Jessica Ison Email and Phone Number

Omnidian’s mission is to protect and accelerate capital invested in residential and commercial solar by homeowners and businesses across the nation. Our proprietary technology monitors your system 24/7, covers maintenance for all hardware and software components, and includes the industry’s leading Cash-Back Energy Guarantee. If your system underperforms, we’ll make it right, and compensate you for energy lost.The award-winning Solar Experts in our Seattle Operations Center are available toll-free and have live, real-time access to your solar performance data.  Today, we are responsible for over 200,000 solar systems nationwide including the large-scale portfolios of our Fortune 1000 clients.  And, we’ve been named one of the Top 100 Companies To Work For by Seattle Business Magazine for four years running.

• Lead instruction classes for groups of up to 50 agents on ADT processes, systems, and policies • Deliver subject matter expertise for Lead Instructor during curriculum updates • Direct daily written and verbal communication on quality expectations to up to 50 agents• Track agent progress and test scores covering their understanding of policies, systems and aptitude for service delivery and provide communication to agents on individual status• Provide quality assurance during calls and one on one support for agents to help them improve customer service and build confidence through training, role playing and feedback• Designed help documents with pertinent resources and continually provide technical help with systems

(Contract via DJ Enterprise)• Direct team of 37 sales agents, monitoring metrics, providing guidance and team development and support • Lead training and development for up to 60 agents to improve sales strategy through training sessions including one on one, real time, and role-playing activities• Improved agent sales by an average of 7% within 3 months• Create and host classes bi-annually for 50+ new agents, teaching ADT systems, and process for managing customer calls, securing accounts, locating customer information and building sales quotes• Create and host bi-weekly Huddles to teach agents about new procedures or equipment, provide continuing education, review metrics, and reinforce learning material• Work with Senior Customer Success Manager and ADT liaison in weekly calibration meetings to review improvement statistics, measure goals, and create and update business plans• Perform monthly and quarterly business reviews to set goals, assess progress, and analyze pilot programs• Conduct training for agents on new products such as Smart Home Automation, Security Cameras, Google products, and new partnership with Google to Direct Ship equipment• Provide expertise to agents on QAs and Support Resources for all system issues, supporting agents with problem solving skills for customer service issues and developing resolution plans• Collaborate with ADT Direct at 2 other sites to identify knowledge gaps and opportunities for improvement, creating and executing plans, leading to increased prospects and improved sales• Manage service recovery process for escalated cases to assist and find resolutions for client support and technical issues, and recover sales by providing information and approving discounts• Create and distribute daily companywide newsletter to 130+ employees on metrics, expectations, and events• Executed CRM and assist CSM and Agents on programs used such as Citrix, Nice, Tableau, Avaya, Salesforce, AVG and Slack

• Reviewed calls assessing areas of opportunities, working with agents to develop skills and provide guidance • Led weekly meetings with agents to enhance sales calls and review areas of improvement, assessing knowledge gaps, teaching call recovery skills, and problem solving and conflict resolution techniques• Worked with customers managing escalated call tickets, determining issues and working towards a solution to benefit the customer, host and the company• Collaborated daily with Community Education and Resolutions 1 team to improve (NPS) Net Promoter Scores and achieve goal of 90%• Provided expertise on Airbnb website and procedures and worked with product knowledge articles (Jira) to create, update and report incorrect information • Worked with new or pilot programs including departmental restructuring and title changes, delivering communication and training on changes during team Huddles• Designed web page to house team and personal metrics using ID #s instead of names to provide anonymity but allow comparability option for team statistics • Created and distributed weekly newsletters highlighting team updates and wins• Assisted platform with Salesforce, Zendesk, F5, Nexidia, Medallia, ampliFAI, Jira and Genesys

• Provided customer service and managed customers reservations, changes and questions• Created custom itineraries for guests planning vacations to visit the amusement park • Awarded top selling agent for 3 years running

• Collaborated with General Contractor and customers to get draft and revised blueprints• Requested work permits and bonds with the city and counties• Managed payroll for up to 5 employees, customer billing & state, local and federal tax filings• Coordinated with supply companies ordering supplies and scheduling deliveries