Jessica Geer Email and Phone Number

Relied upon to work 24/7 7 days a week. I book appointments, build relationships, get to meet new people, and help others with their dreams. I can be found juggling multiple takes, speaking positively even when the situation seems out of control, and driving around town as if the price of gas doesn’t matter. My specialty is making stubborn lockboxes look easy to open, printing out paper, and eating in my car. Seriously my favorite part of this new adventure is building… Show more Relied upon to work 24/7 7 days a week. I book appointments, build relationships, get to meet new people, and help others with their dreams. I can be found juggling multiple takes, speaking positively even when the situation seems out of control, and driving around town as if the price of gas doesn’t matter. My specialty is making stubborn lockboxes look easy to open, printing out paper, and eating in my car. Seriously my favorite part of this new adventure is building relationships and helping my clients purchase their dream home! Show less

I managed multiple teams with a total of up to 15 staff both locally and remote across the US and EMEIA. I aligned resources with goals while holding accountability for scheduling, performance evaluations, hiring, training, developing, and managing the day-to-day operations of team as well as facility and supply ordering. I partnered with multiple teams and executive management to improve processes and customer satisfaction and ensured full regulatory and legal compliance while identifying and… Show more I managed multiple teams with a total of up to 15 staff both locally and remote across the US and EMEIA. I aligned resources with goals while holding accountability for scheduling, performance evaluations, hiring, training, developing, and managing the day-to-day operations of team as well as facility and supply ordering. I partnered with multiple teams and executive management to improve processes and customer satisfaction and ensured full regulatory and legal compliance while identifying and mitigating risks and issues as they arose. Led projects with in the department as needed.Highlights in this role include:• Transformed the team from non-technical customer service representatives into technical support associates who resolve issues via chat and phone support in a six-month timeframe. Built training materials and delivered one-to-one and group guidance and coaching to create an optimal end-user experience.• Enabled higher quality service by developing analytics strategy with KPIs focused on tickets, chats, inbound calls, tickets closed and total talk time per ticket to measure and track ROI and identify actionable insights. • Led the team from below average to currently exceeding expectations for customer service delivery through a performance improvement initiative by implementing semiannual KPI and professional growth goals. • Smoothly transitioned service from in-house to remote by utilizing Ring Central to meet and work through problems together. Continue to foster an environment of trust and accountability utilizing remote technology. • Recognized within the organization for having the strongest communication among team members. Show less

I managed four IT technicians within a small, but growing business, as well as the ticket queue, which processed over 150 tickets weekly. I regularly met with customers to ensure high satisfaction levels and interfaced directly with executives of Eola Tech to provide weekly status reports on customer satisfaction, technician performance (KPI’s), and ticket metrics. Additionally, I was relied on as part of the on-call rotation to provide remote fix actions for customers after business hours… Show more I managed four IT technicians within a small, but growing business, as well as the ticket queue, which processed over 150 tickets weekly. I regularly met with customers to ensure high satisfaction levels and interfaced directly with executives of Eola Tech to provide weekly status reports on customer satisfaction, technician performance (KPI’s), and ticket metrics. Additionally, I was relied on as part of the on-call rotation to provide remote fix actions for customers after business hours. Highlights in this role include:• Quickly promoted to this role and was relied on by ownership as the delegate for high-level responsibilities including procedures for technicians, ticket analytics, and not exceeding SLA (service level agreements). • Developed KPI’s for the team focused on closed tickets, solved tickets, and length of time open to drive continuous process improvement. • Project management for software upgrades and EOL equipment.• Created a positive shift in the team’s morale by shifting the culture toward accountability around productivity and metrics. Show less

I provided Windows desktop, Windows server, printer, software, and networking support for Managed Services IT clients. I administered real computers as well as virtual machines, along with cloud-based software including Office365 and Active Directory.

I led up to 20 staff while managing inventory levels, staffing levels, department appearance, production flow, performance reviews, disciplinary action/documentation, sales goals, department KPI’s, budgeting, personnel, and food quality control. I addressed customer complaints and creatively resolved them in a timely and positive manner. Highlights in this role include:• Surpassed all other district stores for Valentine’s Day sales 2010 despite being smaller than other stores.•… Show more I led up to 20 staff while managing inventory levels, staffing levels, department appearance, production flow, performance reviews, disciplinary action/documentation, sales goals, department KPI’s, budgeting, personnel, and food quality control. I addressed customer complaints and creatively resolved them in a timely and positive manner. Highlights in this role include:• Surpassed all other district stores for Valentine’s Day sales 2010 despite being smaller than other stores.• Achieved profit of $40K more than under previous manager’s leadership. Show less

Performed data entry, insurance verification/rejections. Obtained the Pharmacy Technician and Chemotherapy Certification in July 2001.

Responsible for managing the multi-line phone system, greeting guests, and management/inventory of office supplies. Typed and edited correspondence for staff.

Responsible for over 300 client contracts. Implemented a client call-back schedule and handled over 100 customer requests a day. Supervised a cost-cutting restructuring of the Customer Sales Integration Department which saved the company $18,000 annually.