Jessica Sass Email & Phone Number

Porto, Portugal

As the Client Care Manager, I lead and mentor a growing client care team, ensuring a seamless participant experience. I focus on optimizing operational efficiency and cross-department strategic planning, including the adoption of AI to streamline processes and improve overall effectiveness.Key Responsibilities:Client Support: Manage the first point of contact for client inquiries, resolve escalated issues, and provide daily guidance to my team. Implement AI-driven tools to increase operational efficiency and better serve clients.Data Management: Oversee secure data handling and lead initiatives to identify and address client care trends, while ensuring compliance with data protection protocols.Feedback & Documentation: Implement client surveys and analyze feedback to drive improvements. Management of standardization projects and development of training materials to enhance the student journey and improve cross-department knowledge.Team Collaboration: Work closely with cross-functional teams to streamline client-related processes, incorporating AI where possible to enhance communication and efficiency.Financial Oversight: Handle all aspects of student payments, including compliance, refunds, and travel insurance claims.Strategic Planning: Engage in strategic planning to align client care with business objectives, leveraging AI to boost operational efficiency and support long-term goals.

Santiago Metropolitan Region, Chile

Client Experience SpecialistOverseeing the entire client experience, focusing on enhancing efficiency and driving key performance indicators (KPIs). My responsibilities include:Editing and producing participant materials.Improving client care efficiency through training and process optimization.Coordinating deadlines across multiple departments.Collecting, collating, and analyzing post-trip survey data.Presenting data in both qualitative and quantitative formats for informed decision-making.

San Francisco Bay Area - Remote

In my role, I led the coordination and execution of ongoing marketing initiatives, ensuring seamless internal and external communication strategies. I spearheaded new marketing campaigns aimed at raising brand awareness in the electronic medical records industry, leveraging social media, customer testimonials, and targeted email marketing. I was also responsible for implementing comprehensive site-wide changes to significantly boost our SEO.Additionally, I successfully built and trained a team of 10 remote customer service agents, transforming them into a self-sufficient, self-replicating unit. By creating detailed email templates and a robust knowledge base, I empowered the team to operate independently, reducing the need for ongoing support from the broader team and allowing them to efficiently manage customer inquiries and challenges on their own.

Santiago, Chile

As Client Care Team Lead, I ensured a seamless experience for students by coordinating client support and actively participating in inter-departmental communications. I played a key role in suggesting and implementing process improvements, with a focus on enhancing client care based on current trends.Key Responsibilities:Client Support Coordination: Served as the first point of contact for client inquiries, delivering timely and accurate responses, and escalating complex issues when necessary. I also provided support to the Client Care Analyst team, sharing knowledge and coordinating with other departments.Data Management: Assisted in gathering, organizing, and securing client data, ensuring compliance with data protection protocols, and compiled relevant client care data for analysis.Client Feedback Collection: Distributed client surveys, collected feedback, and prepared detailed reports on client satisfaction, identifying areas for improvement.Documentation Support: Managed the proofreading and refinement of client-facing materials and internal documents, ensuring they met company standards. I also reviewed standardizations, suggested improvements, and provided training and guidance to other teams as needed. Modernized client itineraries by sourcing itinerary software and implemented the shift from Word document itineraries to digital Travefy software and mobile app.Team Collaboration: Worked closely with team members to ensure the smooth operation of all client-related processes, provided mutual support, and assisted in the implementation of new systems and procedures.Financial Compliance: Ensured payment compliance for all trip participants through the registration software, ROL maintaining accurate records and following up on outstanding payments. Sourced, evaluated, implemented and conducted the migration from ROL to the current registration software Regpack.

Santiago, Chile

Spoke with clients extensively to obtain detailed information regarding wine preferences, travel styles and food preferences in order to plan a perfect tripIn charge of coordinating all trip logistics for clients including hotel, transport, guides and daily excursions; as well as all miniscule details of each day such as wine and food pairings for meals, hand written welcome notes and special celebrationsOrganized social media posts for twitter and facebook.Researched and wrote detailed descriptions of all hotels, restaurants and excursions for clients

Vancouver, Canada Area

As Associate manager, I provided top quality, efficient service to trans-border travelers at YVR airport at this busy wine bar, where I was in charge of a team of 10-14 staff.I was involved in the evolving by-the-glass and tasting flights wine list, developing custom tasting notes, and maintaining a high level of knowledge on all wines- both by the glass and the bottle. I was also in charge of inventory, invoicing, ordering and hiring new staff. I was selected to participate heavily in the new store opening in Montreal airport, including all English and French translations, hiring and sourcing product.

Vancouver, Canada Area

Worked as a product representative for this start up wine import company, including managing an intern. Was responsible for organizing product tastings and informational seminars regarding brand new products entering the B.C. market. Responsible for distribution and increasing sales of this brand new Wine Import agency.

Vancouver, Canada Area

I kept an up-to-date calendar of all food or wine based events in the lower-mainland, organize the website and assembled the monthly newsletters serving a 10,000 person database. I also manage all social media marketing initiatives associated with Wine and Dine BC, including Facebook, Twitter, Pinterest, Flickr and WordPress.

Granville Island, Vancouver

During my time at Liberty, I was the International Wine Buyer for some time. My tasks also included invoicing, organizing staff hours, inventory and daily administrative involving our POS system Profitek. I organized and executed many small and large scale tastings including our largest event - Taste B.C., with 1,000 participants three years running. I also Sought out and maintained clients and business partnerships through solicitation of wine groups and clubs, and cross promotions with local businesses.

Vancouver, Canada Area

I worked with basic web management, graphic design work such as posters and newsletters, and editing documents for publication. I wrote and submitted successful grant applications. I participated heavily in the final editing and design assembly of the Toolkit for Starting and Sustaining a Neighbourhood house project for publication, presentation at an international conference, and transformation into an interactive wiki-website.

Vancouver, Canada Area

I Taught groups of 25 students in wine tasting methods, and conducted palate training exercises. I was responsible for grading quizzes, midterms, final exams, and fielding all student questions.

Vancouver, Canada Area

I participated in organizing several large scale events, international women’s day, anti-war demonstrations,world water day, taste for justice and various talks at UBC and SFU. I also Screened documentaries for suitability for the Amnesty International Film Festival.

Calgary, Canada Area

I was responsible for all wine buying decisions as well as daily administrative tasks. I was in charge of all Profitek POS back office tasks such as invoicing and inventory, as well as staff hours and scheduling.

Calgary, Canada Area

Worked as administrator assistant and assistant to the manager in this fine wine boutique. I Was in charge of controlling inventory, wine buying and basic accounting as well as filing, balancing accounts and dealing with high end clients.

Master Of Arts - Ma, Global Diplomacy

Module 1: The Art of Negotiation Module 2: Cultural Diplomacy Module 3: Partnerships Beyond Borders: NGOs, Social Movements and Civil.

Bachelor Of Arts - Ba, Cultural & Linguistic Anthropology, 3.8

Activities and Societies: Amnesty International Students group Studied human cultures, languages, and social behaviors, with a focus.

Bachelor Of Arts - Ba, Philosophy And Religious Studies, 4.0

I worked on a self-directed thesis project looking at gender and the role of women in Mayan Traditions from historical depictions.

High School Diploma, French Language And Literature

French Language Arts

High School, Bilingual Diploma

Activities and Societies: Rugby High School