Jessika Fleming
Summary
Experienced Director adept at overseeing all aspects of production, utilizing strong project management and decision-making skills. Possesses comprehensive knowledge of production writing, planning, and technical operations. Efficiently coordinates production plans and allocates personnel resources to meet tight deadlines. Skilled in navigating industry complexities to ensure seamless execution and deliver high-quality results.
Overview
13
13
years of professional experience
1
1
Language
Work History
Director of Call Centre
Smart Start Canada
01.2023 - 01.2025
- Managed and developed a team of 30 agents and 5 team leaders, consistently driving performance to exceed company goals
- Led recruitment, onboarding, and training for technical support agents, ensuring team readiness and adherence to company standards
- Resolved complex escalated issues in Field Operations, maintaining a high standard of service delivery and customer satisfaction
- Collaborated with monitoring authorities in AB, BC, SK, MB, ON, and YT to ensure compliance with program standards across regions
- Consistently met and exceeded key performance metrics: 65% close rate, 8-minute average handle time, and under 4-minute average answer time
- Designed and updated company policies and procedures, streamlining operations for greater efficiency and consistency
- Delivered coaching, feedback, performance evaluations, and disciplinary actions, fostering a culture of continuous improvement
- Allocated resources effectively to support Field Operations and Program Participants
- Maintained and updated the company website using WordPress, ensuring seamless user experience and accurate content
- Utilized tools including ADP payroll, Genesys phone system, JIRA ticketing, and HTML for efficient team performance and operational success
Helpdesk Support Manager
Smart Start Canada
01.2021 - 01.2023
- Managed a team of 15+ technical support agents, overseeing recruitment, onboarding, and training to ensure optimal team performance
- Diagnosed and resolved technical issues in collaboration with Field Operations to minimize disruptions and ensure system efficiency
- Reduced the average response time by 15% through the implementation of new ticketing workflows, improving customer satisfaction by 20%
- Monitored and ensured consistent adherence to key performance metrics, including response and resolution times
- Led regular team meetings, aligning team goals with company objectives and providing necessary updates
- Delivered coaching, performance reviews, and disciplinary actions to foster continuous employee development
- Managed resources effectively to provide timely support for Field Operations and Program Participants
- Developed and maintained training materials, collaborating with cross-functional teams to streamline processes and resolve issues
Client Service Manager
Smart Start Canada
01.2019 - 01.2021
- Managed a team of 15+ employees, overseeing daily operations and performance, ensuring optimal service delivery
- Conducted regular team meetings to align team goals, review performance, and provide updates
- Ensured adherence to key metrics for Install and Admin functions, maintaining service excellence
- Ensured compliance with company policies and procedures, consistently meeting service quality standards
- Delivered coaching, feedback, and disciplinary actions to support employee growth and performance improvement
- Scheduled shifts for 24/7/365 coverage, optimizing resource allocation and operational efficiency
- Continuously monitored resources to ensure timely support for Program Participants
Customer Care Centre Trainer
Smart Start Canada
01.2018 - 01.2019
- Recruited, hired, and trained new employees, ensuring they met and exceeded company standards for performance and service quality
- Developed and enforced new policies and procedures to optimize operations and improve customer satisfaction
- Leveraged firsthand experience as a Call Center Representative to enhance training, incorporating real-world scenarios and best practices
- Scheduled client installations and appointments, ensuring timely and accurate coordination
- Provided expert troubleshooting support for clients with interlock device challenges, delivering prompt and effective solutions
General Manager
Fun Park Amusement Centre
01.2017 - 01.2018
- Managed daily operations of teams up to 20 employees, ensuring smooth and efficient performance
- Oversaw financial budgets, ensuring profitability and meeting established targets
- Interviewed, hired, trained, and supervised staff, fostering a productive and motivated team environment
- Managed inventory control, ensuring stock levels were maintained and resources optimized
- Balanced point-of-sale systems and placed orders to ensure proper merchandising and product availability
Assistant Manager
Fun Park Amusement Centre
01.2016 - 01.2017
- Supervised a team of 20+ employees, ensuring high performance and efficient daily operations
- Managed budgeting, money handling, and financial processes to ensure accuracy and compliance
- Created and managed staff schedules, ensuring optimal coverage and operational efficiency
- Provided performance updates to senior management and implemented employee evaluations and disciplinary actions as necessary
- Contributed to the successful grand opening of the first park, ensuring a smooth launch
Third Assistant Manager
Save on Foods
01.2012 - 01.2016
- Trained and coached new employees, ensuring adherence to company policies and customer service standards
- Communicated and coordinated with vendors daily to ensure consistent product availability and inventory management
- Delivered excellent customer service while managing the counter and ensuring a positive shopping experience
- Managed inventory control, ensuring accurate tracking and timely stock replenishment
Education
High School Diploma -
Salisbury Composite High
Sherwood Park, Canada 05.2001 -
Skills
- Call center operations
- Collaborative problem-solving
- Effective communication
- Leadership and mentoring skills
- Creative problem-solving strategies
- Comprehensive project oversight
- Logistics and resource coordination
- Team leadership
- Strategic development
- Helpdesk management
Timeline
Director of Call Centre
Smart Start Canada
01.2023 - 01.2025
Helpdesk Support Manager
Smart Start Canada
01.2021 - 01.2023
Client Service Manager
Smart Start Canada
01.2019 - 01.2021
Customer Care Centre Trainer
Smart Start Canada
01.2018 - 01.2019
General Manager
Fun Park Amusement Centre
01.2017 - 01.2018
Assistant Manager
Fun Park Amusement Centre
01.2016 - 01.2017
Third Assistant Manager
Save on Foods
01.2012 - 01.2016
High School Diploma -
Salisbury Composite High
05.2001 -
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