Jessica Coplin Email & Phone Number

Bucksport, Me, Us

San Marcos, Tx

In my most recent position, I perform training needs analysis, analyze & assess curricula, and generate valid assessments correlating to course learning objectives. Furthermore, I ensure training schedules with minimal impact to operations and present Quality Checks (QA) to certify process adherence while determining training gaps & improvement opportunities. I also adapt quickly to changing training & work environment and schedule to ensure tasks being completed within designated deadlines as well as anecdotal-retain more agents out of training with higher customer satisfaction than other training managers. Key Contributions: • Utilized a variety of design models and methodologies to be provided via classroom-based delivery and delivered self-paced training through integration into a Learning Management System (LMS). • Acted as a Subject Matter Expert (SME) while working collaboratively with various cross-functional / technical teams to design, develop, and maintain training content.

San Marcos, Tx

In my previous role, I delivered and discussed organization information, opportunities, and benefits striving to maintain rapport. I also assessed job candidates via a consistent set of client / company based qualifications through interviewing via online meeting platforms, analyzing responses, and comparing to position requirements to ensure highest quality. Furthermore, I transfigured from only seeking out applicants online to an in-person (job fairs, et al) for lead generation. Key Contributions: • Publicized openings via traditional applicant marketing sources that included job fairs, colleges, and area living communities to recruit potential candidates. • Achieved staffing objectives and requirements successfully by devising effective recruitment plans designed to attract applicants.

Duties include: deliver friendly service and support to customers primarily over inbound calls and/or chats; Represent our clients in a positive, professional, and ethical manner while working to exceed customer and company expectations; Identify customer needs in conversation to match needs with available products and diplomatically handle interactions with potential customers for additional services; Interact with customers to provide, process, and prioritize information in response to inquiries, concerns, and requests about products and services; Achieve established sales goals; Obtain customer’s information and maintain appropriate security measures for information; Diagnose and resolve technical hardware and software issues involving general internet connectivity troubleshooting, application based email support, as well as wireless and antivirus/firewall configurations in a timely manner; Research required information using available resources; Follow provided processes and procedures; Identify and escalate priority issues per client specifications; Accurately process and record call transactions using the designated tracking software; Stay current with system information, changes and updates; Manage time effectively in order to obtain performance criteria objectives.

Duties include: perform security patrols of designated areas on foot; watch for irregular or unusual conditions that may create security concerns or safety hazards; be ready to sound alarms or call police or fire department; warn violators of rule infractions; permit authorized persons to enter property; monitor all entrances and exits; observe departing personnel to protect against theft of company property; investigate and prepare reports on accidents, incidents, and suspicious activities; provide assistance to customers, employees, and visitors in a courteous and professional manner.

Duties include: provided customer service in a retail environment; opened customer accounts; maintained customer database; inventory control; researched, designed and executed seminars/lectures, using print and online journal sources, on a variety of traveling/static exhibits; led tours; engaged visitors in dialogues concerning each exhibit; ensured safety while encouraging educational growth.

Duties include: self-directed liaison between customer, employee and the company; customer service to include product service information; resolved product and service problems; attract potential customers using aesthetically pleasing displays; recommend potential products or services with an analysis of customer's needs and collected information; trained store employees on mechanics and benefits of new products; inventory control to include consolidation, tracking, and upgrading of stock.

Google It Support Professional Certificate (In Progress)

Bachelor'S Degree, Security Management

Associate Of Science (A.S.), Biology/Biological Sciences, General

National Dean's List | Phi Theta Kappa International Honor Society