Jillian Earnest

Jillian Earnest currently serves as the Manager of the Client Service Center at MetLife Legal Plans, a position held since September 2015, where responsibilities include managing a team of six supervisors and overseeing the daily operations of a contact center with approximately 80-90 staff members. Jillian focuses on maximizing productivity, enhancing Net Promoter Score (NPS) and Customer Satisfaction (CSAT), and meeting Service Level Agreements (SLAs). Additionally, expertise as a Subject Matter Expert (SME) is utilized in various projects related to the design, testing, and implementation of new cloud-based systems within the contact center. Prior experience includes a role as a Sales Associate at Kohl's and as a Front End Coordinator at Giant Eagle, Inc. Jillian Earnest holds a Bachelor's degree in Marketing from the University of Mount Union.