Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jessica McPhee

call center supervisor/managment
Jacksonville,Fl.

Summary

Results-driven professional with comprehensive background in managing escalations and ensuring smooth resolution processes. Known for fostering team collaboration and achieving high-impact results in dynamic environments. Possesses strong leadership qualities, excellent problem-solving skills, and adaptability to changing demands.

Overview

14
14
years of professional experience

Work History

SPOC Escalation Supervisor

Freedom Mortgage Corporation
08.2023 - 08.2025
  • Maintain escalation lines & assisting agents with escalated issues, coaching agents on escalation call handling & effective de-escalating by using empathy, active listening and probing questions to address customers concerns. Educating agents with investor guidelines & retention waterfall process per investor type. Increasing employee retention rates with targeted coaching, mentoring & performing evaluations for escalated call reasons.
  • Resolving complex customer complaints by conducting in-depth research by collaborating with all lines of business to resolve in a timely manner. Enhancing the customer satisfaction by effectively addressing and resolving issues.
  • Improved overall company reputation by consistently delivering exceptional customer service during escalations.
  • Optimized case management systems to facilitate streamlined reporting and analysis of escalation data. maintaining accurate records of escalation calls tracking trends to identify areas of improvement.

Digital Experience Supervisor

Freedom Mortgage Corporation
05.2022 - 03.2023
  • Spearheading new technological system rollout through the call center for customer facing agents & leadership.
  • Creating strategies to roll out Sales Force to the call center of 500+ agents and leadership as well as outsourced vendors. Developing & creating training materials conducting side by side assistance in new system success as well as reducing learning curve with Job aids, email announcements/daily reminders, procedural updates aiding in the continued education of Sales Force rollout. While meeting KPI's.
  • Manage and assist with UAT testing while collecting data related to live issues & problem solving for enhancements and future updates. Creating training materials based on pilot and findings for schedule procedure roll out.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows and meeting call center metrics.

Customer Care Supervisor

Freedom Mortgage Corporation
02.2021 - 03.2023
  • Leading team of 10-20 agents conducting one on one’s coaching to score card performance, meeting department goals providing feedback and direction as well as recalibrating. Increased first-call resolution rate through effective coaching and mentoring of team members.
  • Conduct call monitoring to ensure that a company policy & procedures are being followed. Along with all investigative measures allowing exceptional customer experience in helping borrower accounts resolution.
  • Analyzing agents throughout the organization and developing coaching plans be successful analyzing reports providing feedback. Implemented quality assurance measures to ensure adherence to company standards and policies.
  • Processing time sheets with PTO request and FMLA usage updates submitting to HR payroll in timely manner.
  • Boosted team morale and motivation by recognizing individual achievements and fostering a positive work environment implementing team contest and incentives.

Retention Supervisor

Cox Communications
09.2017 - 09.2021
  • Leading a team of 15 -20 agents to achieve internal performance metrics and external customer expectations.
  • Coaching & developing to meet monthly metrics by conducting weekly 1x1, having team contest building moral. Career pathing goals for advancement within the organization
  • Overseeing hiring process collaborating with talent acquisition team reviewing resumes and conducting interviews find the best match for call center.
  • Collaborate with workforce management and conduct department schedules quarterly for the call center of 300+ agents based on performance success.
  • Conducted staff meetings delivering week over week performance results by analyzing reports/data to develop and implement best practice & solution focused on improving the organization’s CSAT scores and meeting KPI's.
  • Track attendance, payroll, performance evaluations and success plans to meet monthly goals.

Training Assistant

Cox Communications
02.2017 - 04.2017
  • Assist with new hire training by reviewing company systems, ICOMS, Avaya Phones and INAV.
  • Coaching call flow, product knowledge, best practices and call handling by retaining current customers upselling products and gaining new customer sales all while meeting call center goals.
  • Developing product knowledge materials for all products. Presenting modules to the new hires and covering company policies & procedures.
  • Conducting side by side call monitoring giving live feedback also taking complex calls over and assisting in retaining customer and gaining sales revenue.
  • Coaching on Vendor upselling (HBO, Showtime, Starz. etc.)
  • Structured pretesting material for final exams in new hire class to ensure New Hire success in training.

Peer Coach

Cox Communications
02.2016 - 02.2017
  • Helping with new hire and team development skills running team huddles, sending out competitor knowledge
  • Participated in ongoing training sessions to stay current on best practices in the field of peer coaching, elevating the quality of service provided to clients over time.
  • Exceeding monthly metrics winning Top performer contest with vendors HBO, Starz & showtime
  • Facilitated group sessions on various topics, fostering collaboration and peer support among participants.
  • Conducted huddles on various topics best practices with essential skills for personal growth and minimizing revenue loss

Retention Agent

Cox Communications
01.2014 - 02.2015
  • Handling 100-150 IB retention calls daily from current & new customers for sales and revenue generation.
  • Utilizing proactive retention skills to turn requests for disconnection or downgrade into sales and save opportunities by identifying customer needs and repairing relationships.
  • Continuously achieving monthly key performance metrics, call and order entry productivity standards, and call quality performance through utilization of persuasive skills.
  • Educating customers on active product features, service offerings, billing, and product value. Increase revenue through up-selling and cross-selling Video, HSI and Telephony services.
  • Providing outstanding customer service; creatively negotiate pricing and bundling. Completing installation, disconnect, transfer and seasonal downgrade orders.
  • Achieving expectations winning trips with Showtime,STARZ and HBO for being top performer.
  • Overseeing special projects on the fun committee. As well as volunteer hours for special events throughout the community.

Dealer Services Collector 3

Wells Fargo Bank
01.2012 - 07.2014
  • Handling between 50 -100 calls per day on high-risk accounts.
  • Maintaining and repairing relationships with the customer Effectively resolving account delinquencies and preventing losses.
  • Adhering company policies and procedures FDCPA guidelines Demonstrating exceptional customer service and negotiating counter solutions.
  • Accurately documenting and updating account, actions taken and next steps.
  • Exceeding performance and productivity standards and monthly goals.
  • Handling escalation calls assist team in 2nd talk off's
  • Serve as a resource/subject matter expert and may provide training to follow team members initiate external contact with customers and vendors for loss prevention repossession and minimizing risk and loss for the bank.
  • Worked hand in hand with new hires teaching them call handling, skip tracing techniques, negotiation process
  • Driving delinquency buckets toward zero balance.

Team Lead/M.I.T.

Wells Fargo
12.2012 - 01.2014
  • Responsible for clearing delinquency level’s 30-89 days Moving up to 90+ days and up by exceeding monthly metrics and being a top performer month over month.
  • Ensure customers are knowledgeable of account status/legal ramifications of accounts that remain in delinquent status, as well as rebuilding relationships & providing excellent experience for all customers.
  • Maintains and exceeds all monthly KPI’s. Ranking in the top 10% of peers as well as advancing every 6-8 months. Consistently on the Top dollar report and monthly stack ranker report. Receiving awards for: Top Performer, Top Dollar collected, highest % TAD, loss mitigation, Quality Assurance, RPC per hour and outstanding performance for customer excellence and shared success award for excellent customer experience.
  • M.I.T program for management training and developing the new hires, running team huddles, team building exercises as well as run reports. Ramping up the development with the new hires for teams and making sure they are hitting quotes. Teaching how to set up payment arrangements, lowering delinquency buckets.

Education

High School Diploma -

F.S.C.J.
Jacksonville, Florida
01.2008

EFDA Expanded Function Dental Assistant - Dental Assistant

Everest University
Jacksonville, FL
11.2010

Skills

  • Assertiveness
  • Goal setting and achievement
  • Spreadsheet tracking
  • Database maintenance/ Attention to detail
  • Complaint investigation/ Complex Problem solving
  • Reporting and documentation
  • Multitasking and organization
  • Time management
  • Adaptability and flexibility
  • Relationship building
  • Leadership development
  • Recruitment and hiring

Work Type

Full Time

Work Location

Remote

Important To Me

Work from home optionCompany CultureCareer advancementStock Options / Equity / Profit SharingPersonal development programs

Timeline

SPOC Escalation Supervisor

Freedom Mortgage Corporation
08.2023 - 08.2025

Digital Experience Supervisor

Freedom Mortgage Corporation
05.2022 - 03.2023

Customer Care Supervisor

Freedom Mortgage Corporation
02.2021 - 03.2023

Retention Supervisor

Cox Communications
09.2017 - 09.2021

Training Assistant

Cox Communications
02.2017 - 04.2017

Peer Coach

Cox Communications
02.2016 - 02.2017

Retention Agent

Cox Communications
01.2014 - 02.2015

Team Lead/M.I.T.

Wells Fargo
12.2012 - 01.2014

Dealer Services Collector 3

Wells Fargo Bank
01.2012 - 07.2014

High School Diploma -

F.S.C.J.

EFDA Expanded Function Dental Assistant - Dental Assistant

Everest University

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