Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Jessica Buescher

Monticello

Summary

Customer service professional with a proven track record of exceeding customer expectations through exceptional support. Proficient in managing high volumes of inbound and outbound communications, utilizing strong problem-solving and multitasking skills. Experienced in high-demand environments, consistently delivering accurate and effective solutions to customer inquiries.

Overview

11
11
years of professional experience

Work History

Customer Care Team Manager

Busey Bank
Champaign
02.2025 - Current
  • Supervised customer care team in high-volume service environment.
  • Developed training programs to enhance staff performance and service quality.
  • Resolved complex customer issues through effective problem-solving techniques.
  • Monitored team metrics to ensure compliance with service standards.
  • Coordinated scheduling to optimize coverage during peak hours.
  • Analyzed customer feedback to identify areas for service improvement.
  • Conducted regular meetings to foster team collaboration and engagement.
  • Established clear goals and objectives for the team in order to meet business targets.
  • Maintained an up-to-date knowledge of products and services offered by the company.
  • Ensured that all customer queries were resolved quickly and efficiently.
  • Provided guidance to a team of customer service representatives on how to handle difficult customer inquiries.
  • Managed escalations from customers regarding unresolved issues or complaints.
  • Facilitated meetings between different teams within the organization in order to resolve complex issues.
  • Monitored daily performance of team members to ensure quality customer care standards were met.
  • Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.
  • Delegated work to staff, setting priorities and goals.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Review and decision limits increase to ensure no red flags or risks to the bank. (Zelle, P2P, Bill Pay, Mobile Deposit, External Transfer, and Debit Cards)

Care Senior Advisor

Busey Bank
Champaign
06.2021 - Current
  • Assist advisors, bankers and support departments with technical help via email, call or in Jabber.
  • Provide weekly touch bases with advisors where we go over quiz scores, any material provided in our team meetings and to assist in any areas or questions the advisor needs help in. (Currently have 16 advisors on my team)
  • Test new technical programs/products that will launch

Regional Customer Care Team Lead

Busey Bank
Champaign
01.2023 - 02.2025
  • Trained staff on best practices and customer interaction techniques.
  • Resolved escalated customer issues with effective problem-solving strategies.
  • Monitored team performance and provided constructive feedback regularly.
  • Coordinated training sessions to ensure team knowledge of products and services.
  • Resolved escalated customer complaints in a timely manner.
  • Provided day-to-day leadership and direction to a team of customer care representatives.
  • Maintained up-to-date knowledge of industry developments, competitor activities, and relevant regulations.
  • Assessed team performance against established goals and objectives on an ongoing basis.
  • Trained new customer care staff on company policies, procedures, products and services.
  • Monitored customer satisfaction levels through surveys and feedback.
  • Conducted regular meetings with the customer care team to ensure quality performance and productivity.
  • Coached team members on problem solving techniques when dealing with challenging customers.

Customer Care Advisor

Busey Bank
Champaign
10.2021 - 10.2021
  • Answered inbound customer calls in a timely manner to help resolve their issues.
  • Provided excellent service on each and every call.
  • Communicated with clients regarding account services, statements, and balances.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Assisted call-in customers with questions and provided solutions.

MSR III

Addition Financial
Lake Mary
06.2015 - 05.2021
  • Answer incoming calls along with making outbound calls to assist the membership.
  • Act as a Backup Team Lead to assist our agents with additional support as well as take over escalated calls from our membership.
  • Lead Supervisor on Saturdays twice a month.
  • Lending agent who takes consumer loan applications over the phone for our membership.
  • Lead title went to MSR Ill as at this time I moved from FL to IL and this was prior to Covid. They did not have the tools we have know to know that a remote supervisor would work so I took a step back but remained as a backup lead.

Lending Team Lead

Addition Financial
Lake Mary
03.2014 - 06.2015
  • Grade and monitor lending agent's phone performance.
  • Develop solutions for member related issues.
  • Enter monthly statistics based on monthly lending reports.
  • Coach team members to reach monthly and yearly performance goals.
  • Responsible for 14 agents (8 lenders and 6 regular agents).

Education

No Degree - General

Trident Technical College
Goose Creek, SC
05.2001

High School Diploma -

Stratford High School
Goose Creek, SC
05.2001

Skills

  • Active Listening
  • Critical Thinking
  • Problem-Solving
  • Decision-Making
  • Good Telephone Etiquette
  • Flexible and Adaptable
  • Teambuilding
  • Teamwork and Collaboration
  • Dependable and Responsible
  • Cultural Awareness
  • Excellent Communication
  • Written Communication
  • Attention to Detail
  • Data Entry
  • Team leadership
  • Problem solving
  • Customer relationship management
  • Conflict resolution
  • Escalation management
  • Employee coaching
  • First call resolution
  • Stress management
  • Decision-making
  • Customer service
  • Call center experience
  • Problem resolution

References

References available upon request.

Timeline

Customer Care Team Manager

Busey Bank
02.2025 - Current

Regional Customer Care Team Lead

Busey Bank
01.2023 - 02.2025

Customer Care Advisor

Busey Bank
10.2021 - 10.2021

Care Senior Advisor

Busey Bank
06.2021 - Current

MSR III

Addition Financial
06.2015 - 05.2021

Lending Team Lead

Addition Financial
03.2014 - 06.2015

No Degree - General

Trident Technical College

High School Diploma -

Stratford High School

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Jessica Buescher