Jessica Kasper Email & Phone Number

Kirkland, Washington, United States

Everett, Washington, United States

Support Fiber Network Field Technicians on installation of all FIOS based voice, VoIP, video and data orders. Responsible for supporting resolution for network issues that include Tier 2 triage trouble reports, fault isolation, dispatching technician when required and interacting with internal and external customers to close FIOS trouble reports. Assist internal Customer Support Analyst’s with network related single user service issues.

Everett, Washington

UAT tester during conversion of the pre conversion, CTF conversion and post conversion. Using Quality Center to write test cases, execute test runs and assist with successful implementation of projects for the Fiber projects. Work with IT and Release Management on business requirements for Plant projects that effect areas.

Everett, Washington

Handle incoming questions or concerns from both internal and external customers in support of the eCommerce or telecommunication products via phone, chat, email and internal messaging. Trouble shoot and probe the customer in an effort to understand or isolate the problem, and then take appropriate actions to resolve the issue. This could include creation/modification/cancellation of a service order, creation/modification/cancellation/line assignment of a trouble ticket or service order, perform changes/updates to telephone service through the switch, recommend changes to the settings of a customer’s computer or refer software Incident Records to a development team. Accomplishments:• Reduced customer lost by find problems and resolving in a timely fashion.• Received awards regarding providing outstanding service to for both internal and external customers.• Top revenue generator in department for 3 years in non-sales position.Fiber AssignmentsSupport, assign, correct orders for installation for fiber services.

- Manage and coordinate over 1 million square feet of occupied space for client, including maintaining records, moves and vacancies at the individual seat level for all locations within assigned portfolio. - Partner with client Facilities Team to stay apprised of vacancy rates within portfolio and then develop optimization plan to improve overall space utilization. - Collaborate with line of business customers to understand growth strategies, and resulting space requirements; insuring all space requests meet corporate standards. - Fulfill space requests generated through Remedy, client’s engagement process. - Research and resolve chargeback inquiries and discrepancies regarding occupancy moves and vacancies.Accomplishments:•Reduced occurrences of courtesy moves, creating cost avoidance for the client of approximately $1.3 million.•Assisted closure team with managing move costs, saving client over $1 billion in closure costs country-wide.•Coordinated full exit of 5 worksites, consisting of 1 million square feet of downtown real estate in 83 days.•Managed return of 50+ leased pieces of office equipment and inventory and liquidation of furniture and art pieces.•Created new move packets for 2500+ transitioning employees, successfully moving all involved within 5 weeks.

Supervisor with duties of finding resolution of complaint call escalation, providing helpline support to internal bank representatives, supporting the Corporate switchboard and completing Visa 911 support for customers traveling.

- Using direct email and phone contacts to help customer with orders, returns, re-orders and tracking packages - Help manage work flow in department by assigning tasks to others team members- Increased company's profits by offering add-on sales and cross sales exceeding individual sales targets contributing to a $36M program

Certificate, Business Analytics

Certification, Project Management

Ba, Business Admin - Management

Education record