Jessica Dye Email & Phone Number

Oklahoma City, Oklahoma, United States

Midland Mortgage - Mortgage Loan Servicing

United States

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Promoted from Project Coordinator role to assist with responsibilities of the Governance and Measurements team. Facilitated the creation of new Learning & Development programs for new hires. Utilized various techniques to elevate processes and increase efficiency of programs focused on policies, procedures and metrics. • Strategically partnered with other team members within the organization to update and restructure numerous learning programs achieving better alignment with the… Show more Promoted from Project Coordinator role to assist with responsibilities of the Governance and Measurements team. Facilitated the creation of new Learning & Development programs for new hires. Utilized various techniques to elevate processes and increase efficiency of programs focused on policies, procedures and metrics. • Strategically partnered with other team members within the organization to update and restructure numerous learning programs achieving better alignment with the company’s goals and vision• Streamline the customer discount request process ensuring shortened response time to meet SLAs within time restrictions resulting in increased customer satisfaction and reduced data errors• Coordinate and acquire collaborative resources for delivering input to IT project proposals• Manage the organization of internal database ensuring updated policy documentation and accessibility• Engage with clients and other stakeholders to understand needs, objectives and requirements to produce solutions to meet those needs• Develop new initiatives to support the strategic direction of the organization for learning and development programs• Administered a program evaluation framework to assess the strengths and weaknesses of various policies and processes• Interviewed team members and research industry specific data for the creation of quarterly Business Intelligence articles and webinarsCollaborated with other team members to structure and facilitate onboarding and training of renewal team members; scheduling, tracking and communicating progress• Liaised with Sr. Directors and SaaS Product Specialists to produce organization’s performance survey and reconstruct New Hire Training Show less

Promoted from Customer Retention Specialist and Renewals Specialist roles. Contributed to the documentation and analysis efforts of the team to develop new training and development processes and programs. Scheduled training for account management team members. Facilitated tasks and assignments supporting the completion of deliverables prior to project projected completion date. • Drove collaborative efforts between departments through managing, planning, and creating quarterly… Show more Promoted from Customer Retention Specialist and Renewals Specialist roles. Contributed to the documentation and analysis efforts of the team to develop new training and development processes and programs. Scheduled training for account management team members. Facilitated tasks and assignments supporting the completion of deliverables prior to project projected completion date. • Drove collaborative efforts between departments through managing, planning, and creating quarterly newsletters and complex proposals• Collaborated with Senior Leaders to manage and support operation and development projects that support the overall IT mission of the organization• Partnered with managers to facilitate the standardization of business practices for the organization • Networked with multiple stakeholders to identify, and resolve process faults increasing productivity Show less

Atlanta, Georgia

Promoted from the Renewals Specialist role. Managed the retention efforts in collaboration with Operations, Finance and Leadership Team members. • Created enablement strategies, initiatives, and training materials for a team of 50+ employees to manage contract renewals and cancellations• Collaborated with Sales Operations Team on multiple new hire enablement initiatives, reviewing and updating current processes• Partnered with the Renewals Team in data collection initiatives to… Show more Promoted from the Renewals Specialist role. Managed the retention efforts in collaboration with Operations, Finance and Leadership Team members. • Created enablement strategies, initiatives, and training materials for a team of 50+ employees to manage contract renewals and cancellations• Collaborated with Sales Operations Team on multiple new hire enablement initiatives, reviewing and updating current processes• Partnered with the Renewals Team in data collection initiatives to assess strengths and skill levels of employees which resulted in the development of a coaching/mentoring system focused on improving job responsibilities and tool management• Influenced the forecasting process by aligning with the finance team to report revenue impacts made by cancellations and crediting renewal contracts• Reviewed cancellation requests for accuracy and determined alternate ways to retain the customer’s business• Developed new business relations with various supporting teams that led to additional resources becoming available to aid with the renewals and retention account research efforts• Supported the team manager with various administrative and planning functions for events• Initiated programs to partner with the Renewals team on developing coaching/mentoring systems for using CRM’s and other role specific tasks• Implemented a partnership with a local non-profit business that resulted in the team participating in a food and clothing drive• Designed a new research process for renewal contracts that decreased the management time per contract and revealed missed renewal/upgrade opportunities for customers, thus increasing the quota attainment for the team by 30% Show less

Atlanta, Georgia

• Implemented weekly trackers for updating progress towards excelling monthly quota attainment goals• Established and maintained relationships with 20+ customers daily by coordinating meetings with internal Account Executives and Accounting team members to discuss inquiries and escalations via 80+ phone calls and 50+ emails• Prolonged the use of training documents and systems to increase personal product/pricing knowledge that aided in providing a tailored and up-to-date customer… Show more • Implemented weekly trackers for updating progress towards excelling monthly quota attainment goals• Established and maintained relationships with 20+ customers daily by coordinating meetings with internal Account Executives and Accounting team members to discuss inquiries and escalations via 80+ phone calls and 50+ emails• Prolonged the use of training documents and systems to increase personal product/pricing knowledge that aided in providing a tailored and up-to-date customer experience • Distributed and prepared annual renewals and internal reports for 350+ customers that included existing product license purchases, and information regarding potential upgrades • Advocated and consulted with customers regarding their software purchases, contract terms, and the alignment with their business goals and technical needs• Utilized a leading-edge CRM system, Salesforce.com, for sales opportunity distribution, tracking, and reporting Show less

Augusta, Georgia

Promoted from Account Specialist role and shifted to the Commercial Rental Department. Sourced new business clients for commercial B2B contracts. Cultivated an inclusive work environment. Oversaw various marketing processes within the community. Networked while conducting business at remote locations leading to being a preferred satellite employee.• Forged new business relationships completing 20+ daily calls and field visits increasing average customer accounts under contract… Show more Promoted from Account Specialist role and shifted to the Commercial Rental Department. Sourced new business clients for commercial B2B contracts. Cultivated an inclusive work environment. Oversaw various marketing processes within the community. Networked while conducting business at remote locations leading to being a preferred satellite employee.• Forged new business relationships completing 20+ daily calls and field visits increasing average customer accounts under contract quarterly• Received Customer Satisfaction Score of 85% or above for 3 consecutive quarters• Managed branch employees and operating procedures in the absence of Branch Manager resulting in 100% reservation accommodation• Orchestrated collaboration with sales representatives increasing client referrals and Customer Satisfaction Score• Trained new employees on the end-to-end process for various roles within the department Show less

Promoted from Assisted Manager of Service and Manager Trainee roles. Completed individual customer contract reviews and scheduled merchandise deliveries. Managed the account team members leading to increased productivity.• Prepared over 100 promotional flyers and led Social Media marketing events increasing community engagement and Customer Satisfaction Score• Prioritized the management of severely overdue accounts allocating time for new customer “best practice” calls decreasing… Show more Promoted from Assisted Manager of Service and Manager Trainee roles. Completed individual customer contract reviews and scheduled merchandise deliveries. Managed the account team members leading to increased productivity.• Prepared over 100 promotional flyers and led Social Media marketing events increasing community engagement and Customer Satisfaction Score• Prioritized the management of severely overdue accounts allocating time for new customer “best practice” calls decreasing the chances of delinquent accounts• Resolved numerous conflicts with customers and increased sales and team productivity• Developed new renewals process leading to an increase of on-time customer payments Show less

Albany, Georgia

Albany, Georgia, United States

• Developed talent and retention initiatives for a diverse workplace. • Facilitated and oversaw inventory checks. • Operated a Point of Sale (POS) system to process transactions, orders, sales records, and opening/closing procedures. • Proactively supported employees during a crisis preventing store closure and maintained regular business operations resulting in no sales lost• Reconstructed inventory review process decreasing the amount of overtime hours utilized• Planned… Show more • Developed talent and retention initiatives for a diverse workplace. • Facilitated and oversaw inventory checks. • Operated a Point of Sale (POS) system to process transactions, orders, sales records, and opening/closing procedures. • Proactively supported employees during a crisis preventing store closure and maintained regular business operations resulting in no sales lost• Reconstructed inventory review process decreasing the amount of overtime hours utilized• Planned daily sales targets by analyzing previous sale accomplishments and current sale forecasts Show less