Open to opportunities

Jessica Walker

@jessicawalker

Message

Experienced Customer Success Manager with exceptional people skills.

United States

Message

What I'm looking for

I am looking for a long-term position in a growing organization that values effective communication and exceptional customer service.

I am a dedicated Customer Success Manager with extensive experience in managing customer service teams and ensuring client satisfaction. Currently, I lead a team at Kastle Systems Inc., where I oversee a diverse group of professionals, handle customer interactions, and manage service order requests. My role involves training new clients on video and access control systems, showcasing my commitment to providing exceptional service and support.

Throughout my career, I have developed strong skills in escalation management, team building, and effective communication. My previous positions, including Video Operations Center Supervisor and Customer Account Executive, have equipped me with the ability to handle complex customer needs and maintain high service standards. I thrive in dynamic environments and am driven to achieve results that benefit both the organization and its clients.

Experience

Work history, roles, and key accomplishments

Current

Customer Success Manager

Current

Kastle Systems Inc.

Feb 2024 - Present (1 year 4 months)

Managed a Customer Service team of 6 engineers, service coordinator, client server rep, and video specialist. Handled collections accounts, video footage, contact with Police and Fire Departments, and insurance carriers for managed sites. Conducted payroll, training, and all customer interactions, including service order requests and follow-up.

Customer Management Payroll Training Microsoft Teams JDP Survey Preparation

Video Operations Center Supervisor

Kastle Systems Inc.

May 2015 - Present (10 years 1 month)

Supervised a call center monitoring government, commercial, and residential properties across 11 states. Contacted clients, police, and fire departments for alarm activations, loitering, drug activity, and suspicious incidents. Ensured building and tenant safety, gathered footage for MPD, and processed payroll, weekly audits, and scheduling.

Call Center Supervision Payroll Processing Scheduling Auditing Government Property Monitoring Commercial Property Monitoring

Customer Account Executive

Comcast Corporation

Apr 2013 - Present (12 years 2 months)

Worked in the Retention Department, assisting with customer retention by offering promotions and upgrades. Handled billing, general account setup, disconnects, payments, technician visit scheduling, and troubleshooting. Provided floor support as a temporary lead representative.

Customer Retention Billing Account Management Troubleshooting Scheduling

Operations Lead Supervisor

Access Worldwide (AT&T)

May 2012 - Present (13 years 1 month)

Assisted with sales and customer service for the call center, servicing California and Southwest states. Supervised 102 associates, including payroll updates and new hire training. Achieved daily, weekly, and monthly revenue goals and customer service training objectives.

Sales Customer Service Call Center Operations Payroll Revenue Goals Daily Record Logs

Guest Service Supervisor

Wyndham Vacation Resorts

Dec 2009 - Present (15 years 6 months)

Ensured vacation time-share owners enjoyed their stay by processing check-in and check-out paperwork. Conducted daily meetings to review customer service scores. Maintained daily logs for inventory, audit information, hospitality, and customer service follow-up.

Customer Service Inventory Management Auditing Training Scheduling Resort Operations

Operations Supervisor

Home Depot- Aspen Hill

Sep 2006 - Present (18 years 9 months)

Supervised 22 associates, completing schedules, work lists, reviews, and disciplinary actions. Trained new associates and supported their development. Supervised the front desk and phone center, working on special projects including current promotions and signage.

Scheduling Training Customer Service Sales Inventory Management

Education

Degrees, certifications, and relevant coursework

University of The District of Columbia

GED Program, General Educational Development

Completed a General Educational Development (GED) program. This program demonstrates proficiency in core academic subjects, equivalent to a high school diploma.