Jessica Ecker Email & Phone Number

Leads a dynamic team responsible for ensuring the seamless integration of IT solutions across all operational facets of the organization. Provides strategic oversight of infrastructure management, cybersecurity, and cloud services, while fostering innovation and efficiency in IT processes. A key responsibility includes driving initiatives to maintain HIPAA and SOC2 compliance, ensuring that all IT systems adhere to the highest standards of security and privacy. Works closely with cross-functional teams to ensure that IT systems not only meet the current needs of the business but are also scalable for future growth. Focuses on delivering robust, secure, and cost-effective technology solutions that support MedVA's mission of connecting skilled Virtual Assistants with medical clinics nationwide.

Remote

Led and developed a team of HR professionals, spearheading all aspects of HR management and compliance for the workforces in both the US and Canada regions. Successfully navigated complex employee relations issues, ensuring a positive and inclusive work environment. Played a pivotal role in driving global HR initiatives and projects, notably implementing a bi-annual performance appraisal process to enhance employee performance and development. Throughout my tenure, I guided the organization through significant changes, including a merger/acquisition, multiple rounds of reductions in force, and business closures, demonstrating adaptability and strategic leadership.

Collaborated closely with various departments, including Operations and Training, to provide expert guidance on performance management, employee investigations, employee relations concerns, and employee terminations. Performed essential administrative tasks, such as responding to unemployment insurance claims and updating HRIS records. Optimized and developed essential business processes, notably streamlining the internal employee investigations process. Through meticulous attention to detail and a deep understanding of HR best practices, I ensured the organization's compliance, employee satisfaction, and smooth resolution of workplace issues.

Led and supervised teams of up to 25 call center agents, representing various clients and tenants. My primary focus was on driving key performance indicators (KPIs) and overall team performance to achieve exceptional results. By fostering a positive remote team environment, I encouraged collaboration, motivation, and continuous improvement, empowering my teams to deliver outstanding customer service, and contributing to the overall success of the Solutions Center.

Equipped newly hired employees with the necessary skills and knowledge to confidently handle customer calls in a dynamic production environment. With a focus on various roles and client tenants, I facilitated engaging and effective classroom training sessions for up to 50 learners at a time. Through efficient classroom management and tailored instruction, I ensured that each individual received the guidance and support needed to excel in their responsibilities, ready to deliver exceptional service in their roles.

Guided and mentored newly hired employees in transitioning from classroom training to confidently handling customer calls in a fast-paced production environment. By providing continuous coaching and constructive feedback, I empowered them to excel in communication, problem-solving, and customer service, contributing to their professional growth and success in the role.

Processed inbound, customer phone calls relating to a wide variety and scope of issues for a major telecommunications provider client.

Computer And Information Systems Security/Information Assurance

Activities and Societies: Phi Theta Kappa Honor Society

Technical Degree, Information Technology

Activities and Societies: National Technical Honor Society, Salutatorian - Class of 2007

Education record

Activities and Societies: Marching Band, National Honor Society