Jessica P.

Experience

• 

  Verizon Wireless

  May 2001 - Sept 2007

  Program Manager - CS Operations

  - Optimized Equipment Programs: Managed end-to-end equipment processes across the West Area, ensuring seamless execution, compliance, and strategic improvements.- $2M+ Cost Savings Initiative: Led a cross-functional team (Marketing, Legal, Sales Ops, IT, Reporting, Asurion) to address billing errors in the insurance program, implementing an audit strategy that delivered $2M+ in annual savings.- Enhanced Operational Efficiency: Spearheaded process improvements by leading focus groups, identifying operational bottlenecks, and partnering with IT to automate workflows—reducing friction for customer service staff.- Improved First Call Resolution: Identified that 80% of customer service calls about equipment upgrades were misrouted. Implemented IT and training solutions that increased equipment orders by 35% and improved QA pass rates to 80%.- Strategic Communication & Leadership: Delivered annual presentations to Senior Leadership on key initiatives, challenges, and strategic solutions. Developed internal communications and training resources to support front-line staff.- Cross-Functional Process Innovation: Collaborated with IT, Marketing, Sales, and Customer Service teams to streamline workflows, improve internally developed billing systems, and enhance overall customer experience. Show less

• 

  T-Mobile

  Sept 2007 - Sept 2008

  Product Manager - Handset Insurance

  Program Management | Process Optimization | Compliance & Vendor CollaborationExperienced in managing large-scale equipment protection programs, optimizing processes, and driving operational efficiency through strategic partnerships and cross-functional collaboration.- Seamless Program Execution: Managed daily operations in partnership with Asurion and internal teams, ensuring smooth execution and sustained program growth.- Compliance & Training Excellence: Closed a compliance gap in Limited Lines States by collaborating with Legal, Training, and Asurion to implement a training process, achieving and maintaining 100% completion rates.- Operational Cost Savings: Eliminated inefficiencies in the Retail equipment protection process by replacing manual stickers with integrated device price cards, generating $661K in annual savings.- Inventory Optimization: Partnered with Asurion’s Supply Chain to maintain optimal inventory levels, preventing backorders and ensuring consistent product availability.- Strategic Process Improvements: Worked with internal and external stakeholders to refine workflows, enhance program efficiency, and implement targeted training initiatives to support frontline teams.- Cross-Functional Leadership: Collaborated with Asurion, Legal, Marketing, and Training teams to streamline operations, enhance compliance, and drive long-term program success. Show less

• 

  Verizon Wireless

  Sept 2008 - May 2010

  Data Sales Manager - Indirect Retail

  Sales Enablement | Training & Development | Data AnalyticsExperienced in driving data sales initiatives, optimizing training programs, and leveraging analytics to enhance performance in indirect sales channels.- Sales Training & Enablement: Developed and delivered the PNW Agent Data Certification program, led Train-the-Trainer sessions, and facilitated targeted training workshops to enhance data sales capabilities.- Knowledge Gap Analysis & Curriculum Development: Identified training gaps through performance analysis and designed customized training programs to improve sales proficiency in data solutions.- Strategic Sales Support: Partnered with North Seattle Indirect Sales and Operations teams to ensure retail representatives were well-versed in data products and sales strategies.- Data-Driven Performance Insights: Created and implemented reporting templates to track key sales metrics (Data Attachment Per Contract (DAPC), Mobile Broadband, VZEmail), providing actionable insights to drive growth.- Recognized Performance Excellence: Awarded December MVP for the PNW Data Team, MVP for Best Year-over-Year DAPC Improvement, and honored as a 2009 Winner’s Circle recipient. Show less

• 

  Gibraltar, LLC

  Dec 2013 - Jan 2021

  Property Manager

  Property Management | Crisis Mitigation | Operational EfficiencyExperienced property manager specializing in multi-family residential operations, tenant relations, and process optimization to enhance property value and resident experience.- Portfolio Management & Performance: Oversaw three historic multi-family buildings (156 units) in Seattle, achieving the highest company ranking for tenant satisfaction, 100% occupancy, and minimal vacancy downtime (under 8 days).- Crisis Response & Conflict Resolution: Led crisis mitigation efforts, managing incidents such as arson, hazardous material events, and security concerns. Successfully negotiated security camera installations to enhance tenant safety.- Tenant Relations & Retention: Developed and implemented a comprehensive communication strategy to foster trust, streamline escalation procedures, and improve retention—achieving 6-9 month periods of zero attrition.- Process Optimization & Cost Savings: Introduced scheduling software to improve workflow efficiency, self-taught basic plumbing and electrical repairs to reduce maintenance costs, and optimized vendor partnerships for cost-effective service delivery.- Major Project Management: - Plumbing Upgrades: Coordinated unit replumbs for 40 units, consolidating work to minimize tenant disruption and reducing complaints by 75%. - Bed Bug Eradication: Partnered with pest control specialists to execute a structured treatment plan, ensuring tenant compliance and achieving full eradication within nine months. - Innovative Leasing Solutions: Launched a YouTube video tour system during COVID-19 to streamline remote leasing and maintain high occupancy rates.- Financial Oversight & Compliance: Reviewed budget reports to identify cost-saving opportunities, ensured lease compliance, and implemented a document organization system for tenant accessibility. Show less

• 

  KePow Group, LLC

  Jan 2021 - Oct 2024

  Owner

  Content Development | SEO Optimization | Coaching & Video AnalysisEntrepreneurial professional with experience in digital content creation, website management, and indoor rowing coaching.- Affiliate Website Management: Developed and maintained a niche affiliate marketing website focused on indoor rowing equipment and education, optimizing for engagement and SEO.- Content Strategy & SEO: Conducted in-depth research and wrote compelling, high-ranking content to drive traffic and improve user engagement.- Web & Graphic Design: Designed and managed the website, ensuring a professional, user-friendly experience through effective branding and UI/UX principles.- Educational Video Production: Filmed, edited, and published instructional videos on rowing techniques and equipment to support both beginners and experienced athletes.- Technical Coaching & Performance Analysis: Provided frame-by-frame video analysis for private clients, improving stroke efficiency, speed, and injury prevention.- One-on-One Rowing Coaching: Delivered personalized coaching sessions, tailoring instruction to individual skill levels and training goals. Show less

• 

  Sno-Isle Libraries

  Jul 2024 - now

  Library Associate

  Library Operations | Customer Service | Technology AssistanceAs Person In Charge (PIC), I ensure a safe and welcoming environment for all patrons.- Provide exceptional customer service, fostering positive community engagement and ensuring a high-quality library experience.- Assist patrons with technology-related inquiries, troubleshooting digital resources, and offering guidance on devices.- Offer personalized recommendations for books, resources, and library services, escalating complex inquiries when necessary.- Manage collection maintenance, ensuring organization and availability of resources for patrons. Show less