Crime Information Center (NCIC) Certified
  • Bonded Notary Public

Affiliations

  • Assistant for Topeka Audio Engineers
  • November 2017 to December 2017
  • Assistant for Topeka Audio Engineers, project for HARK TOPEKA. Established various work breakdown structures, for installation, risk management, performer scheduling, and person to person communication within the event. Advanced new concepts for profitability and event scheduling. Collaborated with hotel staff to ensure all regulations and schedules were carried out.
  • Markley Repair
  • January 2021 to Current
  • Book Keeper and Accounts Manager

Timeline

Communications Officer/Dispatcher

Crawford County Sheriffs Office
04.2019 - Current

Adjudicator

Kansas Department of Labor
03.2018 - 04.2019

Program Specialist

Kansas Department of Labor
06.2017 - 03.2018

Call Center Representative

Payless ShoeSource, Westaff Staffing
06.2016 - 06.2017

Direct Support Staff

New Hope
02.2015 - 05.2016

Direct Support Associate

Mosaic
05.2014 - 02.2015

MBA - Masters Business Administration

Bryan University

Bachelor of Science - Business Administration

Bryan University At Springfield

Assocaite - Business Administration

Bryan University At Springfield

High school diploma -

Southeast High School

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