Jessica Smith, Consultant

Smith-Jessica-174-2Jessica Smith joined RCDA in 2015 to work on the DIRECTV telco project. Her site showed record-breaking performance for DIRECTV overall sales, with a targeted percent to increase over 900% for three consecutive months. Jessica then transitioned to DIRECTV Direct Sales, where she drove significant improvement in the close rate and bundle attachment rate. She continued in her successes by focusing on changing behaviors, developing agents’ sales skills and partnering with the management team to continue their development as well.

Jessica has more than 10 years of experience in operations management and development. She is highly experienced in management training, program growth and development, process improvement, strategic planning and building new call centers from the ground up. She spent nine years partnering with AT&T in landline and U-verse sales and customer service departments. She participated in various management training and was inspired to create and implement a training course within her own management team. The training developed managers and focused on potential leadership candidates.

She has received numerous awards for her yearly improvements of vendor sites on measurable KPIs for AT&T.

Jessica is self-motivated and results driven and loves celebrating measurable improvements. She believes in “inspecting what you expect” through follow-ups on training and coaching. Her excellent communication and dialogue skills allow her to build healthy and positive relationships with clients, management teams and peers.