Jessica “Jessie” Smart
About the Candidate
Jessica “Jessie” Smart
770-877-1477 Atlanta GA, 30080 jessiesmart8787@gmail.com https://www.linkedin.com/in/jessiesmart8787
Customer Success | Team Collaboration | Client Communication
A natural born leader and trainer with over 10 years of customer service and team collaboration experience. Strong ability to adapt to various environments with a customer first mindset. Wide expertise in process management, client services, and relationship building.
WORK EXPERIENCE
NCR Corporation- Atlanta, GA August 2021 – Present
Software Support Specialist III
Client advocate for specialty banking products such as business banking and mobile banking software.
Proposed and implemented updated call center engagement strategy that lead to a 25% decrease in average SLA
Responsible for maintaining backlog of customer requests and issues, managing them to solution through team collaboration and relationship building.
Partner with internal and external vendors to address customer pain points and foster customer success with NCR Banking software
Mentor new hires on NCR software and case management best practices
Take on multiple projects that require a high level of attention and care; my efforts have resulted in a 50% reduction in case age
NCR Corporation – Atlanta, GA February 2019 – August 2021
Software Support Specialist II
Digital Banking and Payments software case manager and liaison for over 800+ Financial institutions (FI).
Facilitated positive team environment by acting as client advocate, case manager, and Liaison between FI’s, internal NCR teams, and third party vendors
Develop deep understanding for customer needs to help deliver requests for both short and long term solutions that resulted in a better client experience
Documented processes into a consolidated, internal Knowledge Base to be utilized by all NCR support specialists
Quickly learned and adapted to product support and customer service methodology that provided customer satisfaction and quality score of 85%
Spearheaded client support chat initiative that dropped the average customer wait time by 87%
Airwave Networks – Atlanta, GA October 2015 – December 2018
Training and Development Trainer
Responsible for remotely training all new hires entering the company and maintaining internal Knowledge base of Telecommunications troubleshooting and install process.
Used Moodle software to make and maintain Knowledge Base for all internal employees
Created weekly progress reports for employee managers high lightening completion and comprehension
Attended installs at newly acquired sites in order to stay up-to-date with newly adopted products and equipment
Trained over 25 new employees including ongoing mentoring and on-boarding
Airwave Networks – Atlanta, GA July 2012 – October 2015
Call Center Supervising Technician
Supervised Call Center operations and provided remote support to on-site technicians. Handled client escalations and case management.
Assisted with supporting live chat and phone sessions with on-site technicians
Responsible for pushing case escalations to correct team and driving toward resolution
Remotely access equipment on properties in order to troubleshoot and monitor
Airwave Networks – Atlanta, GA July 2010 – July 2012
On-Site Technician and Call Center Representative.
Supported customers both over the phone and through on-site appointments in order to install, educate, and troubleshoot internet and cable services.
Assisted customers with inquiries through call or chat
Provide routine maintenance and upkeep to field equipment
Volunteered to travel to all installs around Georgia to onboard new clients
EDUCATION
University of West Georgia- Carrollton, GA
Bachelor of Fine Arts – Communication, August 2012
CORE COMPETENCIES
Jira / SaaS / Linux / SQL / Android / iOS / ServiceNOW / Salesforce / PowerPoint / Word / Excel / Outlook / Microsoft Teams / Webex / Trello / Confluence / Sharepoint /Oracle