Jalessa S. Skinner
Locust Grove
Summary
Results-driven leader with a strong commitment to developing talent and driving performance. Proven ability to inspire teams and achieve organizational goals thorough strategic vision and effective coaching. My objective is to drive profitable growth, create vision and culture within the company, and to effectively drive change. Along with fostering talent, I have an ability to adapt quickly to any environment, to manage large scale change, and develop an inspired and successful team.
Overview
11
11
years of professional experience
Work History
Customer Service Manager
GEICO
03.2022 - Current
- MOAT Project Lead – Managed a MOAT pilot that generated an FTE savings of 24.43 associates
- Debarment MOAT Champion- Improved muti-line quotes by 3.85 points from 2023 to 2024, ranking Macon the #1 region in multi-line quotes and yielding the company with higher retention from policy holders.
- Led the country in internet customer service surveys by implementing a Root Cause Analysis and Coaching Plan Workshop that focused on the true root cause for performance deficits and fact-based coaching.
- 1st Quartile Manager
- Entire team 1st quartile 1Q2024
Centralized Services ERS/Glass/Accident Tow Manager
GEICO
07.2019 - 03.2022
- Responsible for Glass Claims, ERS Claims, and Accident Tow
- Created and implemented a departmental schedule optimization that improve the department’s ability to answer the phone. The optimization improved our average service level from 65% to 85% and drastically improved our average speed of answer by 22 seconds
- Implemented a new interactive Supervisor framework to drive performance
- Work Force Coordinator champion
Midwest Sales Supervisor
GEICO
01.2015 - 06.2019
- #1 Sales Supervisor in Midwest for 2019
- Promoted 29 associates to 63
- United Way Liaison
- Effectively mentored and develop MDP’s for next step
- Implemented actions to drive New Purchase Survey to #2 CW
- Roundtable/Town Hall Coordinator responsible for bridging the gap between Sales, Service, and Claims
- Created a supportive environment resulting in a Auto Sales Supervisor engagement of 100% on the 2018 AOS Survey
- Co championed a swing gate that improve service level in for Sales and Service by training agents to handle both call types
Midwest Sales SPP
GEICO
03.2015 - 09.2015
- Overall SPP rating of 4.0
Training Coach
GEICO
10.2014 - 03.2015
- Responsible for training new agents on the sales application
- Taught selling strategies to improve closure
- Provided remediation on Selling Strategies and Quality behaviors
- Create job aides to propel execution to the next level
Sales Agent
GEICO
08.2013 - 10.2014
- Promoted from Grade 60 – 63 within 9 months
- Achieved Silver Tier Chairman’s with 10 months of tenure
- Provided floor coverage and team support
Education
Bachelors - Business Management
Strayer University
Washington, DC01-2020
Skills
- Customer Service
- Glass Claims
- Accident Tow Claims
- Emergency Road Service
- Sales
- Problem-Solving
Timeline
Customer Service Manager
GEICO
03.2022 - Current
Centralized Services ERS/Glass/Accident Tow Manager
GEICO
07.2019 - 03.2022
Midwest Sales SPP
GEICO
03.2015 - 09.2015
Midwest Sales Supervisor
GEICO
01.2015 - 06.2019
Training Coach
GEICO
10.2014 - 03.2015
Sales Agent
GEICO
08.2013 - 10.2014
Bachelors - Business Management
Strayer University
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