Jessica Warren
West Plains
Summary
Motivated leader with over 10 combined years of experience in customer service, state benefit programs, and office administration. Skilled in performance monitoring, policy interpretation, conflict resolution, and maintaining accuracy in high-volume environments. Known for creating a supportive, professional team culture and ensuring consistent, high-quality service for clients. Authorized to work in the US for any employer.
Overview
17
17
years of professional experience
Work History
Benefit Program Supervisor
Missouri Family Support Division
10.2023 - Current
- Supervise and coach Benefit Program Technicians, providing ongoing training, monthly performance feedback, and support to improve quality and consistency.
- Work collaboratively with other supervisors to strategize, problem-solve, and implement effective approaches that enhance staff development and team performance.
- Monitor KPIs, customer service standards, and case accuracy; identify performance issues and implement corrective actions.
- Design user friendly spreadsheets to input data collected, to monitor trends and patterns.
- Strengthen team communication by serving as liaison between staff and administrators, ensuring concerns are addressed and decisions are clearly understood.
- Support the Office Manager by offering insight into workflow needs, modeling professionalism, and reinforcing policy and procedural expectations.
Benefit Program Technician
Missouri Family Support Division - Child Support
03.2021 - 10.2023
- OUTREACH/ENGAGEMENT BPT POSITION:
- Work directly with clients to help find community resources needed to eliminate barriers preventing them from paying their child support obligation.
- Make adjustments on income withholding orders for clients enrolled in the engagement process.
- Facilitate with the Division of Youth Services children in Cabool, MO discussing amongst the class on Parenthood Can Wait programs.
- Monitor case loads to ensure the participants are continuing to make payments and encourage them to put forth the requirements to stay enrolled in the program.
- FINANCIAL BPT POSITION:
- Review judicial and administrative orders and ensured accurate entry into the state system to allow for enforcement actions.
- Processed financial adjustments (credits, direct payments) and audited case details to maintain compliance.
- Completed hearing requests, assisted during hearings, and coordinated with out-of-state agencies.
- Handled inbound calls and face to face interactions, verifying demographic data, documented case information and provided guidance.
- CALL CENTER BPT POSITION:
- Receive inbound calls daily, verifying demographic data, documenting case information, and providing accurate child support guidance.
- Record all interactions in the statewide database and forwarded cases for additional action when needed.
Legal Assistant
CSC Law LLC
04.2020 - 02.2021
- Managed scheduling, intake, document drafting, and trail preparation for a busy law practice handling a multitude of cases.
- Coordinated filings (electronic and paper) and ensured deadlines were met.
- Supported attorneys by drafting motions, organizing evidence, and preparing clients for hearings.
Customer Service Representative
MFA Oil Company/Rolla Farmers Exchange
09.2011 - 12.2019
- Provided high-volume customer service, handling 50+ transactions per day and resolving billing, safety, and service questions.
- Managed scheduling, appointments, POS transactions, and inventory support.
- Maintained clean, organized workplace and ensured a positive customer experience.
Sales Associate
The Family Center
01.2009 - 01.2011
- Responsible for the cash register/clothing department
- Answered incoming calls
- Conducted credit card transactions through POS System
- Placed orders
- Educated customers about products
- Up-sold customers
- Completed an average of 50+ transactions per day
- Assisted with returns
- Responsible for store displays
- Stocked the floor
- Maintained a clean service environment
- Provided pleasant customer service
Education
High school diploma or GED -
Rolla Sr. High School
Rolla, MOSkills
- Administrative experience
- Documentation
- Word processing
- Call center experience
- Calendar Management
- Inventory control
- Customer Service
- Presentation software
- Account management
- Microsoft applications
- Phone etiquette
- Reconciliation
- Typing
- Administrative Assistant
- Legal Research
- Legal Drafting
- Strategic planning
Awards
Rookie of the Year - FSD, 2022, This award recognizes an individual who, at the time of the nomination, has been employed with the Family Support Division, a circuit clerk's office, or a prosecuting attorney's office for less than 2 years and has shown by his/her dedication that he or she is committed to Missouri's child support program.
Additional Information
8 months of Highly Effective Human Service Managers Program training with Tim Nolan.
Timeline
Benefit Program Supervisor
Missouri Family Support Division
10.2023 - Current
Benefit Program Technician
Missouri Family Support Division - Child Support
03.2021 - 10.2023
Legal Assistant
CSC Law LLC
04.2020 - 02.2021
Customer Service Representative
MFA Oil Company/Rolla Farmers Exchange
09.2011 - 12.2019
Sales Associate
The Family Center
01.2009 - 01.2011
High school diploma or GED -
Rolla Sr. High School