Hi, I’m
Jessica Jillson
Bellefontaine,OH
Summary
Metrics centered, calibrating-oriented, well-versed in both qualitative/quantitative analysis techniques, enthusiastic and empowering employee who thrives from opportunities to educate others and celebrate success.
Overview
7
years of professional experience
1
Certification
Work History
Teleperformace
Quality Assurance Lead
01.2021 - 02.2023
Job overview
- Established metrics, applied industry best practices and developed new tools and processes.
- Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement.
- Directed day-to-day quality assurance department activities, establishing rapport with team members to facilitate effective communication and coordination.
- Used SQL to validate test results and recommend corrective actions.
Alorica
Arbitration Specialist
04.2020 - 01.2021
Job overview
- Researched and documented vehicles repair history.
- Researched warranty parameters on vehicle,special coverages, and recalls on specific vehicle.
- Open and maintained line of communication with both dealership and customer to best understand the customer and vehicles concerns.
- Main objective is customer retention by exploring all avenues to repair and remedy both vehicle and relationship with customer.
- Explaining why or why not vehicle is not able to be covered in each specific case.
- If unable to satisfy customer with case facts that support goodwill or buyback, then we will prepare for arbitration.
- Arbitration requires defense for GM where one will be explaining case facts as to why we do not support a buy back for this vehicle and providing all research and vehicle history we have gathered.
Alorica
Quality Analyst
04.2020 - Current
Job overview
- Monitored inbound and outbound calls made by employees to provide constructive feedback.
- Crafted training materials and ran on-boarding sessions to train incoming team members.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Developed and maintained quality assurance procedure documentation.
- Administered internal surveys and tabulated results to increase visibility.
- Participated in weekly meetings with multiple business units.
- Provided regular updates to team leadership on quality metrics, communicating consistency problems or production deficiencies with quality and production leadership.
Alorica
Tier 2 Customer Service (CAC)
02.2018 - 12.2020
Job overview
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
- Entered customer interaction details in Siebel to track requests, document problems and record solutions offered.
- Consulted with outside parties to resolve discrepancies and create effective solutions.
- Liaised with customers, management at dealership, and GM field to better understand customer needs and recommend appropriate solutions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
Alorica
ADR Advisor
01.2020 - 03.2020
Job overview
- Anticipated responses and prepared clear and articulate answers..
- Produced detailed reports outlining key issues and proposed solutions.
- Managed multi-line phone system with over 20 incoming calls each day, directing individuals to desired personnel and providing general information about operations.
- Applied superior negotiation, communication and conflict management skills to facilitate effective discussions.
- Maximized team knowledge and productivity by effectively training, monitoring and directing employees in application of best practices and regulatory protocols.
- Cultivated and strengthened relationships with new clients and educated clients on account services and capabilities.
- Worked with Better Business Bureau in unison to determine lemon law eligibility of customers.
- Used state specific laws to determine Lemon Law eligibility for customers.
Premium Wireless
Sales Administrative Assistant
03.2016 - 02.2018
Job overview
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information.
- Provided administrative services, including phone and email correspondence, making copies and handling incoming and outgoing mail and faxes.
- Liaised with vendors to order and maintain inventory of office supplies and to obtain most cost-effective pricing.
- Answered questions and addressed, resolved or escalated issues to management personnel to satisfy customers.
- Liaised between clients and vendors and maintained effective lines of communication.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Education
Central Texas CollegeKilleen, TX
from General
12.2024
University Overview
- Continuing education in Business.
Nancy J. Knight School of NursingBellefontaine, OH
from Licensed Practical Nursing
05.2009
University Overview
- Relevant CourseworkLPN
- Professional Development: LPN
Ohio Hi-Point Adult And Continuing EducationBellefontaine, OH
High School Diploma
08.2004
University Overview
- Honor Roll
- Completed AP course in Marketing/sales
- Professional Development: Marketing
Indian Lake High SchoolIndian Lake Ohio
High School Diploma
05.2004
University Overview
- Graduated in Top % of Class
- Awarded writing scholarship
- Member and blue ribbon placer in Art club
Skills
- Correction action planning
- Materials inspection
- SQL understanding
- Data Analysis
- Calibration
- Root Cause Analysis
- Process Improvement
- Training implementation
- Ability to monitor
- Quality Improvement
- Technical troubleshooting
- Data interpretation
- Training Implementation
- Audit Processes
- SOP Development
- QA Methodologies Mastery
- Software Quality Assurance Knowledge
- Training Material Development
- QC Investigations
- Cause and Effect Analysis
- Defect Logging
- Business Requirements Documents (BRDs)
- Monitoring Data Quality
- Call Monitoring Feedback
- Write Technical Reports
- Special Assignments
- Production Monitoring and Assessment
- Customer Care
- Analytics and Metrics
- Best Practices and Tools
- Team Meetings
- Daily Logs
Certification
- ServSafe
- First Aid/CPR Certified
- Customer Service Certification Specialist
- Tier 2 Customer service representative
- OSHA Certified
- Janitorial Certification
- Hospitality Worker
- QTC - Quality Technician Certification
Timeline
Quality Assurance Lead
Teleperformace
01.2021 - 02.2023
Quality Analyst
Alorica
04.2020 - Current
Arbitration Specialist
Alorica
04.2020 - 01.2021
ADR Advisor
Alorica
01.2020 - 03.2020
Tier 2 Customer Service (CAC)
Alorica
02.2018 - 12.2020
Sales Administrative Assistant
Premium Wireless
03.2016 - 02.2018
Central Texas College
from General
Nancy J. Knight School of Nursing
from Licensed Practical Nursing
Ohio Hi-Point Adult And Continuing Education
High School Diploma
Indian Lake High School
High School Diploma
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