Jessica Moroney
Summary
Dependable trainer with a proven track record in fast-paced environments, focused on enhancing processes and boosting departmental satisfaction. Recognized for high productivity and efficient task completion, specializing in curriculum development, employee engagement strategies, and performance improvement techniques. Exceptional communication, leadership, and adaptability skills drive successful training outcomes and elevate team performance. Committed to continuous improvement and professional growth.
Overview
11
11
years of professional experience
Work History
Trainer/Training Supervisor
GEICO
04.2017 - Current
- Works directly with Training Manager and Corporate Training to onboard, train and bond new associates to the company
- Conducts service training programs/discussions for new hire service agents to familiarize them with company policies, procedures, products and customer service guidelines
- Provide new hire service agents with effective communication techniques and strategies for managing challenging customer interactions
- Train new hire service agents with a variety of ways to implement soft skills such as empathy, problem solving and conflict resolution
- Conduct equipment setup and onboarding courses for HR/Benefits/Total Rewards, etc
- On Day 1 for New Hire associates
- Conduct virtual training, update rosters for assessment completion and scores, manage absences/sign timesheets, have accountability conversations with associates
- Track and trend new hire associates on performance throughout training and their first 4 weeks of their official phone time
- Compile data and trends found and present to management
- Create action plans for associates based on trending data and provide follow-up coaching and continuous follow-up on said action plan
Service Trainer Prep Program
GEICO
01.2016 - 04.2017
- Customer First Leader
- Trained Customer Experience Portal
- Trained Be the Advocate Training
- Agents actively seeking help/ Thinking outside the box
- Decrease in supervisor calls
- Supervised Team in Transition
- Received Certificate of Basic Supervision for completing level one classes
- Completed Block and Training Development Program (TDP)
- Trained 5 New Hire Classes
- Helped develop coaches by providing feedback and guidance
Service Coach
GEICO
01.2015 - 01.2016
- Organized all Coaches/Trainers/Transition Schedules
- Trained/Updated service floor on several initiatives to help with customer connection, satisfaction, and friction points
- Decreased amount of call backs for certain call backs and decreased amount of failure emails sent to agents for a fax not going through
- Coached agents through Coach Practices and Performance Quizzes to help develop performance and achieve excellence in their customer service skills
- Identified performance gaps and remediated the gaps
Customer Service Agent
GEICO
01.2014 - 01.2015
- Engaging with customers via phone calls to promptly address and resolve their issues and requests
- Achieved top quartile rating for Customer Service resolution
- Responded to customer inquiries by phone and email with 96% customer satisfaction rate
Education
Some College (No Degree) - Business Administration And Management
Middle Georgia State University
Macon, GASkills
- Virtual or In-person training
- Performance tracking
- Coaching techniques
- Action planning
- Curriculum planning
- Student engagement
- Train-the-trainer
- Training material updates
- Creative problem solving
- Clear verbal communication
- Onboarding processes
- Workday
- Teamwork
- Organized
- Communication
- Approachable
- Time management
- Proficient in Excel, Word, and PowerPoint
Timeline
Trainer/Training Supervisor
GEICO
04.2017 - Current
Service Trainer Prep Program
GEICO
01.2016 - 04.2017
Service Coach
GEICO
01.2015 - 01.2016
Customer Service Agent
GEICO
01.2014 - 01.2015
Some College (No Degree) - Business Administration And Management
Middle Georgia State University
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