Jessica Waybright
Belcamp,MD
Summary
Poised for a leadership position. As a manager my primary focus is to support the functioning of business operations by managing staff, coordinating operations, implementing processes and programs and ensuring second mile customer service. I aim to provide a positive and productive work environment by communicating with team members, setting clear goals and monitoring performance.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Service Manager & Operations
Your Home Sold Guaranteed Realty
10.2021 - Current
- Implemented front end programs resulting in positive cash flow for the business leading to a 5% increase in revenue.
- Ensure that agents meet deadlines.
- Coordinate vendors, photography, staging, virtual staging and virtual renovations.
- Address customer complaints, reassign customers, obtain testimonials, 5 star reviews and coordinate customer events
- Communicate with customers to obtain and provide updates
- Manage of CRM database of over 35,000 customer records.
- Create automated CRM plans.
- Assist with program development.
- Identify “holes” in systems and problem solve.
- Work closely with marketing team and oversee materials for program
- Reduce customer complaints, proactively addressing issues and implementing effective solutions.
- Follow through with client requests to resolve problems.
- Develop strong relationships with key clients, ensuring their needs are met consistently and promptly.
- Boost customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Take ownership of customer issues and followed problems through to resolution.
- Enhance customer satisfaction by streamlining support processes and implementing new strategies.
- Collaborate with upper management to improve customer service processes and support structures company-wide.
- Actively listen to customers, handle concerns quickly.
- Researched and corrected customer concerns to promote company loyalty.
- Facilitate clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Maintain da detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Optimize workflow processes to maximize efficiency while maintaining an unwavering commitment to client satisfaction.
- Increase team productivity by providing ongoing training and support.
- Increase efficiency in handling customer inquiries by implementing advanced CRM system.
- Design incentive programs to motivate staff and improve service levels.
- Collaborate with sales teams to develop tailored solutions for prospective clients, resulting in increased revenue generation opportunities and positive cash flow.
- Improve team morale by establishing recognition program for exceptional "second mile" service.
- Develop new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
- Boost customer retention rates through personalized follow-up strategies.
- Leverage data and analytics to make informed decisions and drive business improvements.
- Oversee day-to-day operations.
- Streamline operations by analyzing and improving existing workflows.
- Implement new systems successfully leading to improved operations.
- Assist with the establishment of KPIs, tracking progress, and making necessary adjustments to meet objectives.
- Generate weekly reports detailing KPIs and operational data.
Property Manager
Steo Properties, LLC.
10.2021 - Current
- Enhance tenant satisfaction by promptly addressing concerns and resolving issues in a timely manner.
- Coordinate with maintenance staff to ensure timely completion of repairs, minimizing downtime for tenants and maintaining property aesthetics.
- Oversee lease agreements from inception to termination, ensuring compliance with local regulations and protecting the interests of both landlords and tenants.
- Manage multiple properties simultaneously, coordinating efficient allocation of resources and streamlining communication channels to maintain high levels of operational excellence.
- Follow up on delinquent tenants and coordinate collection procedures.
- Maintain positive landlord-tenant relationships, ensuring clear communication and prompt resolution of any disputes.
- Monitor timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
- Streamlined rent collection processes, reducing late payments and improving overall revenue generation.
- Increased property occupancy rates by effectively marketing available units and conducting thorough tenant screenings.
- Introduced prospective tenants to types of units available and performed tours of premises.
- Monitored market trends closely, adjusting rental rates accordingly to remain competitive within the regional market landscape.
- Conducted thorough tenant screenings to ensure reliable and respectful tenant base.
- Maintain rigorous compliance with all housing laws and regulations, avoiding potential legal issues.
- Collect and maintain careful records of rental payments and payment dates.
Peer Recovery Specialist
Voices of Hope - Maryland
08.2019 - 10.2021
- Operated the Cecil Addiction Treatment Coordination Hotline and managed approximately 30 calls a day
- Coordinated Treatment with mental health and substance abuse facilities
- Facilitated recovery support groups and provided harm reduction services
- Member of the fundraiser committee
- Coordinated fundraisers
- Provided community resources to individuals struggling with mental health and substance abuse disorders
- Developed resource materials such as tip sheets, educational handouts, or referral guides to assist clients throughout their journey toward lasting recovery.
- Coordinated closely with clinical staff regarding updates on client progress or concerns that may require additional intervention or support.
- Provided guidance to clients in developing personalized relapse prevention plans, increasing success rates and long-term stability.
- Enhanced client recovery by developing and implementing individualized peer support plans.
- Provided crisis intervention services when needed, preventing relapse and promoting continued growth in recovery.
- Supported clients in navigating social services systems to ensure access to necessary resources for successful recovery.
- Established trusting relationships with clients through empathetic listening, understanding, and genuine connection during one-on-one sessions.
- Increased client engagement with treatment programs by facilitating group sessions and workshops.
- Documented client interactions accurately and diligently, ensuring proper tracking of progress over time.
- Participated in ongoing training opportunities to stay current with industry trends and enhance professional expertise as a Peer Recovery Specialist.
- Educated family members on addiction, mental health, and recovery principles to build a supportive environment for clients.
- Connected clients with community resources and services, fostering a strong support network for sustained recovery.
- Conducted regular check-ins with clients, monitoring progress and addressing any barriers to recovery.
- Supported clients with compassionate, empathetic face-to-face counseling.
- Maintained client confidentiality and adhered to HIPAA guidelines.
- Improved relapse prevention rates with targeted recovery program mentoring.
- Listened to clients' concerns and provided encouragement and support.
- Provided emergency response in crisis situations to diffuse tensions and prevent violence.
Stays at Home Mother
Self-employed
11.2012 - 12.2019
Mortgage Loan Officer Assistant
Net Equity Financial
06.2009 - 11.2011
- Continuously expanded knowledge of various mortgage products and lending guidelines to provide clients with the best possible solutions for their needs.
- Managed a pipeline of mortgage applications, maintaining accuracy and prioritizing urgent cases.
- Supported loan officers with application processing, ensuring timely completion for quicker decisions.
- Answered inquiries and provided superior customer service to clients.
- Communicated with customers daily to request information and complete paperwork.
- Assisted in resolving customer complaints, following procedures to find mutually beneficial solutions.
- Communicated acceptance or rejection to applicants via mail, email, telephone or personal consultations.
- Managed the Inside Sales pipeline, ensuring a steady flow of qualified leads for the sales team to close deals effectively.
- Coordinated closely with inside sales representatives to follow up on leads generated from various marketing initiatives effectively.
Marketing Assistant
Integrity Realty Group, LLC.
01.2007 - 06.2009
- Proofread marketing collateral ahead of printing to eliminate errors.
- Streamlined marketing processes, optimizing efficiency through the use of project management tools and software.
- Organized and executed promotional events to strengthen community relations and brand awareness.
- Coordinated trade show presence, ensuring effective representation at industry events to generate leads and increase brand visibility.
- Input new data, updated old records and cross-checked information to keep marketing database up-to-date.
- Boosted email campaign success, crafting compelling newsletters that improved open and click-through rates.
- Assisted in planning and implementation of loyalty programs, fostering stronger customer relationships and repeat business.
Education
Bachelors - Business Administration
University of Phoenix
Baltimore, MD01.2008
Associates - Healthcare Administration
Axia College
Baltimore, MD01.2006
Medical Assistant Certification -
Medix
Towson, MD01.2002
General Studies -
Bel Air High School
Bel Air, MD01.2001
Skills
- Integrity
- Dependability
- Critical Thinking
- Computer proficiency
- CRM proficiency
- Empathy
- Communication
- Problem-solving
- Active Listening
- Leadership
- Customer service
- Database management
- Customer service-focused
- Business development
- Team collaboration
- Multitasking and organization
Awards
Top Team Member Quarter 2 -2022 Your Home Sold Guaranteed Realty
Top Team Member Quarter 1 -2023 Your Home Sold Guaranteed Realty
Top Team Member Quarter 1- 2025 Your Home Sold Guaranteed Realty
Certification
Medical Assistant
Early Childhood Teacher
Peer Recovery Specialist
Timeline
Property Manager
Steo Properties, LLC.
10.2021 - Current
Customer Service Manager & Operations
Your Home Sold Guaranteed Realty
10.2021 - Current
Peer Recovery Specialist
Voices of Hope - Maryland
08.2019 - 10.2021
Stays at Home Mother
Self-employed
11.2012 - 12.2019
Mortgage Loan Officer Assistant
Net Equity Financial
06.2009 - 11.2011
Marketing Assistant
Integrity Realty Group, LLC.
01.2007 - 06.2009
Bachelors - Business Administration
University of Phoenix
Associates - Healthcare Administration
Axia College
Medical Assistant Certification -
Medix
General Studies -
Bel Air High School
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