Jessica Smith Email & Phone Number

Denver, Co, United States

Centennial, Co

Greater Denver Area

Managed resource planning, scheduling and performance management of the Content Associates.Defined communication plans, scope, requirements, deliverables, budgeting of resources and managed recruitment. Created on-going content management policies that supported a unified content structure; including identification and removal of duplicate content, enhancing/completing content, assisting authors in normalizing content, and driving processes to develop all content.Responsible for scaling up content operations for Zomato in the assigned territory including hiring.Responsible for working with cross-functional teams to support organization, product, and customer experience.Managed the localization of corporate standards and/or defining new processes for sourcing, curating and updating of restaurant information in assigned market.Responsible for reviewing, optimizing, and training on new processes and operations while measuring for success.Responsible for developing a deep understanding of the product and seeking constant improvement of content.Collaborated with Territory Head, Sales and Content Associates to support and develop a regional strategy.Analyzed data on restaurant trends, site usage and user behavior in our market to identify content opportunities (Analytics, Industry reports, News sources, Research).Developed strategies to obtain content unique to the assigned market.Ensured individual growth of team members through training and coaching. Served as a mediator and coach for associates to facilitate a healthier work environment. - Responsible for quality assurance including but not limited to reviewing content and testing the functionality of the content for all consumer projects.

Phoenix, Arizona / Denver, Colorado

Directed and coordinated the operation of the call center within company guidelines and policies. Responsible for ensuring both the client Key Performance Indicators (KPI's) and company expectations were met. Analyzed profitability of program by developing weekly Profit & Loss statements.Acted as a Change Manager to ensure adherence to new company policies and procedures. Responsible for talent acquisition tasks including interviewing, hiring, on-boarding and training new and current employees.Responsible for mitigating complaints and issues from team members, clients and customers. Developed, supervised and trained Team Leaders. Ensured that all employees were proficient in their job skills and provided constant follow-up training, feedback, and coaching. Managed information flow between Client Services, Account Management, Operations, Quality Assurance, Training and Finance to ensure all client and company goals were attained. Analyzed all staffing levels of CSR's to roll out schedule changes and new hire classes as needed. Responsible for client services and monthly client invoicing. Successfully managed teams upward of 125+ agents and leaders virtually.

Phoenix, Arizona Area

Responsible for analyzing and organizing resource planning, office operations and procedures such as productivity, reporting, preparation of payroll, personnel management, and information management.Performed personnel activities such as recruiting, hiring, performance appraisals and terminations. Developed individual and departmental training plans, ensuring all personnel met company standards.Managed all aspects of customer service including but not limited to customer advocacy, escalated calls and working with high profile VIP accounts. Managed information flow between dispatch, operation analysts, field personnel and managers. Maximized office productivity through proficient use of appropriate software applications. Managed total daily quota of installations and service calls in various areas of geographic territory.

Tempe, Arizona

Performed personnel activities such as recruiting, performance appraisals and terminations. Acted as liaison between business and technical teams. Responsible for gathering internal and external customer requirements and translated those requirements to developers. Responsible for monitoring existing workflow processes, policies and industry trends to suggest areas of potential improvement.Responsible for managing, motivating and coaching web designers. Tracked productivity and sales, utilized that data to generate staffing goals. Staffed internal and external job fairs.Managed and planned team-building events. Manage escalated customer service issues. Ran daily and weekly reports with exorbitant use of Microsoft Excel. Helped create and implement processes, procedures and policies for the department. Trained new hire classes on department procedures, product offerings and services.

Help sales and support specialists resolve customer concerns and help customers with their needs.Manage, motivate and coach team members.Enforce employment guidelines, attendance and administer corrective actions.Hold team meetings and training sessions to help coach and train all employees.Go Daddy Software • Sales & Support Lead • August 2006 – March 2007Help sales and support specialists resolve customer concerns and helping customers with their needs.Help sales and support supervisors and managers with their daily activities.

Provide the best possible customer support, product knowledge and reach a sales goal.

Design all signs and vehicle graphics.Supervise production and store procedures.Manage store and provide customer service.Track, order and manage supplies.

Bachelor Of Arts Degree, Graphic Design

Respiratory Care Therapy/Therapist

High School Diploma, General Studies