Jessica Sauer
Fort Worth,TX
Summary
Results-driven Customer Service and Technical Support Professional with expertise in team leadership, operational support, and troubleshooting. Specializes in coordinating cross-functional teams, resolving escalated issues, and documenting procedures. Experienced in adapting to shifting priorities and enhancing business operations through proficient use of Microsoft Outlook, Word, and Excel.
Overview
1
1
Certification
7
7
years of professional experience
Work History
AGENT & PARTNER TECHNICAL SUPPORT COORDINATOR
Deluxe
09.2024 - Current
- Led two teams serving as the primary liaison between Partner Channel Sales and internal Operations. Managed employee development through monthly 1:1s, goal setting, and performance coaching, while overseeing month-end KPI reporting.
- Maintained departmental policies and procedures, performed regression testing across four client-facing and operational applications, and ensured effective implementation of products, services, and onboarding processes.
CUSTOMER SERVICE SUPERVISOR
Deluxe
08.2022 - 09.2024
- Oversaw a team of inbound customer service agents and a team lead while conducting call quality-assurance reviews and tracking monthly key performance indicators.
- Managed annual performance reviews and monthly one-on-one meetings, supported employee development, and assisted upper management with de-escalating merchant and stakeholder concerns.
CUSTOMER SERVICE TEAM LEADER
First American Payment Systems
12.2019 - 08.2022
- Led and supported a team of 10 inbound customer service agents as well as merchants, ISOs in resolving escalated issues. Took ownership of complex issues, from troubleshooting terminals to researching detailed account information, with a strong focus on customer satisfaction. Completed ongoing hands-on training to master department procedures and deliver exceptional customer service. Supported employee development through coaching and training; prepared monthly reports, reviewed call statistics and call value, and counseled employees as needed.
Education
GED -
Tarrant County College
Fort Worth, TX12-2019
Skills
- Technical Support & Troubleshooting
- Team Leadership & Employee Development
- Escalation Management & Issue Resolution
- Customer & Partner Relations
- Software Regression Testing & Quality Assurance
- Process Improvement & Operational Support
- KPI Tracking & Performance Reporting
- Microsoft Outlook, Word & Excel
Certification
- Forklift Operator - Lone Star Forklifts
- Scissor Lift Operator - Lone Star Forklifts
- Boom Lift Operator - Lone Star Forklifts
- OSHA 30 - General Industry
Timeline
AGENT & PARTNER TECHNICAL SUPPORT COORDINATOR
Deluxe
09.2024 - Current
CUSTOMER SERVICE SUPERVISOR
Deluxe
08.2022 - 09.2024
CUSTOMER SERVICE TEAM LEADER
First American Payment Systems
12.2019 - 08.2022
GED -
Tarrant County College