Jessica Townsend
Lubbock
Summary
Resourceful Senior Client Specialist known for high productivity and efficient task completion. Specialize in client relationship management, strategic planning, and problem-solving to enhance customer satisfaction and loyalty. Excel in communication, adaptability, and teamwork, ensuring seamless operations and positive outcomes in fast-paced environments.
Overview
14
14
years of professional experience
3
3
years of post-secondary education
Work History
Senior Client Specialist
Valuation Services-Remote
11.2024 - Current
- Serve as escalation point for both clients and internal teams, ensuring rapid resolution and client retention.
- Manage pipeline of 500+ active orders, maintaining SLA targets and quality assurance.
- Authored Standard Operating Procedures (SOPs) for team onboarding and efficiency.
- Supported VP-level initiatives, including escalated order handling and cross-functional coordination.
- Oversaw bulk order execution for Private Money clients, often managing over 500 simultaneous orders.
- Maintained strong relationships with appraisers and clients, ensuring smooth collaboration and resolution of issues.
Digital Pipeline Manager
Class Valuation-Remote
09.2021 - 11.2024
- Managed a team of 10 employees, overseeing client-focused pipelines to ensure efficiency.
- Represented the company during compliance audits and key executive management performance meetings with top clients.
- Maintained compliance with client regulations and reduced digital order turnaround time from 10.71 days to 4.30 days.
- Identified areas for improvement and implemented strategies, policies, and procedures to increase productivity.
- Enhanced client satisfaction ratings by resolving difficult issues and providing excellent customer service.
- Established positive communication channels among staff and leadership, reducing miscommunications and missed deadlines.
Administrative Assistant
RDO Equipment
Sherwood
05.2018 - 07.2019
- Directed customer communication to appropriate departments, improving customer satisfaction.
- Coordinated large-scale events and department activities, including venue acquisition and catering services.
- Managed inventory in administrative supply closet to prevent shortages.
- Organized and maintained filing and document management systems.
- Handled various administrative tasks including reporting, faxing, filing, data entry, and payroll support.
- Provided general accounts payable, accounts receivable, and sales/service support.
Support Supervisor
First Choice Appraisal Management
09.2011 - 10.2016
- Managed daily operations to ensure excellent service delivery.
- Improved operational efficiencies by managing work requests, pricing, and logistics coordination.
- Trained and managed a team of four employees in best practices and protocols.
- Handled rush requests and escalations from mortgage lenders.
- Controlled document processes to ensure accuracy and compliance with company policies.
- Implemented system updates to organize office documentation and increase productivity.
- Conducted periodic reviews with team members and provided constructive feedback.
Education
High School -
Sherwood High School
Sherwood, OR 09.1999 - 06.2002
Skills
- Troubleshooting
- Work ethic
- Organization
- Microsoft Office
- Data management
- Team management
- Processes and procedures
- Goal-oriented
- Decision-making
- Problem resolution
- Customer relations
- Quality control
- Employee training and development
- Improvement plan knowledge
- Conflict resolution
- Key accounts and territory management
Timeline
Senior Client Specialist
Valuation Services-Remote
11.2024 - Current
Digital Pipeline Manager
Class Valuation-Remote
09.2021 - 11.2024
Administrative Assistant
RDO Equipment
05.2018 - 07.2019
Support Supervisor
First Choice Appraisal Management
09.2011 - 10.2016
High School -
Sherwood High School
09.1999 - 06.2002