Jessica Thompson
Fort Liberty,NC
Summary
Dynamic leader with a proven track record at Package Concierge, adept in client relationship building and leveraging data and personal support to enhance customer satisfaction and drive sales. Excelled in fostering team growth and leadership, significantly improving client loyalty through strategic account management and innovative solutions. Skilled in navigating complex challenges to achieve operational excellence and revenue growth.
Overview
18
18
years of professional experience
Work History
Client Service/Success Manager
Package Concierge
08.2022 - Current
- Acted as an escalation point for critical issues impacting customers'' success, coordinating efforts to drive swift resolution.
- Established lasting relationships with customers by consistently exceeding expectations and displaying genuine empathy for their challenges.
- Launched new initiatives aimed at improving overall customer experience, leading to increased brand loyalty and advocacy.
- Identified upsell opportunities and collaborated with sales teams to close deals, maximizing revenue generation from existing accounts.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
Call Center Supervisor
ACT
06.2021 - 08.2022
- Developed process controls and metrics for daily management of call center.
- Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Communicated customer feedback and complaints to team members to promote proper resolution.
- Developed and enforced policies and procedures for compliance with company policies.
- Developed and implemented strategies to increase sales and improve customer service.
- Streamlined call center operations for increased efficiency by implementing new scheduling and workforce management strategies.
- Implemented data-driven decision-making processes, analyzing key performance indicators to identify areas for improvement.
AppleCare Trainer
Apple
02.2019 - 06.2021
- Coached newly hired members, fostering greater workforce advancement and elevated performance.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Established and maintained quality standards.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Trained and mentored over 1000 new personnel hired to fulfill various roles.
- Recruited, hired and trained initial personnel as well as working to establish key internal functions and outline scope of positions for the organization.
- Lead agent based training on a routine schedule as well as training of new agents in multiple fields.
Team Leader Manager
Apple
08.2018 - 04.2019
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Collaborated with senior management on strategic planning efforts, aligning departmental objectives with overall company vision.
- Established team priorities, maintained schedules and monitored performance.
- Oversaw the successful completion of multiple high-priority projects, ensuring timely delivery and client satisfaction.
Site Manager
VIA Tactical
01.2010 - 11.2018
- Managed subcontractors, ensuring quality workmanship and adherence to project timelines and specifications.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Kept sites compliant with OSHA, state, and local regulations to prevent unnecessary risks.
- Conducted regular site meetings with team members, fostering open communication channels for efficient problem-solving and progress updates.
- Developed strong relationships with clients through consistent communication of project updates and prompt resolution of concerns or issues.
- Established team priorities, maintained schedules and monitored performance.
- Coordinated site investigations, documented issues, and escalated to executive teams.
- Created weekly and monthly reports and presentations for management team.
- Defined clear targets and objectives and communicated to other team members.
- Oversaw all daily office operations and equipment maintenance.
- Improved client satisfaction with timely project completion through effective communication and coordination among team members.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Executive Office Manager
Vertical Innovations Associate
01.2007 - 12.2017
- Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data
- Identified and recommended changes to existing processes to improve accuracy, efficiency and quality service
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities
- Supported VP And Owner through personal document management, calendar organization and collateral preparation for meetings
- Managed contracts and price negotiations with vendors and service providers.
- Facilitated smooth day-to-day operations, ensuring timely completion of tasks and projects.
- Managed phone calls, emails, letters and packages.
- Managed vendor relationships to ensure quality products and services at competitive prices.
- Developed strong working relationships with stakeholders through clear communication lines that fostered collaboration across departments.
Education
Associate - Biology
Fayetteville Technical Community College
Fayetteville, NC06.2012
Skills
- Client relationship building
- SaaS
- Salesforce
- Leadership
- Sales management
- Client/Customer account management
- Account management
Accomplishments
- RocStar Award for Q3 - 2023
- Hold over 38% of 5 star Google reviews for Package Concierge
- Helped implement and engage client contracts grossing in $1M in revenue
- Multiple Apple Trainer of the month awards
- Rated top 2% in team management at Apple
Timeline
Client Service/Success Manager
Package Concierge
08.2022 - Current
Call Center Supervisor
ACT
06.2021 - 08.2022
AppleCare Trainer
Apple
02.2019 - 06.2021
Team Leader Manager
Apple
08.2018 - 04.2019
Site Manager
VIA Tactical
01.2010 - 11.2018
Executive Office Manager
Vertical Innovations Associate
01.2007 - 12.2017
Associate - Biology
Fayetteville Technical Community College
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