Jessie Petty
Summary
Ambitious internal trainer with a wide background of customer service experience as well as technical support experience. I have the proven ability to mentor and develop new relationships to boost efficiency and surpass goals that are assigned, as well as troubleshoot technological problems. I am passionate about building strong teams while creating a vibrant, fast-paced learning work environment to achieve the highest level of productivity.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Referral and Services Trainer
BigCommerce
10.2021 - 12.2022
- Created internal e-learnings through Articulate/Rise 360 and collaborated with stakeholders on services offered at BigCommerce to ensure accurate training information
- Created internal videos for training on BigCommerce services using Camtasia
- Tested functionality of a new system rollout to all of the CSS organization at BigCommerce
- Helped Customer Success Managers in the month of March 2022 reach $1.2M for additional services sold to merchants
- Listened to calls to see where cross-sell opportunities could have been mentioned to merchants
- Created internal documents for services/solutions to be used by all of the CSS organization
eCommerce Growth Coach
BigCommerce
10.2019 - 10.2021
- Trained merchants on the functionality of the platform and walked them through how to best optimize their site for their products
- Researched and delivered information regarding Search Engine Optimization and Conversion Rate, as well as performed audits
- Optimization of merchants sites
- Onboarded new members of the team and walked them through how to deliver platform information to merchants
- Edited internal documents for the team to use when speaking to merchants
Technical Support Representative
BigCommerce
04.2019 - 10.2019
- Serving as the first point of contact for ecommerce merchants needing help with billing requests,
- DNS settings and general troubleshooting issues on their ecommerce store
- Drove sales for BigCommerce as customers called in with bottleneck issues, I was able to be thesolution provider and offer software/services provided by the company to streamline customerwebsites and boost efficiency
- Display high levels of professionalism and recurring interactions with departments inside and outsidethe CSS organization
- Respond to customer product and service inquiries via phone, live chat session or CRM ticket
Education
University of Central Arkansas
University of Arkansas, Fayetteville
Fayetteville, ARSkills
- Proven Leadership Ability
- Ecommerce & SaaS Specialist
- Cross-sell/Upsell Specialist
- 5 Years in a Customer Relationship Role
- Demonstrated Ability to Mentor New Associates
Accomplishments
In February of 2019 while working at Arvest Bank, I was selected by the Regional Manager of the Contact Center to pilot a Talk Time Program where I monitored representatives calls weekly for four weeks. I listened in on specific calls over a predetermined amount of time to find areas where the call could have been resolved in a more efficient manner. I then held meetings with those representatives to talk about statistics and strategies to use to improve their talk time. This project showed a sudden boost in efficiency from the representatives that were involved in the program.
Certification
Certified in Internal Training from ATD in October of 2021.
Timeline
Referral and Services Trainer
BigCommerce
10.2021 - 12.2022
eCommerce Growth Coach
BigCommerce
10.2019 - 10.2021
Technical Support Representative
BigCommerce
04.2019 - 10.2019
University of Central Arkansas
University of Arkansas, Fayetteville
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