(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
Professional Summary
Acclaimed for consistent elite performance with a track record of innovative approaches to solving problems Driven by an entrepreneurial spirit, self-starter attitude, and a high-caliber work ethic to deliver superior results Acknowledged for undeniable obsession to create and deliver global customer experiences in any industry Manages chaos, ambiguity, and critical situations exceptionally well within extremely high-pressure environments Global, Cross-functional Experience Versatile Communications Skills Obsessed with Customer Experience and Operational Excellence Passion for Solving Complex Problems Cultured Escalations Management Expert Exceptional Conflict Management Abilities Embraces Ambiguity and Chaos with Ease Below is an excerpt from my last employee performance review written by my manager, Nancy Okamura - Sr. Technical Support Manager, Cisco Systems Jessica is an exceptional employee and a significant asset to the Cloud Web Security organization. He is a team player, an enthusiastic contributor and highly thought of by those that come in contact with him. Comments that were received in support of this include: "Jessica is a results-driven, solid performer with a never-ending desire to excel in the workplace. His ability and skill set to multi-task while keeping focused on long-term company and organization goals is an asset to the company, which sets himself aside from the rest." "Jessica's communication skills and attention to detail allows me to work efficiently and makes the work environment a comfortable one. Jessica is also a great team-player. I'm glad to work alongside him." "My experience with Jessica has been a positive one. Calm and collective in his approach, listens well and looks to make a positive impact to his work. Jessica is always willing to participate and help. His people skills are well developed and focused to the function of helping others." From a leadership perspective: "Jessica is the kind of employee that will see a need and go ahead and address the gap. He doesn't wait for instruction or has to be told what needs to be done. Jessica currently manages the US teams and also actively spearheaded and successfully addressed email issues and multiple phone issues including spending a Friday night with IT to fix a call routing issue so that customers could be served over the weekend." On the customer front he has represented CWS on numerous CAP cases and has handled various critical customer escalations exceptionally well with ease. The following comments were received in support of this: "I have worked with Jessica on multiple customer related escalations. I have always found him to be focused on the customer's satisfaction. He is happy to discuss the technical details with Ops and convert it into a customer friendly format to be able to present to the customer.", "Jessica has a great ability to personally assist with problems when needed but also has a great ability to quickly understand the problem." " The comments below are recommendations from colleagues I have worked with recently Rich Gilligan Technical Services Engineer II - "I had the pleasure of working for Jessica at Cisco Cloud Web Security. Jessica is a natural leader with an extremely strong work ethic. His calm demeanor, communication skills and business acumen make him a great manager. Jessica is always upbeat and approachable. Looking back, Jessica is at the top of my list when it comes to people I have worked for." August 9, 2013, Rich reported to Jessica at Cisco David Pau Lead Data Center Engineer - "I've had the pleasure of reporting to Jessica as a Tier 2 Cloud Web Security Technical Support Engineer. Jessica is a highly-skilled, solutions-driven leader with extremely inspiring work ethic and commitment for driving results through his team. Jessica took his time on numerous occasions to mentor me on improving both my customer care soft skills and to develop my own personal leadership abilities. I recommend Jessica for any role and/or company that could leverage a smart, talented, results-oriented, solutions-driven leader with the highest focus on the customer/user experience." July 29, 2013, David reported to Jessica at Cisco Jason Palomares Technical Account Manager at Palo Alto Networks - "Jessica is a dynamic and knowledgeable team leader. He helped build the Cisco Cloud Web Security (ScanSafe) Customer Care team to one of the best in enterprise support with industry leading customer satisfaction ratings. His positive attitude inspires his team and others to perform their best. Jessica is a top notch professional, a great communicator and is able to turn a challenging situation into a win for the both the customer and the company. I consider Jessica to be an inspiration and personal mentor which any team would benefit immensely from having him on the team." July 28, 2013, Jason worked with Jessica at Cisco Chuck Roehrig Business Analyst at Cisco Systems - "Jessica was integral establishing Cisco enterprise standards for the Cisco Cloud Web Security service, he's established key relationships with managers across many functions and served as a mentor within the services team. People, from subordinates to Sr. Management, look to Jessica if they want the job to get done timely and with high quality." May 3, 2013, Chuck worked with Jessica at Cisco Kristie Lyons Partner Marketing Manager - Ecommerce at Intel Security, Executive MBA Candidate Jessica was a constructive and insightful Sr. Manager. He was a true leader and provided clear guidance for our reps and his suggestions were applicable for the wide range of opportunities that were presented. He was calm under pressure and always maintained a positive demeanor. He comes highly regarded." September 15, 2012, Kristie worked with Jessica at Delivery Agent
  • Guest services
  • Inventory control procedures
  • Merchandising expertise
  • Loss prevention
  • Cash register operations
  • Product promotions
San Jose State University San Jose, CA Expected in 5 2015 MBA, Master of Business Administration : - GPA :
, Expected in BS : - GPA :
San Jose State University San Jose, CA Expected in 5 2010 Bachelor of Science : Business Administration Management Entrepreneurship - GPA : Business Administration Management Entrepreneurship Finalist, Undergraduate Case Study Competition, Spring 2010 Finalist, SVCE Business Plan Competition
Work History
Verizon Communications - Business Operations Manager
Las Cruces, NM, 05/2012 - Current
  • Lead product setup operations from design to orderability for over 85% of entire Cisco Collaboration portfolio Collaborate with product management, finance, IT, manufacturing, supply chain, and services to lead new product introductions (NPI) and drive solutions to market in short time frames Develop and manage a team of Operations Analysts to lead and facilitate critical processes & activities Technical Services Management, Cloud Web Security - Security Technology Group Implemented various workflow improvements which vastly improved time to resolution rates by 2.5 days and customer satisfaction ratings by 20% within less than twelve months Successfully managed a variety of improvement projects across a large organization ranging from: engineer workflows, support processes, reporting requirements, customer satisfaction, and technical knowledge Developed and managed a growing team of Cisco TAC Engineers distributed around the world.
  • Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.
Ecs Federal - Senior Manager
Aurora, CO, 10/2011 - 06/2012
  • Implemented a self-service strategy which led to 20% cost reduction and customer satisfaction improvement.
  • Redesigned sales goals which resulted in 15 to 20% increase in conversion and average order value.
  • Successfully led critical projects concurrently which increased profit, customer satisfaction, and efficiency.
  • Responsible for a large global team of about 150+ customer care staff members which consisted of company employees as well as outsourced vendor-managed resources.
First Watch Restaurants - Enterprise Client Success Manager
Tyler, TX, 04/2010 - 09/2011
  • Generated 30% more sales leads than other client success manager worldwide and reduced churn by 20%.
  • Served as trusted advisor to a portfolio size of fifty strategic accounts which served every major industry.
  • Built and managed key relationships as a product expert and customer experience strategist for my clients.
  • Partnered with the sales team to strengthen strategic relationships, drive revenue, satisfaction, and loyalty.
Modivcare - Project Manager, Customer Support Operations
Maryland Heights, MO, 09/2005 - 04/2009
  • Led a cross-functional project from beginning to end that led to more than $10,000 per month in cost savings.
  • Managed all corporate escalations and drove process from a reactive system to an ongoing proactive system.
  • Selected to serve on the Customer Focus team which was compromised of cross-functional senior leaders.
  • Worked cross-functionally with product management, marketing, engineering, research, finance, etc.
  • to improve the support experience for TiVo users all across the world.
City, STATE, 2003 - 09/2005
  • Established strategic partnerships within first 12 months which increased annual revenues by 20 to 40%.
  • Negotiated competitive pricing with suppliers which led to increased product margins and further profitability.
  • Designed sales and customer service strategies focused on operational efficiency and revenue generation.
  • Managed both sales and customer service teams which totaled about 30 company employed representatives.
TELEWEB MARKETING - Contact Center Manager
City, STATE, 2001 - 2003
  • Earned top sales awards in six consecutive months, developed training programs, and onboarded new agents.
  • Developed an innovative lead generation tool which added 50% in new revenues in its first year of inception.
  • Promoted from Associate to Manager after six months of hire to lead training & development and operations.
  • Responsible for hiring, training, and management of a multi-channel contact center that staffed 30 agents.
American Management Association, Cisco Asian Affinity Network, Toastmasters International, Customer Experience Professionals Association, MBA Association at Lucas Graduate School of Business
BASIC, Business Case, Business Objects, Business Plan, Cisco, competitive, conversion, cost reduction, client, clients, customer satisfaction, customer service, customer care, engineer, finance, Focus, functional, hiring, HTML, ISO, ITIL, JSP, Java Script, marketing, market, Access, Excel, PowerPoint, Oracle, PHP, pricing, processes, product management, profit, reporting, research, sales, SAP, Six Sigma, SQL, strategist, strategy, strategic, supply chain, TQM, training programs, Troubleshooting, workflow, XML
Additional Information
  • RECENT PROFESSIONAL AWARDS You Amaze "Change the World" Award, June 2014 * You Amaze "Intensely Focus on Customers" Award, May 2014 * Inspire Others "Win Together" Award, April 2014 * Inspire Others "Win Together" Award, March 2014 * Cisco Achievement Program Award, January 2014 * Cisco Achievement Program Award, April 2013 * Cisco Achievement Program Award, March 2013
  • VOLUNTEER WORK/ASSOCIATIONS Active ERT Member at Cisco Systems, Milpitas, CA MBA Association Officer at San Jose State University -- Active Volunteer at the following: Ronald McDonald House Charities, Second Harvest Food Bank, Silicon Valley Turkey Trot, Dup15q Alliance, San Jose State University for the Colleges of Business and Engineering Active Charity Support Participant: Silicon Valley Turkey Trot, Susan G. Komen Walk for Breast Cancer, LiveRight Foundation Charities at Stanford, RnR Marathon Series, Light the Night Leukemia & Lymphoma Society

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Resume Overview

School Attended

  • San Jose State University
  • San Jose State University

Job Titles Held:

  • Business Operations Manager
  • Senior Manager
  • Enterprise Client Success Manager
  • Project Manager, Customer Support Operations
  • Manager
  • Contact Center Manager


  • MBA, Master of Business Administration
  • BS
  • Bachelor of Science

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