Jessica Stephen
London,Canada
Summary
Dynamic and results-driven Client Manager with 15+ years of expertise in client relations, strategic account oversight, and fleet management solutions in the roadside industry. Currently Senior Director at a leading North American roadside assistance company, managing full portfolios for 10+ high-profile clients across Canada and the US. Proven at building trusted partnerships, driving operational excellence, and delivering tailored solutions in fast-paced, service-driven environments.
Supervisory Experience Highlights
- Directed and mentored cross-functional teams ranging from 20 to 60 agents across call centre, training, and quality-assurance functions.
- Established performance-management frameworks that boosted KPI attainment by up to 20%.
- Coached frontline and leadership staff via 1:1s, group workshops, and targeted feedback—improving productivity and morale.
- Led joint initiatives with US and Canadian operations to standardize best practices and streamline escalations.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior Director of Client Relations
Dominion Automobile Association
01.2019 - Current
- Lead end-to-end client onboarding and portfolio management for fleet management companies, financial institutions, and OEMs.
- Implement KPI reporting frameworks and performance-management strategies, reducing escalations and enhancing engagement.
- Foster cross-functional collaboration to drive service improvements and strengthen strategic partnerships.
- Ensure the client’s voice is heard through regular feedback sessions and actionable plans.
- Collaborate with fleet stakeholders to optimize roadside assistance workflows, cutting response times by 15%.
- Design and execute tailored service packages, addressing unique needs like vehicle confirmations, dispatch efficiency, and driver support.
- Train and support team members to maximize application of knowledge and skills on the job.
- Communicate business strategies and results to teams, fostering alignment and engagement.
Supervisor, Training and Quality Assurance
Dominion Automobile Association
01.2016 - 01.2019
- Developed and launched a comprehensive training curriculum for new hires and client refresher programs.
- Supervised a team of quality-assurance agents to monitor call handling and uphold customer-satisfaction standards.
- Coached QA agents to achieve a 20% improvement in call-handling accuracy.
- Spearheaded rollout of a new LMS platform, reducing onboarding time by 25%.
- Orchestrated internal and external client launches, liaising with US operations for seamless integration.
- Conducted performance evaluations, providing constructive feedback for employee development.
Call Centre Supervisor
Dominion Automobile Association
10.2013 - 01.2016
- Supervised daily operations of call center, ensuring adherence to quality standards and service levels.
- Oversaw 60 agents, reporting directly to the VP of Operations.
- Trained and mentored team members on effective communication techniques and problem-solving strategies.
- Performance-managed staff to ensure 100% monthly KPI attainment.
- Introduced dynamic call-routing protocols, increasing response efficiency by 10%.
- Processed timecards and led process-improvement projects to optimize operational workflows.
Call Centre Manager
Dominion Automobile Association
06.2011 - 10.2013
- Managed 20 frontline agents, delivering coaching and professional development that boosted productivity by 15%.
- Handled customer escalations and complex service issues, maintaining high satisfaction levels.
- Streamlined call-handling procedures to improve response times and agent effectiveness.
- Led customer service initiatives to enhance satisfaction and retention rates.
Sales & Call Centre Representative – Roadside Assistance
Dominion Automobile Association
08.2008 - 06.2011
- Handled inbound roadside assistance requests from customers and business clients.
- Coordinated dispatch logistics with service providers to ensure timely resolutions.
- Maintained accurate call logs and contributed to continuous-improvement initiatives.
Education
High School Diploma -
Lord Dorchester Secondary School
06.2004
Pre-Health Certificate -
Fanshawe College
06.2006
Skills
- Salesforce CRM (reports, dashboards, pipeline management)
- Vonage telephony & dynamic call-routing solutions
Certification
- Completed internal leadership-development and quality-assurance workshops
- Ongoing growth via industry webinars and peer-learning communities
Languages
English
Personal Information
Timeline
Senior Director of Client Relations
Dominion Automobile Association
01.2019 - Current
Supervisor, Training and Quality Assurance
Dominion Automobile Association
01.2016 - 01.2019
Call Centre Supervisor
Dominion Automobile Association
10.2013 - 01.2016
Call Centre Manager
Dominion Automobile Association
06.2011 - 10.2013
Sales & Call Centre Representative – Roadside Assistance
Dominion Automobile Association
08.2008 - 06.2011
Pre-Health Certificate -
Fanshawe College
High School Diploma -
Lord Dorchester Secondary School
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