Jessa Taylor Email & Phone Number

United States

United States

Tampa/St. Petersburg, Florida Area

• Acted as a consultative account manager for high-priority and high-volume business clients throughout their lifecycle. This includes a verification process, comprehensive onboarding, product training based on the.
• Managed escalated business cases, preventing official complaints in a regulated financial institution environment.
• Active engagement cross-functionally to resolve cases and execute product related projects (i.e. payment operations, compliance, product, engineering, developers).
• Contributed as a leader during business support team meetings discussing updates, SLAs, OKRs and KPIs.
• Known as the business support team’s problem solver; can diagnose and troubleshoot complex cases quickly and efficiently.
• Coordinated multiple projects related to internal operations and scaling, customer-facing materials, product improvements, beta programs, and new feature rollouts.

• Established and led the first business support team, contributing significantly to its growth and success.
• Managed the business inbox queue to meet SLAs, handling high volumes of support contacts via email, chat, and phone.
• Collaborated with Product, Head of Support, and Compliance teams–streamlined onboarding UX, developed self-service help resources, created agent resources/SOPs, implemented automations, and integrated new tools.
• Mentored junior colleagues, facilitating their transition into the business support team.
• Implemented and led product and process training sessions; leading to the creation of specialized “champ” roles within the CS department. This structure enhanced expertise and operational efficiency, enabling more.
• Refined agent performance management and set new operational standards. Implemented new tools to optimize Quality Assurance, WFM, and team collaboration. Delegated tasks that evolved into dedicated roles for QA, WFM.

Tampa/St. Petersburg, Florida Area

• Temporary role involving 50% of my workload–Organized the structure for the Wise blog and developed SEO strategies that increased website rankings and organic traffic.
• Created blog topics and series for freelancers to write content for; crafted to drive traffic to articles that integrated how our service would save them money in each related process (i.e. “How to open a bank account.
• Reviewed and “SEO proofed” articles before publication; provided feedback to authors.

Tampa/St. Petersburg, Florida Area

• Maintained mastery of previous responsibilities while acting as a senior manager and problem solver in escalated and complex cases, taking ownership to ensure smooth resolution and regulatory compliance.
• Led projects to identify bottlenecks in the onboarding process for US business users, becoming the first business support team member.
• Utilized Looker (Business Intelligence tool) to identify trends, bottlenecks and collect data sets.
• Driver for business support department expansion projects, including promoting junior colleagues, implementing business specific tools and product training.
• Contributed to the development of customer self-service help resources (i.e. FAQ’s, blog content, email content) and internal agent resources.

• Acquired extensive product knowledge and deep understanding of payment and banking processes to assist customers via phone, email, and chat—in a dynamic, fast-paced startup environment.
• Stayed informed with daily product updates; identified and reported product bugs.
• Trained new employees through side-by-side training sessions, sharing expertise and best practices.
• Resolved escalated contacts from unhappy customers, regularly stepping into a managerial role in the absence of an official support manager.
• Took ownership of complex account issues and cases, collaborating with internal teams to ensure resolution.
• Worked closely with product teams and developers to implement platform improvements.

Tallahassee, FL

• Marketed and distributed independent films using various sources including social media to reach target audience.
• Promoted Cinedigm’s new app “CONtv” and participated in the app testing process.
• Collaborated with FSU’s film program to market and coordinate their annual event, Opening Nights Festival, screening Academy Award-winning director Louie Psihoyos’ newest film, “Racing Extinction.”
• Involved in a Kickstarter campaign that raised more than $45,000.
• Worked with industry professionals on latest trends.

Tallahassee, FL

• Scheduled, promoted and executed marketing campaigns and events that boosted sales and engaged the current 700+ residents of the 4 local apartment properties.
• Responsible for weekly marketing calendars, social media accounts, promotional purchases and client interaction.
• Negotiated prices with vendors to save company money.
• Formed and maintained local business relationships for sponsorship opportunities.
• Assisted leasing team with daily office operations.

Tallahassee, FL

• Managed daily office operations, social media accounts, record keeping and client support.
• Oversaw member communication to maintain member relationships.
• Involved in member recruitment and retention.
• Managed and collected member dues.
• Aided in-house event coordinator with venue negotiations, promoting, marketing materials, and registration, as well as the on-site execution of the events.
• Assisted in the planning and execution of conferences for clients and an annual 3-day convention event for 150+ attendees.

Tallahassee, FL

• Completed a wide range of tasks in a timely fashion including clerical duties.

Bradenton, FL

• Provided continuous excellent customer service and gained respect from members.
• Promoted new offers and products to members and guests to boost sales.