Atlanta, Fulton County, Georgia, United States
Member Since 2022

Jessica “Jessie” Smart


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    About the Candidate

    Jessica “Jessie” Smart

    770-877-1477  Atlanta GA, 30080  



    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.


    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


    University of West Georgia- Carrollton, GA

    Bachelor of Fine Arts – Communication, August 2012


    Jira / SaaS / Linux / SQL / Android / iOS / ServiceNOW / Salesforce / PowerPoint / Word / Excel / Outlook / Microsoft Teams / Webex / Trello / Confluence / Sharepoint /Oracle

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