Jessie Towey
About Jessie Towey
Jessie Towey serves as the Customer Operations Lead at Resident, where she applies her analytical skills to enhance customer support operations. With a background in psychology and extensive experience in customer experience management, she effectively utilizes data-driven insights to optimize performance metrics.
Work at Resident
Jessie Towey serves as the Customer Operations Lead at Resident, a position held since 2024. In this role, she operates remotely and focuses on enhancing customer support operations. Towey utilizes her analytical skills to monitor and analyze key performance metrics and contact center metrics. She leads audits and provides data-driven insights to optimize both internal and Business Process Outsourcing (BPO) support functions. Her responsibilities also include preparing comprehensive dashboards and reports that translate complex data into actionable insights for business leaders.
Education and Expertise
Towey earned a Bachelor of Arts degree from The University of Alabama, where she also completed a Minor in Psychology. Her educational background supports her expertise in leveraging data-driven insights to improve customer support operations. This foundation enables her to effectively analyze performance metrics and implement strategies that drive impactful change within customer service environments.
Background
Before joining Resident, Towey accumulated extensive experience in customer experience management. She worked at Shipt as a Customer Experience Manager from 2017 to 2024, where she honed her skills in customer support and operational efficiency. Prior to that, she was a Social Media Manager and Specialist at Uptick Marketing from 2015 to 2017. Additionally, she worked as an Applied Behavior Therapist at Collaborating for Kids, LLC from 2012 to 2015, gaining valuable insights into behavioral analysis and support.
Professional Skills
Towey specializes in utilizing strong analytical skills to enhance customer support operations. She leads comprehensive audits and collaborates with cross-functional teams to develop strategies for real-time issue resolution. Her ability to prepare and deliver detailed reports and dashboards allows her to translate complex data into actionable insights, facilitating informed decision-making among business leaders.