Jessica Williams
Operations Supervisor at Harvest Right, LLC- Claim this Profile
Click to upgrade to our gold package
for the full feature experience.
Topline Score
Bio
Ann Thompson
Jessica works tirelessly for her team of supervisors and her agents. She is always there to ensure that we have the tools to succeed. She accepts nothing but the best from us. When it comes to working with her team she never stops teaching us. Her leadership skills for our entire team of supervisors and agents are stellar. She commands respect in a professional way and makes it easy for her team to approach. She has never once been negative. Her positive attitude, exemplary leadership skills, and extensive knowledge is what makes our team a success.
Vada B.
Jessica is a very determined leader. She works tirelessly to ensure that metric goals are progressing and the team stays on the same page. She is innovative and thinks outside of the box often. She's a talented motivator and would be an asset to any operations team.
Ann Thompson
Jessica works tirelessly for her team of supervisors and her agents. She is always there to ensure that we have the tools to succeed. She accepts nothing but the best from us. When it comes to working with her team she never stops teaching us. Her leadership skills for our entire team of supervisors and agents are stellar. She commands respect in a professional way and makes it easy for her team to approach. She has never once been negative. Her positive attitude, exemplary leadership skills, and extensive knowledge is what makes our team a success.
Vada B.
Jessica is a very determined leader. She works tirelessly to ensure that metric goals are progressing and the team stays on the same page. She is innovative and thinks outside of the box often. She's a talented motivator and would be an asset to any operations team.
Ann Thompson
Jessica works tirelessly for her team of supervisors and her agents. She is always there to ensure that we have the tools to succeed. She accepts nothing but the best from us. When it comes to working with her team she never stops teaching us. Her leadership skills for our entire team of supervisors and agents are stellar. She commands respect in a professional way and makes it easy for her team to approach. She has never once been negative. Her positive attitude, exemplary leadership skills, and extensive knowledge is what makes our team a success.
Vada B.
Jessica is a very determined leader. She works tirelessly to ensure that metric goals are progressing and the team stays on the same page. She is innovative and thinks outside of the box often. She's a talented motivator and would be an asset to any operations team.
Ann Thompson
Jessica works tirelessly for her team of supervisors and her agents. She is always there to ensure that we have the tools to succeed. She accepts nothing but the best from us. When it comes to working with her team she never stops teaching us. Her leadership skills for our entire team of supervisors and agents are stellar. She commands respect in a professional way and makes it easy for her team to approach. She has never once been negative. Her positive attitude, exemplary leadership skills, and extensive knowledge is what makes our team a success.
Vada B.
Jessica is a very determined leader. She works tirelessly to ensure that metric goals are progressing and the team stays on the same page. She is innovative and thinks outside of the box often. She's a talented motivator and would be an asset to any operations team.
Credentials
-
Dean's List - School of Business and Technology - Summer 2018
Capella UniversityNov, 2018- Oct, 2024 -
Dean's List - School of Business and Technology - Spring 2018
Capella UniversityAug, 2018- Oct, 2024
Experience
-
Harvest Right, LLC
-
Biotechnology Research
-
1 - 100 Employee
-
Operations Supervisor
-
Aug 2023 - Present
-
-
-
-
Business Owner
-
Jan 2021 - Present
Through the HeartSpace ● Self-Owned - Intuitive and Tarot Card Reader – (Psychic Empath) o Empathic Intuitive & Career Counseling – Ability to tune in to an individuals energy and tune into emotional feelings to provide guidance or healing to individuals. These abilities have also helped me in my corporate positions when hiring staff for my team. I am able to select candidates that have the best interests for the company and top line work ethics. Career guidance and coaching to give other the ability to be the best they can be within their position and promote quickly along their career path. o Empathic Intuitive Reader- Psychic reader using Tarot and Oracle as a guide. o Psychic Medium – Ability to hear and interpret messages from passed souls. Overview of Abilities: • Clairaudience – audibly hearing messages. • Clairvoyance – seeing what’s not there. • Clairsentience – feeling the feelings (energetically) of others. • Claircognizance – knowing things that you haven’t researched or been taught • Precognitive (Premonition) Dreams Show less
-
-
-
Teleperformance
-
United States
-
Outsourcing and Offshoring Consulting
-
700 & Above Employee
-
Corporate Quality Assurance Manager
-
Jan 2023 - Jun 2023
-
-
Quality Assurance Manager
-
Jan 2023 - Jun 2023
-
-
Operations Manager
-
May 2019 - Jan 2023
(Sandy, UT & Work at Home Sites) – Retail Client – Teleperformance USA –Overseeing the executive level management of two sites locally and remote. Handle day-to-day coaching and development of a team of 12 supervisors, training staff, administrative staff, and up to 400 agents. Facilitation and representation on behalf of Teleperformance USA for Client conference calls, including but not limited to Weekly Business reviews, Quarterly Business Reviews and forecasting management. Development and creation of urgent actions plans specific to struggling KPI’s Creation and delivery of weekly training calls and performance development presentationsProvide leadership teams with set glide path goals to ensure team successSupervisor TRAID coaching sessions and daily shift meetings. Conduct regular calibration sessions with Supervisor and Quality team membersPartnership with Workforce Management to address interval compliance, service level and scheduling needsProvide Teleperformance Leadership and Client with weekly and monthly Quality, CSAT and Adherence reporting Show less
-
-
Quality Assurance Supervisor
-
Apr 2018 - May 2019
Quality Assurance Supervisor– Retail Client – Teleperformance USA – Fulfilled daily supervisory tasks for teams across multiple sitesFacilitation and representation on behalf of Teleperformance USA for Client conference calls, including but not limited to Weekly Business reviews, Quarterly Business Review’s and all Client CSAT callsManage quality assurance staff on monitoring compliance customer satisfaction Creation and facilitation of monitoring guidelines and formData tracking and reporting for operational teamRoot cause analysis for quality progression and call driver, sub driver and behavioral trends Create and execute quality action plans in partnership with the operations teamLiaison between client and Teleperformance for quality standings and teamMeet and mentor operational team for coaching best practices and new supervisor development Show less
-
-
Assistant Call Center Manager
-
Feb 2016 - Apr 2018
• Assistant Call Center Manager– Corporate Travel Client – o Facilitation and representation on behalf of Teleperformance USA for Client conference calls, including but not limited to Weekly Business reviews, Quarterly Business Reviews and all Client CSAT calls o Development and creation of urgent actions plans specific to struggling KPI’s o Creation and delivery of weekly training calls and performance development presentationso Provide leadership teams with set glide path goals to ensure team successo Conduct monitoring, training and mentoring for Admin roles such as CRD Analyst and NICE Administratorso Supervisor TRAID coaching sessionso Conduct regular calibration sessions with Supervisor and Quality team memberso Partnership with Workforce Management to address interval compliance, service level and scheduling needso Provide Teleperformance Leadership and Client with weekly and monthly Quality, CSAT and Adherence reporting Show less
-
-
NICE Systems- Call Recording Software project admin
-
Apr 2012 - Apr 2018
• Project NICE Admin (2012-Ongoing)– o Conduct daily Administration tasks in the NICE call recording system including training sessions with all new users on applicable functions to their role from agent to leadership levelso New User Profile Creation and Testing o Verified correct installation processes on new userso Group Administration – Ongoing maintenance of all project users, recording troubleshooting, user access audits, setting group/user permissions and removal of terminated employees. o Reporting/User Data Tracking Show less
-
-
Call Center Supervisor
-
Feb 2015 - Feb 2016
• Operations Supervisor – Corporate Travel Client –o Delivered quality and adherence reporting at the management level o Completed QA Monitoring and coaching sessions using the TOPS processo Provided Training and Leadership teams with insight into improvement opportunities for the Escalations Team o Conducted escalated customer callbacks for recovery purposes
-
-
Communication and Research Analyst
-
May 2014 - Jan 2015
• Communication and Research Analyst – Corporate Travel Client – o Handled all reporting and daily tasks of agent errors. Representation on behalf of Teleperformance USA on conference calls with the Client, including but not limited to Weekly Business reviews, Quarterly Business Review’s. o Deep dive analyst of all errors to verify root cause and behaviors as well as continued tracking and trending day over day. Also working with the Supervisory team to assist on Agent coaching’s and accountability. Show less
-
-
Quality Team Lead
-
Feb 2013 - May 2014
• Quality Team Lead – Multiple Projects – o Fulfilled daily supervisory tasks for teams on multiple projectso Facilitation and representation on behalf of Teleperformance USA for Client conference calls, including but not limited to Weekly Business reviews, Quarterly Business Review’s and all Client CSAT callso Conducted deep dive analysis of all quality monitored calls to verify root cause and behaviors as well as continued tracking and trending
-
-
Customer Satisfaction Manager
-
Dec 2012 - Feb 2014
• CSAT Manager – Corporate Travel Client – o Provided CSAT Survey results using the Qualtrics survey software o Conducted deep dive analysis of DSAT Surveys to verify root cause as well as continued tracking and trendingo Facilitation and representation on behalf of Teleperformance USA for Client conference calls, including but not limited to Weekly Business reviews, Quarterly Business Review’s and all Client CSAT calls
-
-
-
Teleperformance, USA
-
United States
-
Hospitals and Health Care
-
1 - 100 Employee
-
Quality Assurance Analyst
-
Jan 2011 - Feb 2012
• Quality Analyst - Corporate Travel Client – o Established a trusted working relationship with the customer and client Operations, to ensure satisfaction of Quality deliverables o Conducted regular call monitoring and provided coaching support • Quality Analyst - Corporate Travel Client – o Established a trusted working relationship with the customer and client Operations, to ensure satisfaction of Quality deliverables o Conducted regular call monitoring and provided coaching support
-
-
Education
-
Capella University
Bachelor of Business Administration - BBA
Community
