Jessica Carson
@jessicacarson
I lead customer service teams, process improvement, and operational performance.
United StatesWhat I'm looking for
At Prudential Financial, I lead a 10–20 person team handling phone transactions and customer inquiries, with responsibility for service levels, KPIs, call quality programs, and online support across email, chat, and inbound calls.
I’ve advanced from customer service roles supporting annuity products and high-value financial advisors to leading process improvement, coaching teams, and improving employee and customer satisfaction. I also serve as Treasurer for St. John’s United Church of Christ, overseeing financial reports, budgets, accounting practices, and governance.
Experience
Work history, roles, and key accomplishments
Front line manager of a team of 10-20 associates processing phone transactions and customer inquiries. Responsible for meeting service levels, leading process improvement projects, and managing call quality programs.
Service Team Specialist/Tech Lead/Assistant Manager
Jan 2019 - Mar 2021 (2 years 2 months)
Coached and provided front line support to a team of customer service associates. Drove change through process improvements and helped ensure KPIs were achieved.
Member of the Master's Council service team providing customer service for high value financial advisors. Provided front line service to advisors for annuity products.
Handled inbound calls for individual annuities and provided ownership and resolution to customer issues related to annuity products. Met and exceeded KPIs including quality and talk time.
Education
Degrees, certifications, and relevant coursework
University of Pittsburgh
Bachelor's degree, Economics
2005 - 2009
Bachelor's degree in Economics from the University of Pittsburgh, completed in 2009.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
Interested in hiring Jessica?
You can contact Jessica and 90k+ other talented remote workers on Himalayas.
Message JessicaGet matched with your dream remote job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
