Overview
Work History
Education
Skills
Acknowledgement of Accomplishments
Timeline
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JESSICA L. OCHOA

Englewood,CO

Overview

2025
2025
years of professional experience

Work History

Office Administrator

AmWINS
09 2023 - Current
  • Complete daily walkthrough to ensure office space cleanliness and proper functioning, and individual employee concerns are proactively addressed.
  • Approach team building events, celebrations, and daily office activities creatively to uphold company culture.
  • Lead Local Ambassador Group diversity & inclusion education and activities for the office.
  • Support leadership in onboarding and offboarding process to facilitate a smooth transition for the employee and the team.
  • Cultivate good relationships with coworkers to help create a positive work environment.
  • Provide exceptional customer service to everyone in the office, including executives, clients, employees, and vendors alike.
  • Coordinate office events and meetings, ensuring timely execution and optimal scheduling for all participants.
  • Complete technical and office supply orders through several vendors.
  • Develop influential working relationships with our property management and building staff in order to increase rapport and priority treatment.
  • Manage coordination of meetings through MS Teams to ensure smooth operations and minimize conference room scheduling conflicts.
  • Troubleshoot in-house technical issues and directly communicate with a corporate-level IT executive about problems with industry-specific software.
  • Set up technical equipment, including ThinkPad and Dell docking stations; ThinkPad and Microsoft Surface laptops; HP Poly Voyager headsets; multiple monitors, and various Bluetooth devices.

Sr. Customer Care Representative

Rentokil-Terminix
01 2022 - 08 2023
  • Volunteer as an Early Adopter of Google Workspace during migration from Microsoft Outlook.
  • Successfully completed the 16-hour training course for commercial accounts, in order to alleviate the workload on our Commercial Team.
  • Currently handling both residential and commercial on a daily basis.
  • Top Sales on my team during February 2023, and exceeded all metrics for both Customer Service and Sales.
  • One of over 500 employees receiving a nomination for Employee of the Month for February 2023.
  • Maintained high CSAT scores (Customer Satisfaction Rating), which drives me to go the extra mile for customers each day.
  • Many of the irate customers that call have given me a good score for solving their problem.
  • Resolved customer problems, as evidenced in the percentage customers gave me in doing so.
  • In the first two weeks of November, I was given a total of 91.67%.
  • The metrics goal is 80%, of which I have exceeded over the course of my employment with Terminix.
  • Within four months after training, I ranked as the top performer on my team, and in the top third for the entire nationwide call center.
  • This was determined by the following metrics; Sales Per Call, CSAT Scores,
  • Utilization, Average Call Handling Time, and Percentage of CTV's.
  • Statistics show sales go down as we enter the month of November each year, due to the nature of the pest control industry.
  • November 1st to November 15th of 2022, my Sales Per Call was $10.06 with about 50 calls per day.
  • Continuing at this rate, I will end up generating about $500 in sales per day or roughly $8,000 per month for the company.
  • Designated Holiday hours are granted to those who excel at sales and customer service, as spaces are limited.
  • Volunteering to work on 2 holidays allowed me to continue to increase my sales and CTV's, and enjoy a more relaxed setting when customers would call in, as most of the local branches are closed.
  • Several different programs are utilized each day to complete calls (Five9/Microsoft Edge), optimize productivity and communication (Email/Google Chrome/MS Teams/(Computer) Sticky Notes/Snipping Tool), and to update customer accounts for each customer (Mission/DOS System).
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Logged call information and solutions provided into internal database.
  • Educated clients on account services and resolved client inquiries regarding statement information and account balances.
  • Described product highlights and benefits to help guide purchasing decisions.
  • Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.
  • Eliminated inefficiencies by educating and training new employees on best practices and customer care procedures.

Office Manager

The Joint Chiropractic (Franchise)
09.2021 - 11.2021
  • Guided operations remotely for 4 chiropractic clinics in Southern California at the same time as being the Lead Wellness Coordinator at the location in Apache Junction, AZ.
  • Made use of various means of communication, such as email, text, conference call websites, web-based chat rooms, FaceTime, and multi-line phone calls to motivate, coach, and encourage independence among employees
  • Urged employees to develop critical thinking and problem solving skills to create more efficient clinics
  • Dealt with upset and irate patients requesting extensive refunds and/or who had grievances, at home and in the clinic
  • Set an attainable goal to train employees to become sufficient in their duties as Wellness Coordinators, and achieved my goal in under two months.

Lead Wellness Coordinator

The Joint Chiropractic (Franchise)
06.2021 - 11.2021
  • Sold $20,317 in plans and packages in the first four months after helping open the Apache Junction clinic.
  • Ranked highest in sales for this location.
  • Achieved a 59% overall conversion rate during my employment at the Apache Junction clinic.
  • In charge of interviewing, hiring, and training new Wellness Coordinators.
  • Attended Corporate Webinar training sessions to stay up to date on recent improvements and promotions.
  • Coached both California and Arizona clinics to use Carbon, our online marketing and texting system, to bring in new patients daily and ultimately increase sales.
  • Calculated daily sales metrics based on the monthly goal and current stats including, sales, location conversion rate, number of plans and packages sold, number of new patients, total patient visits, active member growth (AMG), number of referral cards, dollar amount of past due ARB's (Automatic Recurring Billing) collected.

Wellness Coordinator/WC Trainer/Certified Trainer

The Joint Chiropractic (Corporate)
03.2019 - 06.2021
  • Third quarter of 2020, I achieved an overall Conversion Rate of 57.07%.
  • My sales computed to $20,120 out of a total of $39,906, or in other terms 50.42% of the sales were mine during this period of time at the Dana Park location.
  • Continue to develop relationships with patients and coworkers through effective communication.
  • Focus is on positivity and the five-step sales process, in order to achieve daily huddle goals.
  • Train new Wellness Coordinators, and as a Certified Trainer, teach future franchise owners from all over the United States how to effectively educate the Wellness Coordinators they hire.
  • Out of the twelve Corporate-owned locations, I oversaw nine.
  • My previous manager, Karina Belousova stated that I was, “taking control of [all] of the clinics that [I am] in and taking on full responsibility over the clinics.” She received several requests from Chiropractors I worked with to be the Wellness Coordinator at their clinics.
  • Volunteered with The Joint Chiropractic in 2019 at the Phoenix Children's Hospital 5k race in Downtown Phoenix, and later at the hospital itself setting up a table to bring awareness to Chiropractic care.
  • Led my team to achieving 5th place in the company-wide (500+ locations nationwide) social media contest.
  • My marketing efforts steered the Dana Park location towards partnerships with companies, such as Fuchsia Spa, Desert Financial Credit Union, Orange Theory, Nektar, and other nearby businesses and allow for both parties to benefit.

Catering Coordinator

Cafe Zupas
02.2017 - 03.2019
  • Effectively trained staff in groups and individually, on proper procedures, fast and friendly customer service, direct marketing, maintaining company fleet vehicles, computer programs, and time management.
  • Widened customer base through research, by maneuvering through Salesforce to monitor growth and observe and keep track of potential orders.
  • Successfully signed up 100% of Catering Customers for the Loyalty Program in my second week as Catering Coordinator and retained a minimum of 90% for eight months.
  • Put in charge of placing weekly orders through Willie Itule Produce Company and made sure all products were present when delivered.
  • Large Catering orders were placed by clients that had parties, such as the Apple Store wanting over 100 box lunches by the time we opened for business.
  • This required me to create a timeline and communicate well with the staff, as to be able to deliver the lunches on time.
  • We were able to fulfill our promise to the customer.
  • Quickly lifted heavy boxes and products daily.
  • Marketed to businesses within this location's boundaries to increase revenue.
  • Ranking third in management, I was asked by my Regional Manager to coach and direct a new Operating Partner (similar to a General Manager) on his occupational duties.

Education

Bachelor of Science - Agribusiness

Arizona State University

Skills

  • Facilitator
  • Creative Abilities
  • Managerial Experience
  • Excel at Customer Service
  • Multi-tasker
  • Microsoft 365 including Teams & SharePoint
  • Flexible
  • Self-Taught on AXIS & Feenics Software
  • Expense Reports (Concur Online Software)
  • Industry Specific Software
  • Multiple Monitors
  • Conference Room Software
  • Office Ordering & Inventory Keeping
  • Quick Learner
  • Tech Savvy
  • Office Event Planning
  • Outgoing Personality
  • Administrative Duties
  • Go-Getter
  • Solution Finder
  • Diligent Worker
  • Decision-Maker

Acknowledgement of Accomplishments

  • Volunteer Member of the Local Ambassador Group (Diversity & Inclusion)- AmWINS
  • Paragraph to recognize my performance in the Regional Newsletter 2024- AmWINS
  • Employee of the Month Nomination-Rentokil Terminix
  • Top Performer- Rentokil Terminix
  • Successfully set up, organized, started the new Apache Junction Clinic, and brought in new clientele-The Joint Chiropractic (Franchise)
  • Excellent Google Reviews with me specifically mentioned- The Joint Chiropractic (Corporate & Franchise)
  • Lead Wellness Coordinator (WC2)- The Joint Chiropractic (Corporate)
  • Certified Trainer for Future Franchise Owners-The Joint Chiropractic (Corporate)
  • Wellness Coordinator Trainer- The Joint Chiropractic (Corporate)

Timeline

Office Manager

The Joint Chiropractic (Franchise)
09.2021 - 11.2021

Lead Wellness Coordinator

The Joint Chiropractic (Franchise)
06.2021 - 11.2021

Wellness Coordinator/WC Trainer/Certified Trainer

The Joint Chiropractic (Corporate)
03.2019 - 06.2021

Catering Coordinator

Cafe Zupas
02.2017 - 03.2019

Office Administrator

AmWINS
09 2023 - Current

Sr. Customer Care Representative

Rentokil-Terminix
01 2022 - 08 2023

Bachelor of Science - Agribusiness

Arizona State University

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JESSICA L. OCHOA