Jessica Cash
Summary
I'm P&C licensed in all states with 11 years of experience working in the pet insurance industry. Committed to providing superb customer service efficiently and courteously. Proficient in processing new accounts and explaining new services and products to interested customers.
Overview
9
9
years of professional experience
Work History
Fetch Retention Agent
Fetch Pet Insurance
04.2024 - 09.2024
- Managed high call volume while maintaining a professional demeanor, resulting in positive feedback from customers.
- Utilized CRM systems to track interactions with customers, allowing for more personalized service in future engagements.
- Participated in regular team meetings, contributing valuable insights for process improvement strategies.
- Prevented potential account cancellations by addressing customer complaints effectively and efficiently.
- Increased client retention rates through personalized service and relationship building.
- Educated customers about product features and benefits during retention efforts, increasing their understanding of value propositions.
QA Coordinator
IPG
09.2023 - 02.2024
- Entered data, generated reports, and produced tracking documents.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed..
- Collaborated with IT to develop user-friendly project management tool, streamlining project tracking and reporting.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
Training Coordinator
IPG
10.2017 - 09.2023
- Maintained accurate records of employee participation in training events, tracking progress towards learning objectives.
- Collaborated with department managers to design customized training plans aligned with organizational goals.
- Coordinated logistics for training events, including scheduling facilities, securing necessary equipment, and managing participant registration.
- Provided ongoing coaching and mentoring support for employees seeking professional growth and development.
- Delivered high-quality classroom instruction using a variety of teaching methods tailored to individual learning styles.
- Facilitated communication between trainers and participants before and after sessions to ensure clear expectations and follow-up support were provided as needed.
- Streamlined onboarding processes for new hires, resulting in reduced time to full productivity.
- Tailored training methods to suit remote work environments, enhancing participation and knowledge retention among virtual teams.
- Created and oversaw all training programs for operations.
Customer Service & Sales Associate
IPG
07.2015 - 10.2017
- Overseeing daily operations, managing staff, ensuring all agents are following compliance protocol, developing strategies to improve training experience and agent goals, and providing exceptional sales and customer service interactions
- Implemented new training procedures and software that improved agent experience and streamlined operations
- Successfully led and trained agents to exceed goals and metrics while maintaining excellent customer satisfaction scores
Education
High School Diploma -
Continental Academy
Skills
- Call center experience
- Cross-selling techniques
- De-Escalation Techniques
- Customer satisfaction measurement
- Retention Strategies
- Client Relationship Building
Leadership Experience
Successfully led and trained agents to exceed goals and metrics while maintaining excellent customer satisfaction scores.
Communication Skills
Implemented new training procedures and software that improved agent experience and streamlined operations.
Roles And Responsibilities
- Overseeing daily operations
- Managing staff
- Ensuring all agents are following compliance protocol
- Developing strategies to improve training experience and agent goals
- Providing exceptional sales and customer service interactions
References
- Joclyn Kocher, 330-575-3458
- Sharina Patterson, 330-575-1495
- Jennifer Ramirez, 847-530-2509
Timeline
Fetch Retention Agent
Fetch Pet Insurance
04.2024 - 09.2024
QA Coordinator
IPG
09.2023 - 02.2024
Training Coordinator
IPG
10.2017 - 09.2023
Customer Service & Sales Associate
IPG
07.2015 - 10.2017
High School Diploma -
Continental Academy