Jessica Nelson
Summary
Energetic Supervisor successful at motivating and building positive team dynamics to accomplish aggressive goals. Dedicated to open, communicative culture where employees feel empowered to contribute to company's success.
Overview
7
7
years of professional experience
Work History
Customer Experience Operations Wireless Coach
DISH
12.2021 - 01.2024
- Laid off due to organizational restructuring
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- POC for Tucows Transition Services Agreement (TSA).
- Participated in initial launch of Project Genesis and Boost Infinite brands.
- POC for new hire onboarding.
Wireless Senior Rep
DISH
12.2020 - 12.2021
- 1 of 10 agents selected to start the launch of Ting. Supported the development of the Wireless skill and helped onboard/develop Ting new hire agents.
- Successfully managed and continued to work on a project including updating/creating Help Center articles/processes to increase efficiency for agents on inbound calls and overall customer experience.
- Became a Ting customer to have first hand experience relating to customer experience and ability to catch service issues and find possible fixes early on to communicate with the team.
- Provided thread support for our Corporate Escalations members taking inbound calls.
- Collaborated with Tuned Into You POC members from other Wireless brands to complete the TIY to WOW Factor changeover, and promote the benefits of the new process to Leadership and gained their buy-in.
- Partnered with DISH IT to conduct Split Tunnel testing on TalkDesk (Ting voice tool).
Survey Response/Senior Customer Care Specialist
DISH
08.2017 - 12.2020
- Aided in building the new skills and increasing resolution rates to improve volume of customer contact by developing new techniques for handling survey responses and receiver triggered callbacks, reporting tool issues, and assisting peers with effective responses.
Customer Service, Technical Support, Dr. Dish
DISH
08.2016 - 08.2017
- Troubleshoot existing technical problems and educate customers on known issues and how to prevent certain technical issues in the future. Assisted with billing inquiries and payments, and adjusted channel subscriptions. Promoted self-serve options for customer efficiency.
Education
Associate of Applied Science - Medical Billing And Coding
Fortis College - Columbus
Columbus, OH04.2011
Skills
- Staff Management
- Process Improvement
- Complex Problem-Solving
- Emotional Intelligence
- Technical Proficiency
- Detail-Oriented
- Priority Management
- Cross-functional Collaboration
- Leadership Abilities
- Critical Thinking
- Conflict Resolution
- Effective Communication
Timeline
Customer Experience Operations Wireless Coach
DISH
12.2021 - 01.2024
Wireless Senior Rep
DISH
12.2020 - 12.2021
Survey Response/Senior Customer Care Specialist
DISH
08.2017 - 12.2020
Customer Service, Technical Support, Dr. Dish
DISH
08.2016 - 08.2017
Associate of Applied Science - Medical Billing And Coding
Fortis College - Columbus