Hi, I’m
Kari Jessen
Virginia Beach,VA
Overview
19
years of professional experience
Work History
Goodman Home Solutions
Director of Customer Experience
02.2022 - 04.2025
Job overview
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Continually maintained and improved company's reputation and positive image in markets served.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Implemented company policies and procedures for professional, cohesive customer care.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Developed customer service initiatives to improve performance and uplift satisfaction scores.
- Optimized territory assignments and capacity for 50 technicians nationwide to ensure prompt support delivery
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Defined clear targets and objectives and communicated to other team members.
- Developed detailed plans based on broad guidance and direction.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Virginia State Police
Dispatcher Senior
08.2016 - 02.2022
Job overview
- Provide training and guidance to more than 10 dispatchers.
- Monitored and tracked dispatch communication systems.
- Answer calls for service and dispatch first responders as appropriate. Coordinate services of external agencies, including other law enforcement agencies, emergency medical services, and fire services.
- Maintained updated and detailed records of calls in physical and electronic database.
City of Virginia Beach
Public Safety Emergency Telecommunicator
02.2008 - 08.2016
Job overview
- Answered more than 1000 phone call monthly, from both emergency and non emergency lines
- Leveraged radio, telephone and computerized and electronic equipment to dispatch law enforcement, fire or medical assistance units to scene of emergency.
- Adapted and modified standard techniques, procedures and criteria to solve complex problems.
- Mentored and trained new dispatchers for success
Department of the Navy
Police Officer
07.2006 - 02.2008
Job overview
- Patrolled assigned areas to prevent and detect roadway crimes.
- Conducted witness interviews and gathered details regarding incidents to determine best course of action.
- Investigated and reported crimes, accidents, offenses, and damage to property.
- Apprehended offenders and conducted interviews and interrogations.
Summary
Dynamic customer experience leader with a proven track record at Goodman Home Solutions, excelling in complaint resolution and enhancing satisfaction scores. Skilled in critical thinking and organizational management, I drive initiatives that uplift service quality and foster collaborative teamwork, ensuring operational excellence and a positive brand image.
Education
Roanoke CollegeSalem, VA
Bachelor of Arts from Criminal Justice And Political Science
05-2006
Skills
- Effective complaint resolution
- Meticulous attention to detail
- Critical thinking ability
- Informed decision-making
- Strong organizational abilities
- Effective time management
- Proficient in managing multiple tasks
- Proficient in computer applications
- Proficient in active listening
- Excellent communication
- Customer relationship management
- Collaborative teamwork
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
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Timeline
Director of Customer Experience
Goodman Home Solutions
02.2022 - 04.2025
Dispatcher Senior
Virginia State Police
08.2016 - 02.2022
Public Safety Emergency Telecommunicator
City of Virginia Beach
02.2008 - 08.2016
Police Officer
Department of the Navy
07.2006 - 02.2008
Roanoke College
Bachelor of Arts from Criminal Justice And Political Science
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