Jessica Gomez
Gilbert
Summary
Results-driven professional with over 10 years of experience in employee engagement, customer service, and strategic operations. Expertise in driving performance, fostering collaboration, and aligning initiatives with organizational objectives. Proven success in coaching teams, managing high-pressure environments, and utilizing data analytics to optimize outcomes. Adept at building strong relationships, advocating for key issues, and enhancing organizational growth through continuous improvement. A skilled communicator and problem solver, committed to achieving excellence and delivering impactful solutions that support business success.
Overview
15
15
years of professional experience
Work History
Customer Service Manager
Shellpoint Mortgage Servicing
01.2013 - Current
- Supervise and manage teams of 10-60 employees during each shift, ensuring optimal performance and focus on company objectives and goals.
- Maintain team alignment with organizational priorities, ensuring tasks are completed efficiently and effectively.
- Prepare and analyze project reports, monitoring key performance metrics to assess team progress and performance.
- Drive employee engagement by coordinating and organizing events designed to increase employee participation and enhance morale.
- Monitor quality standards and compliance requirements to ensure adherence to company policies and industry regulations.
- Achieved production targets through effective training, development, and motivation of team members, utilizing incentives to drive performance and meet organizational goals.
Collector/Lead
LHR Inc.
01.2010 - 11.2012
- Supervised a small team, providing coaching and feedback to improve performance and support a positive work environment
- Introduced employee engagement initiatives to boost motivation and retention in a fast-paced, goal-driven setting
- Contributed to team-building efforts, ensuring alignment with company goals and fostering a sense of value and connection
Education
MOL - Organizational Leadership
Northern Arizona University
Flagstaff, AZ12.2024
BBA - Strategic Leadership
Northern Arizona University
Flagstaff, AZ05.2023
High School Diploma - undefined
Camelback High School
Phoenix, AZ05.2009
Skills
- Multi-Tasking & Time Management
- Workplace Culture Development
- Strategic Organizational Leadership
- Performance Management & Development
- Problem-Solving & Strategic Thinking
- Conflict Resolution
- Communication & Relationship Building
- Project Management
- Data-Driven Decision Making
Timeline
Customer Service Manager
Shellpoint Mortgage Servicing
01.2013 - Current
Collector/Lead
LHR Inc.
01.2010 - 11.2012
BBA - Strategic Leadership
Northern Arizona University
High School Diploma - undefined
Camelback High School
MOL - Organizational Leadership
Northern Arizona University
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