Jessica Ann Hagan

Tucson, AZ

520-***-****

ad1f3b@r.postjobfree.com

http://linkedin.com/in/jessica-ann-hagan-118377157

Summary

Seasoned customer service professional Delivers outstanding support Nurtures agents/advisors on the best ways to support customers Consistently focused on quality and positive end-user outcomes

Professional Experience

Concentrix - Tucson, AZ 2015 - Present

Team Manager / Performance and Quality Coach (iOS / MAC Advisor, Turbo Tax Canada Advisor)

Manage online software advisor teams providing on-line support to customers

·Ensure Advisors provide the best end-user support by focusing on performance improvement

·Drive the team to be the highest rated team by delivering one-on-one coaching, call grading, and improvement feedback

·Manage schedules, attendance, payroll, and reporting

Bass and Associates – Tucson, AZ 2005 - 2014

Tax Collector / Probate Paralegal

·Resolve estate probate issues and claims

·Assisted clients in resolving past due tax issues

·Drove collections to resolve accounts for both tax and probate departments

·Provided customer service to clients calling in with questions in regards to their past due accounts

Teletech - Tucson, AZ 1998 - 2005

Escalation Supervisor

Prior roles: UPS Customer Service Representative, Floor Coach, Quality Control/Training Assistant

·Delivered outstanding customer service, ensured quality control

·Trained and mentored agents delivered peer coaching

·Ensured customers could effectively send, pick-up, track packages

·Managed escalations and provided floor support

·Delivered administrative reviews and reporting

Education and Training

·Pima Community College – Coursework towards AA in general studies

·Concentrix University – Team Manager Training

·Apple – Team Manager Training

·Apple – Product Training

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