Open to opportunities

Jessie Dixon

@jessiedixon

I build Zendesk workflows and integrations that improve support efficiency, agent performance, and customer satisfaction.

Colombia

Message

What I'm looking for

I'm looking to own CX tooling and Zendesk operations end-to-end, improving workflows, integrations, and agent performance while partnering closely with Operations, QA, Training, and Workforce Management.

I've administered Zendesk for a 120+ agent multilingual BPO operation at IntouchCX, building triggers, automations, macros, views, groups, and ticket-routing rules across email, chat, and voice. I integrated Zendesk with a client knowledge base, an AI-assisted in-ticket lookup tool, and Slack so teams could respond directly from channels.

Across 15+ years in operations leadership, I've partnered with QA, Training, and Workforce Management to improve workflows, coaching, and KPI performance. My work reduced average handling time by 15–20%, improved NPS by approximately 15%, and cut new-hire ramp-up from 90 to 45 days.

Experience

Work history, roles, and key accomplishments

Sales Coach

Asurion

Feb 2026 - Jul 2026 (5 months)

Coached a bilingual team on active listening, empathy, accuracy, and compliance across service and sales interactions. Monitored satisfaction, quality, and productivity metrics to identify and close performance gaps.

Coaching Bilingual Communication Active Listening Empathy Quality Assurance Performance Monitoring Cross Functional Partnership

Senior Team Leader / Acting Operations Manager

IntouchCX

Jan 2020 - Dec 2025 (5 years 11 months)

Administered Zendesk for a 120+ FTE operation, building triggers, automations, macros, views, and routing rules. Integrated Zendesk with a knowledge base, AI-assisted lookup tool, and Slack, and reduced average handling time by 15-20% while improving NPS by approximately 15%.

Zendesk Triggers Automation Macros Views AI Tools Multichannel Support Process Improvement Lean Six Sigma Team Leadership Coaching Performance Management Documentation

Sales Specialist

Starboard Cruises

Jan 2019 - Dec 2020 (1 year 11 months)

Delivered consultative sales in a high-volume onboard retail environment, engaging international guests in English and Spanish.

Consultative Sales Bilingual Communication Customer Engagement Retail Sales

Operations Supervisor

Teleperformance

Jan 2013 - Dec 2019 (6 years 11 months)

Led bilingual support teams of up to 35 agents and improved NPS by 15% through coaching and process optimization. Applied Lean/Six Sigma methodologies, improving operational efficiency by more than 10%.

Team Leadership Coaching Process Optimization Lean Six Sigma NPS Operational Efficiency