Jessica Banza
Lithonia
Summary
Income Support Coach at Inspiritus with expertise in policy analysis and communication. Developed customized training programs that improved team performance and client outcomes. Skilled in project management and collaboration, delivering solutions that enhance operational efficiency and customer satisfaction.
Overview
7
7
years of professional experience
Work History
Income Support Coach
Inspiritus
Decatur
10.2022 - 01.2025
- Collaborated with department heads to create training programs that addressed specific needs of each team member.
- Maintained accurate records of all coaching sessions in order to track progress over time.
- Managed multiple projects simultaneously while ensuring timely completion of assigned tasks.
- Maintained accurate records of client interactions and outcomes.
- Created monthly reports summarizing the results of coaching activities, which were presented at management meetings.
- Maintained strong knowledge by participating in workshops, conferences, and online education classes.
- Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions.
Supervisor of Operations
Briggs & Stratton
Stone Mountain
08.2020 - 04.2021
- Resolved customer complaints in a timely manner while maintaining high customer satisfaction ratings.
- Analyzed data to identify trends in customer needs, product demand or operational efficiency opportunities.
- Developed and implemented policies and procedures for efficient workflow.
- Oversaw daily operations of the department, including personnel management, budgeting and scheduling.
- Monitored employee productivity levels to identify areas for improvement or additional resources needed.
- Conducted regular reviews with team members to assess their performance and provide feedback as needed.
- Provided training and guidance to team members on operational procedures and best practices.
- Identified process improvements that could reduce costs or improve service quality and efficiency levels.
- Collaborated with senior leadership on strategic initiatives related to operations.
- Ensured compliance with all applicable laws, regulations and standards.
- Developed and enforced safety protocols, significantly reducing workplace accidents.
Customer Service Representative
Delta Dental
Alpharetta
10.2019 - 06.2020
- Provided exceptional customer service to ensure customer satisfaction.
- Developed strong relationships with customers by providing personalized assistance and support.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed positive relationships with customers through friendly interactions.
- Maintained a high level of professionalism when dealing with difficult customers.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Answered customer inquiries and provided accurate information regarding products and services.
- Answered customer inquiries via phone, email, and chat.
- Provided accurate information about products and services to customers.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
Customer Support Specialist
House of Cheatham
Stone Mountain
01.2018 - 09.2019
- Ensured customer satisfaction through effective communication skills and problem resolution techniques.
- Responded to customer emails and phone calls promptly, courteously, and professionally.
- Recorded all customer interactions into the database system accurately and completely.
- Followed up with customers after issue resolution to ensure their satisfaction with the outcome.
- Created detailed reports on customer feedback for management review.
- Collaborated closely with other departments such as sales or marketing to resolve complex customer issues quickly and efficiently.
- Researched customer inquiries using available resources such as FAQs and online forums.
- Responded quickly to customer inquiries, needs and problems.
Education
Bachelor of Arts - Political Science
Georgia State University
Atlanta, GA05-2026
Associate of Arts - Political Science
Georgia State University
Atlanta, GA07-2022
Skills
- Policy analysis
- Research skills
- Data interpretation
- Customer service
- Project management
- Team collaboration
- Effective communication
- Problem solving
- Coaching techniques
- Leadership development
- Professional development
- Data entry
- [Type] training
- Task prioritization
- Verbal and written communication
Languages
English
Professional
French
Professional
Swahili
Professional
Affiliations
- I love being around different people from different places.
- I can easily blend in different cultures and traditions.
- I am very outgoing and open minded to new ideas and/or suggestions from others.
References
References available upon request.
Timeline
Income Support Coach
Inspiritus
10.2022 - 01.2025
Supervisor of Operations
Briggs & Stratton
08.2020 - 04.2021
Customer Service Representative
Delta Dental
10.2019 - 06.2020
Customer Support Specialist
House of Cheatham
01.2018 - 09.2019
Bachelor of Arts - Political Science
Georgia State University
Associate of Arts - Political Science
Georgia State University