1. Jennifer E. Flaig
JenniferFlaig7@gmail.com
309.243.1156 | 10504 N. Liverpool Drive, Peoria, IL 61615
http://www.slideshare.net/JoviGirl_1983/resume‐extras‐8409660
EDUCATION
May 2004 M.S. in Communication | Illinois State University
May 1996 B.A. in Speech Communication | Monmouth College
PROFESSIONAL EXPERIENCE
August 2007 ‐ Present Illinois Central College | East Peoria, Illinois
 Adjunct Faculty | Introduce a diverse population of
undergraduate students to communication theory & public
speaking
October 1998 ­ Present AFFINA | Peoria, Illinois
Operations, Quality, Workforce, ACRM, Client Services
February 2006 – Present ACRM | Client Services
 ACRM Research Analyst | Research customer satisfaction, issue
resolution, and loyalty via online, outbound, and IVR surveys
 Drive efficiencies by streamlining and automating processes
January 2002 – January 2006 Workforce Management
 Reports Analyst | Developed quantitative performance analysis
for Sr. Management
 Operations & Scheduling Analyst | Synchronized staffing levels
with call arrival patterns
 Identified potential risks and opportunities relating to
departmental and operational efficiencies
 Real Time Analyst | Managed and developed a multi‐site team
 Realigned team to increase productivity and customer
satisfaction, which strengthened the partnership between
Workforce and Operations
April 2000 – December 2001 Quality & Training
 Operations Trainer / Quality Auditor | Managed the quality‐
monitoring program, including a team of QA representatives
 Conducted monthly supervisor performance audits of quality
processes
October 1998 – March 2000 Operations
 Operations Supervisor | Coached and developed front‐line
agents
KEYWORD SUMMARY
strategic thinking, creative problem solving, advanced Microsoft Excel skills, IBM SPSS, research, data analytics, team
management, satisfaction and loyalty expert, CRM, net promoter score, customer effort score, customer loyalty, workforce,
quality, call center operations, coaching and development, communication professional, part‐time professor, online
learning, social media enthusiast, presentation designer, Bon Jovi