Jessica Mancini Email & Phone Number

Company / Organization: Turning TechnologiesPosition / Title: Event SpecialistDates of Employment: 2010 to PresentDescription: Turning Technologies provides a variety of interactive audience polling and assessment options to meet the needs classrooms and events. As Events Specialist, I manage sales and provide project management and both remote and onsite technical support during client events across the 15-state Northeast Territory. Traveling to client locations across the country, I implement and overseeing the TurningPoint™ Audience Response System (hand-held clicker or a mobile device with TurningPoint's ResponseWare) for large meetings, continuing education, and political meetings and events (traveled 90% of scheduled work time pre-pandemic and also covered meetings nationwide during the pandemic) Results:➥ Built a loyal client base and receive a high amount of positive customer feedback as a result of the engaging and high quality service provided➥ Achieved consistent event sales throughout tenure, including maintaining strong sales during challenging 2020 calendar year.

I joined this fast-growing privately held technology company in the technical support call center as one of 8 Customer Service Representatives, coming up to speed on the company suite of software and hardware products while fielding ~200 calls per month. In this role, I provided troubleshooting and conducted phone and web training with clients on as-needed basis, quickly becoming the “go-to” person on software training and onsite event support.Results:➥ Created training program and authored training materials for internal new hire programs.➥ Assisted in testing software and hardware for Quality Assurance.➥ Supported onsite events from presentation creation to onsite event support.

With this large national teleservice company, I managed a team of 25 – 30 call center agents with a focus on call quality and performance metrics. I leveraged my previous program management experience in call center coaching and compliance and authored scripts for various nonprofit volunteer programs such as the Alzheimer's Association, America Heart Association and America Diabetes Association. I was entrusted with the training of team members on delivering scripted messages to ensure maximum effectiveness for volunteer recruitment.

I came on board as part of the Customer Service team over 4 regional markets and was promoted in 1999 to this very metric-focused role, identifying workflow issues and performing workflow analysis to improve processes for inbound calls, call forecasting, scheduling, and reporting. charged with weekly schedules for 400+ employees at multi-state sites. In this role I utilized Blue Pumpkin scheduling suite, with an emphasis on virtual call center scheduling. I also utilized Crystal Reports for daily, weekly and monthly reports on individuals, supervisory teams, departmental and call center statistics for local and corporate management.Results:➥ Leveraged business and program leadership skills to establish a well-functioning employee scheduling program.➥ Monitored daily and monthly departmental phone queue service levels; accounted for staffing needs by department and call center to achieve an average of 85% total call center service level➥ Recruited, trained, coached, and developed a new specialty team of 7 – 12 agents.