Jessica Pineo
Ottawa,Canada
Summary
Results-driven call center professional with 20+ years of experience leading high-performing teams. Expert in training, coaching, and mentoring agents to exceed performance goals while delivering exceptional customer experiences. Skilled in team performance management, goal setting, and process improvement in fast-paced environments.
Overview
33
33
years of professional experience
1
1
Certification
Work History
Roadside Assistant
Sykes/Foundever
Remote
09.2025 - Current
- Provided inbound emergency roadside support, including towing, lockouts, battery boosts, fuel delivery, and tire changes.
- Assessed urgent situations and coordinated safe, timely assistance.
- Dispatched services with towing providers and partners to primary and secondary locations.
- Managed active cases and provided updates to ensure timely resolution.
- Maintained detailed documentation of incidents and service outcomes.
On the Job Trainer/Team Leader
Sykes/Foundever
04.2024 - 07.2025
- Trained and guided new agents on call handling, systems, and customer service standards.
- Monitored performance and provided targeted coaching to improve service quality.
- Supported agents with real-time problem solving and feedback.
- Set performance goals and tracked progress to meet productivity and quality metrics.
- Assisted leadership in maintaining team standards in a fast-paced environment.
Repair Agent
Rogers Cable/Home Phone
01.2017 - 08.2025
- Provided inbound technical support for cable TV and home phone and internet services.
- Troubleshot and resolved issues with modems, cable boxes, and phone connectivity.
- Guided customers through step-by-step solutions while delivering professional customer service.
- Documented service cases and resolutions in CRM systems for accurate tracking.
- Escalated complex technical issues to advanced support teams when required.
- Maintained strong performance metrics in call handling and customer satisfaction.
Virgin Mobile Care Agent
HGS
09.2015 - 11.2016
- Provided inbound support for billing, account questions, and mobile services.
- Resolved customer concerns efficiently while delivering professional service.
- Updated accounts and documented interactions in internal systems.
Customer Service Clerk
Erma’s Variety
North Bay, ON
04.2009 - 09.2010
- Assisted customers with purchases and inquiries.
- Managed stock, organized shelves, and supported inventory.
- Maintained smooth daily store operations.
Authorized Sales Representative
Direct Energy
Ottawa, ON
11.2003 - 01.2004
Deli Clerk
Loblaws Supermarket
Orleans, ON
09.1993 - 01.2003
Switchboard Attendant
Wal-Mart
Kanata, ON
01.1996 - 12.1996
Skills
- Team Leadership & Coaching
- Performance Monitoring & Metrics
- Customer Service Excellence
- Call Center Operations
- Training & Onboarding
- Conflict Resolution & Problem Solving
- Technical Troubleshooting
- Communication & Interpersonal Skills
- CRM & Documentation
- Organization & Time Management
- Microsoft Office & Excel
- Adobe & Graphic Design (basic)
Languages
English
Full Professional
Certification
Coach Talent Plus Certified December 16th 2024
Timeline
Roadside Assistant
Sykes/Foundever
09.2025 - Current
On the Job Trainer/Team Leader
Sykes/Foundever
04.2024 - 07.2025
Repair Agent
Rogers Cable/Home Phone
01.2017 - 08.2025
Virgin Mobile Care Agent
HGS
09.2015 - 11.2016
Customer Service Clerk
Erma’s Variety
04.2009 - 09.2010
Authorized Sales Representative
Direct Energy
11.2003 - 01.2004
Switchboard Attendant
Wal-Mart
01.1996 - 12.1996
Deli Clerk
Loblaws Supermarket
09.1993 - 01.2003