Jessica Salinas, M.B.A.
San Antonio,TX
Summary
Experienced facilitator with over 4 years of expertise in brand strategy, analytics, and organizational development for diverse organizations and clients. Utilizing a dedicated and collaborative approach, excels at making independent business decisions while maintaining flexibility and versatility. Excels under pressure, remaining poised and professional, with a proven ability to overcome obstacles to achieve common goals. Played a key role as a Senior Facilitator in the team responsible for all aspects of training and development to meet contractual requirements. Leads cross-functional teams to ensure training materials, curriculum, and methods align with company objectives, customer and client needs, and core values.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Insurance Professional - Sales & Service III
USAA
01.2024 - Current
- I review insurance and liability clauses in contracts, ensuring that every contract meets company's risk appetite while balancing this against expected commercial benefits of our contract
- I develop and manage long-term member relationships via inbound phones to ensure member needs are fulfilled through our mission of financial security through service, advice, and products
- I educate our members in every interaction with all products offered through USAA and its affiliates
- I exceed monthly sales goals and maintain metrics for technical, compliance, SERVE, service excellence, member time and midpoint
Senior Learning Experience Leader
TaskUs
11.2022 - 01.2024
- Led the redesign of training and quality programs to meet partner contractual terms
- Conducted regular calibration and monitoring sessions with Quality, Operations, and Clients to ensure adherence to contractual terms
- Collaborated with Workforce Management to align schedules for mandatory training courses across 400 individuals
- Facilitated New Hire workshops to address program call volume needs
- Consulted with Operations to identify training and quality needs, procedural updates, and trainee performance improvements
- Analyzed data hourly during training classes to ensure quality metrics were met
Learning Experience Leader
TaskUs
05.2021 - 11.2022
- Facilitated online and on-site training sessions for groups of 15-20 agents
- Collaborated with senior leadership to ensure effective training and utilization of staff
- Administered competency and performance-based assessments
- Developed mock training assessments for hands-on learning in real-life scenarios
- Consulted with operations to identify training refresher needs
- Established educational and training requirements for advancement
- Analyzed training data to identify trends and areas for improvement
- Implemented new training techniques to enhance learning outcomes
- Conducted regular training evaluations to measure effectiveness
- Coordinated with cross-departmental partners to address training gaps and find solutions
Team Lead
TaskUs
01.2021 - 05.2021
- Led and trained a team of 8-12 agents to improve performance and achieve top results
- Conducted research to identify areas for service improvement and provided detailed coaching sessions to agents
- Developed new agents to ensure thorough understanding of tools and case handling procedures
- Coordinated team meetings and designed action plans to enhance team understanding of client questions
- Conducted weekly quality assessments, provided timely feedback, and communicated issues to management
- Implemented strategies to decrease Average Handle Time (AHT) by 40% in one week
- Mentored, trained, and motivated employees to excel and foster professional growth
- Collaborated with team members to develop and implement disciplinary actions and development plans
- Demonstrated leadership skills as a team leader and trainer
Digital Marketing Advisor
TaskUs
06.2019 - 01.2021
- Provided exceptional customer support on various social media platforms
- Led team meetings and developed action plans to improve team productivity
- Implemented strategies to decrease team's TRT by over 50%
- Assisted Team Lead in improving team KPIs by setting goals and refining scores
- Developed Quip documents to track and resolve high TRT cases and ad policy issues
- Collaborated with teammates to enhance understanding of advertisers' questions
Production Manager / Graphic Designer / Sales & Marketing
Start Copy
01.2007 - 01.2019
- Developed and implemented comprehensive marketing campaigns across various channels to increase brand awareness and drive sales
- Managed a team of employees, providing training and support to ensure efficient onboarding and staff assimilation
- Created engaging content for journal ads, direct mail campaigns, and blogs to attract and retain customers
- Oversaw vendor relationships and order fulfillment for a variety of marketing materials and promotional products
- Utilized website and social media platforms to identify and capitalize on new business opportunities
- Prepared and analyzed reports to track marketing performance and make data-driven decisions for future campaigns
Education
Master of Business Administration - M.B.A. - Business & Marketing
Ashford University
San Diego, TX10.2018
Bachelor of Science - Criminal Justice
Texas State University
San Marcos, TX05.2015
Associates in Applied Science - Applied Science
Coastal Bend Community College
Pleasanton, TX05.2004
Skills
- Attention to Detail
- Conflict Resolution
- Dependable, Responsible, Calm Under Pressure
- Ability to Prioritize Independently
- Ability to Achieve Target Within Contractual Needs
- Training Delivery and Development
- Customer Service
- Flexible and Adaptable
- Problem-Solving
- Communication Skills
- Teamwork and Collaboration
- Friendly, Positive Attitude
- Multitasking Abilities
- Active Listening
- Organization and Time Management
- Computer Skills: Microsoft Word, Conversant, IDCOMM, Tableu, Adobe, Photoshop, Cisco, Workday, Knowledge Central, Gmail, Outlook
Certification
- Texas A&M Digital Marketing Certificate
- Meta Blueprint Certification
Awards
- USAA Elite Eagle Excellence Award
- Made for Quality Q2 Bronze Award
- Service Excellence Recipient
- P&C D&S Sales Recognition
- Member Contact Experience Day Participant
Timeline
Insurance Professional - Sales & Service III
USAA
01.2024 - Current
Senior Learning Experience Leader
TaskUs
11.2022 - 01.2024
Learning Experience Leader
TaskUs
05.2021 - 11.2022
Team Lead
TaskUs
01.2021 - 05.2021
Digital Marketing Advisor
TaskUs
06.2019 - 01.2021
Production Manager / Graphic Designer / Sales & Marketing
Start Copy
01.2007 - 01.2019
Associates in Applied Science - Applied Science
Coastal Bend Community College
Master of Business Administration - M.B.A. - Business & Marketing
Ashford University
Bachelor of Science - Criminal Justice
Texas State University