Jeri Cinnamon Email & Phone Number

King Of Prussia, Pennsylvania, United States

• Vertex, Inc. (VERX) has been the leader in tax automation for over 40 years, serving more than 4,000 customers globally. Our comprehensive tax software, content, and services simplify the growing complexities of global.
• Performance Evaluation and Monitoring
• Targeted QA
• Trend analysis
• Root-Cause-Analysis
• AI and sentiment analysis

• As a Senior Lead, I lead 10-15 customer experience (CX) professionals, helping to guide the shift from BPO to in-house service. Promoted to senior role within 30 days due to significant contributions. My key.
• Process Optimization: Developed and refined processes and procedures, enhancing workflow efficiency and team scalability.
• Policy Revamp: Updated the attendance policy and introduced a new tracking system to improve agent adherence and behavior.
• Performance Dashboards: Created and managed agent and management performance dashboards using Zendesk Explore, facilitating real-time performance management and employee development.
• Training Material Development: Produced training resources for remote, asynchronous onboarding to support our rapid growth.
• Reporting Automation: Automated report generation, replacing manual tasks with efficient spreadsheet formulas for enhanced productivity.

• Crafted and established Standard Operating Procedures (SOPs) for new processes, pinpointing and bridging resource gaps to enhance agent support.
• Introduced efficient workflows that cut navigation and load times by 3-5 minutes for each contact.
• Skillfully managed and de-escalated high-tension escalations, providing crucial support to junior agents.

Boston, Massachusetts, United States

• Subject Matter Expert for three Lines of Business (LOBs): Direct Enterprise, Direct Starter, and Delivery as a Service. Key Responsibilities:
• Quality Program Development: Autonomously designed and implemented quality programs aligning operational goals with quality standards, including rubric creation and QA requirement redesign to improve operational.
• Agent Coaching & Training: Delivered one-on-one coaching to elite agents and developed diverse training materials, establishing a "Gold Standard" in customer support.
• Knowledge Management: Acted as the lead contributor and moderator for the internal knowledge base, ensuring accurate and accessible support content.
• Quality Alignment: Led grading alignment and dispute resolution with offshore partner teams, maintaining strong, communicative relationships.
• Calibration Sessions: Directed calibration sessions with partner and internal QA leadership to standardize quality assessments.Notable Contributions:⁃ SOP Overhaul for Delivery as a Service: Rewrote SOPs to rectify.

Boston, Massachusetts, United States

• Quality assurance for our most intricate lines of business, ensuring exceptional service standards through meticulous weekly grading, calibration with fellow analysts for consistency, and the continuous enhancement of.
• Performance Analysis: Leveraged agent performance data to uncover trends, pinpointing areas for improvement in performance, resources, and processes.
• Targeted Coaching: Delivered personalized coaching focusing on both subject matter expertise and soft skills enhancement.
• Collaborative Alignment: Partnered with department leaders and analysts, staying abreast of updates and trends to align our efforts.
• Training Integration: Worked closely with the Training Department to synchronize training content with internal resources and quality benchmarks.
• Knowledge Management: Managed our internal knowledge base on Confluence, updating and curating content to reflect the latest in process improvements, skill-building techniques, and departmental standards.

Boston, Massachusetts, United States

• At Grubhub, during the launch of strategic Lines of Business (LOBs) like Direct Starter, Direct Enterprise, and Delivery as a Service (DaaS), I was part of a select team tasked with shaping the future of these.
• Led with a deep sense of ownership, driving the vision for DaaS|Direct in alignment with our mission.
• Fostered cross-departmental partnerships, working with engineering, web design, partner support, and more to enhance our service offerings.
• Mentored junior agents and led diverse projects, reinforcing our commitment to growth and excellence.Notable Contributions:⁃ Authored SOPs and policies to meet operational demands, meticulously documenting them in our.

Boston, Massachusetts

• As a Senior Escalations Specialist, I handled high-level escalations, adeptly resolving a broad spectrum of complex issues for restaurants and customers.Key Responsibilities:
• Complex Issue Resolution: Investigated and solved intricate problems across merchant support, user support, and technical support domains, including POS and integration errors, billing, UX/UI issues, and app bugs.
• Software Proficiency: Achieved expert-level proficiency in tools such as Zendesk, Salesforce, and JIRA, alongside foundational SQL and Postman skills.
• Collaboration with Brand Managers: Worked closely with Technical Brand Managers for merchant onboarding and issue triage.
• Escalation Management: Excelled in managing Tier 1 and Tier 2 escalations, specializing in emotional de-escalation and complex problem disentanglement.
• Performance Excellence: Consistently led in production, quality (100% over multiple months), and customer satisfaction (95%+ average).Notable Contributions:⁃ Mentorship: Leveraged deep knowledge and leadership passion.

Newton, MA

• In my capacity as a Personal Lines Account Manager, I oversaw and nurtured a portfolio of both personal and commercial property and casualty insurance policies. Key Responsibilities:
• Policy Management: Expertly managed policy renewals and engaged in writing and selling new policies, ensuring clients received comprehensive coverage tailored to their needs.
• Client Support: Streamlined the inspection and claims filing process, providing clients with seamless support during critical times.
• Consultation: Offered personalized consultations to clients, advising on appropriate coverage options to safeguard their assets effectively.
• Compliance: Maintained Property & Casualty (P&C) licensing, ensuring strict adherence to all regulatory filing requirements.
• Business Growth: Drove retention and business expansion through strategic cross-selling initiatives and by fostering a culture of referrals.My focus on client satisfaction, coupled with a commitment to compliance and.

Boston, Massachusetts, United States

• As a Retention Lead, I spearheaded a dedicated team focused on enhancing customer retention through targeted "win-back" initiatives and strategic cross-selling. Our efforts centered on:
• Performance Analysis: Conducted thorough reviews of outbound calls to identify reasons behind acquisition challenges and retention shortfalls, utilizing root cause analysis for deeper insights.
• Quality Improvement: Addressed and rectified quality errors, minimizing risk exposure for both client carriers and our company.
• Strategy Development: Crafted sales strategies, coaching techniques, training materials, and quality assurance standards aimed at elevating customer retention and satisfaction, thereby bolstering long-term business.
• Retention Playbook Creation: Devised a comprehensive policy retention playbook, significantly reducing customer attrition and optimizing sales processes for better efficiency and effectiveness.
• High Sales Achievement: Achieved an impressive sales volume of 50-60 policies per month, demonstrating exceptional sales prowess.

Bachelor'S Degree, English / Business Communications, 3.9 Gpa

Summa cum laude

Secondary Education And Teaching