Jennifer Zutter

Experience

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  VASA Insurance Company

  Mar 1990 - May 1995

  Actuarial Assistant

  Assist senior actuary in pricing and setting reserves by compiling data, conducting regression analysis and performing statistical modeling. Report results to senior management. Conduct meetings and training for sales agents explaining the pricing of the insurance products.

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  Arise Virtual Solutions Inc.

  Mar 2009 - now

  Instruct adult learners in full spectrum virtual call center service support for world's largest theme park. Monitor and evaluate all aspects of resort services, dining reservations, theme park information and guest service resolution and recovery. Create service aids to provide agents with priority information. Coach agents to help them achieve top KPIs.• Provide quality review and coaching to groups of 100 + call center agents • Conduct virtual instruction to internal partners utilizing Blackboard and Adobe• Consistently achieve 95% + certification rate, exceeding the corporate goal• Maintain average Net Promoter Score (NPS) index of 92• Set achievable incremental KPI goals resulting in new agents meeting and exceeding metrics within six weeks Show less

  • Senior Manager Customer Success

    Aug 2022 - now

  • Manager, Customer Success

    May 2019 - Aug 2022

  • Contracted Lead Instructor, Quality Auditor

    Mar 2009 - May 2019
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  Educational Testing Services

  Mar 2011 - Jun 2018

  Trainer, Chief Scoring Leader

  Conduct virtual training for 100+ scoring leaders on test prompts, rubrics, and management techniques to prepare them to lead their teams. Oversee daily activities of scoring of leaders.• Coach scoring leaders to ensure they apply rubrics correctly and assist their teams in a positive and timely manner. Oversee the daily activities of the leaders and intervene with enhancements when needed.

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  Harvard University

  Aug 2011 - Feb 2017

  MQI Rater and Coach

  Coached teachers on the quality rubric for the Method of Effective Teaching. Rate quality of academic lessons as they pertain to the rubric. Applied quantitative analysis tools to identify effective strategies.▪ Strategized effective communication techniques, using the performance review rubric, to encourage a teacher to improve instructional methods to help students become more engaged.