Jessica Schwartz
Nashville,Tennessee
Summary
Contact Center Operations Manager @ BMI | Expertise in Systems Design, Analytics, AI, & Automation
I am responsible for the design, implementation, and maintenance of Five9 services to facilitate efficient configuration and seamless customer interactions. My duties include overseeing campaigns, IVR scripts, CAVs, integrating Five9 solutions, managing telephony infrastructure, and developing comprehensive reports to enhance workflow, data accessibility, and strategic decision-making. Additionally, I develop and maintain AI models and apply prompt engineering techniques to optimize system performance and support data-driven engagement.
Five9 Admin | AI + Prompt Engineering | KPI-Driven Strategy |
WFM | Always Improving
Overview
12
12
years of professional experience
1
1
Certification
Work History
Contact Center Operations Manager
Broadcast Music, Inc. (BMI)
Nashville, Tennessee
09.2024 - Current
- Creates and manages user accounts, configuring access permissions, and building/editing campaigns across omnichannel platforms. First point of contact for technical troubleshooting, ensuring prompt resolution of system issues to maintain optimal operation and user satisfaction.
- Conducts assessments and supports the design of workforce strategies, optimizing call, text, and chat campaigns, as well as IVR setups. Manages testing and scenario design to improve platform and workforce performance.
- Develops, monitors, and analyzes Key Performance Indicators (KPIs) to identify performance trends and issues, prepares strategic recommendations to enhance team efficiency and effectiveness across an omnichannel environment.
- Builds and maintains strong relationships with stakeholders across the organization, influencing and guiding them based on findings from data analysis. Partners with leadership to provide insights and recommendations that enhance customer satisfaction and business outcomes.
- Translates business requirements into technical specifications with minimal oversight. Designs and refines integrated call center technologies, ensuring the alignment of technical solutions with business objectives and user needs.
- Creates, maintains, and distributes detailed reports and strategic plans that guide leadership teams toward achieving departmental and organizational goals. Utilizes data to add value and improve operational efficiencies across the board.
- Stays current on industry trends and best practices to continuously improve contact center processes and technology deployments.
- Leads initiatives to refine procedures and documentation, ensuring optimal operation and customer engagement strategies.
- Supports BMI core values and cultivates a culture of diversity and inclusion.
- Other duties as assigned.
Senior Loyalty Program Coordinator
Journeys
Nashville, Tennessee
12.2023 - 09.2024
- Assist the Loyalty Director in the day-to-day management of the loyalty program, including enrollment, tracking, and customer communications.
- Collaborate with various teams to ensure smooth execution of loyalty initiatives.
- Support the planning, execution, and tracking of marketing campaigns related to the loyalty program.
- Assist in creating campaign content, coordinating distribution, and monitoring results.
- Help maintain accurate customer data within the loyalty program database.
- Assist in data analysis to generate insights and identify opportunities for program improvement.
- Assist in preparing regular reports on program performance, campaign results, and key performance indicators.
- Contribute to data-driven discussions on program enhancements and adjustments.
- Work closely with the marketing team to ensure campaign materials are on-brand and effectively communicate program benefits.
- Collaborate with cross-functional teams to coordinate program-related activities.
Process Manager
Journeys
Nashville, Tennessee
06.2021 - 12.2023
- Manage and lead all department processes, procedures, policies, and workflow automation updates.
- Serve as SME (Subject Matter Expert) in creating and maintaining process documentation.
- Work directly with contact center management to identify process issues, defining and documenting best practices.
- Utilize current technology and resources with process improvements to advance the consumer experience, increase self-service, promote KPI success, increase sales, lower costs, and improve overall department efficiency using robotic process automation and new emerging technologies.
- Communicate with internal and external teams on current or needed processes to establish the best course of action for all.
- Analyze internal and external customer experience and overall performance, emphasizing gaps and driving improvements across the department and company.
- Power Automate flow creation, management, and reporting to automate repetitive tasks.
- Data analytics to identify opportunities to automate reporting, create dashboards, build/modify current reporting for optimization, etc.
- Partner with the Project Manager to discuss opportunities in Salesforce, Reverse Logix, Teams Groups, etc.
Workforce Coordinator
Journeys
Nashville, Tennessee
03.2021 - 06.2021
- Train Workforce Specialists.
- Provide coaching and support to Workforce Specialists.
- Track progress and completion of all assigned tasks to Workforce Specialists.
- Partner with department management to ensure proper schedule execution and address issues as needed.
- Ensure the execution and implementation of all Schedule Bids.
- Maintain accurate master schedule.
- Assist in the preparation and delivery of regularly scheduled reports.
- Provide subject matter expertise in response to day to day business issues and questions.
- Supports compliance documentation (Return to Work, Counseling's, Department Device).
- Demonstrate great follow-up and follow through techniques in all job duties.
- Ensure employee files are accurate and up to date.
- Assist with the onboarding of new hires.
- Other duties as assigned.
Workforce Management Specialist
Journeys
Nashville, Tennessee
11.2019 - 03.2021
- Forecasting & Scheduling.
- Detailed Analysis of Contact Volume.
- PTO Plan Setup & Maintenance.
- Calabrio WFM System Management.
- Agent Adherence.
- Headcount.
- New Hire Processes.
- Terminations, Employee Files & Status Updates.
- Time Tracking, Payroll & Reporting.
Customer Service Representative
Journeys
Nashville, Tennessee
09.2019 - 11.2019
Social Media Marketing Consultant/Owner
JS Xplodes Nashville
Greater Nashville Area
01.2014 - 09.2019
- Marketing and social media solutions for small businesses.
Service Manager
Mark's Automotive Service
Nashville, TN
05.2015 - 06.2019
- Daily Open & Closing of Business.
- Customer Service.
- Employee Management & Hiring.
- Payroll & Time Tracking.
- PCI Compliance.
- Credit Card Processing.
- Handled all Vendor Accounts & Negotiations.
- Social Media Marketing & SEO.
- Accounts Receivable & Payable.
- Procurement (Automotive Part, Shop Supplies & Equipment Purchases).
- Customer Scheduling.
- Relationship Building.
- Foreign and domestic automotive repair services.
Education
Accounting - undefined
Western International University
01.2008
Computer Technology/Computer Systems Technology - undefined
Tri-County Technical College
01.2001
High School Diploma - HS Diploma
Seneca High School
01.1999
Skills
- Five9
- Confluence
- Dayforce HCM Cloud
Certification
- Five9 Outbound Voice Certification
- Microsoft Teams Quick Tips
- Foundations of Project Management
- The Secret: What Great Leaders Know and Do (getAbstract Summary)
- Becoming Indistractable
Personal Information
Title: Contact Center Operations Manager
Timeline
Contact Center Operations Manager
Broadcast Music, Inc. (BMI)
09.2024 - Current
Senior Loyalty Program Coordinator
Journeys
12.2023 - 09.2024
Process Manager
Journeys
06.2021 - 12.2023
Workforce Coordinator
Journeys
03.2021 - 06.2021
Workforce Management Specialist
Journeys
11.2019 - 03.2021
Customer Service Representative
Journeys
09.2019 - 11.2019
Service Manager
Mark's Automotive Service
05.2015 - 06.2019
Social Media Marketing Consultant/Owner
JS Xplodes Nashville
01.2014 - 09.2019
Accounting - undefined
Western International University
Computer Technology/Computer Systems Technology - undefined
Tri-County Technical College
High School Diploma - HS Diploma
Seneca High School