Kristen Jernigan: Optimizing Customer Satisfaction

We spoke with CivicActioner Kristen Jernigan, Technical Support and Training Specialist on our GlobalNET team, about “lightbulb moments,” what brings her energy at work, and optimizing customer support on projects.

What is the most rewarding part of your job?

One of my favorite parts of my job is working with a customer to troubleshoot a tricky concept so we can problem-solve and get to a solution together. I love witnessing those “lightbulb moments” when something that seemed impossible becomes possible.

What excites you most about your work?

I feel energized when I can bring a customer request to the team and collaborate to make it a reality. It’s gratifying to help make our partners’ jobs easier!

How do we optimize customer support on projects? Why is this important to you?

When people reach out for support, they are often frustrated or something is broken. Providing a timely response ensures that they feel heard and fosters effective communication. This is important to me because effective communication is crucial for maintaining high levels of customer satisfaction, ensuring project success, and fostering long-term relationships.

How long have you been working at CivicActions? What do you find unique about the company culture?

I recently celebrated my second anniversary at CivicActions. The culture of openness here is truly unique, creating a safe space where we can all learn and grow together.

Learn more about our work on GlobalNET for the Defense Security Cooperation Agency (DSCA).