Her Story
About Jessica
Jessica is an accomplished learning and development executive whose career has been defined by a passion for empowering people and transforming workplace learning into a strategic business advantage. As Learning and Development Manager at CallTower, she leads initiatives that support employee development, customer education, knowledge management, and organizational growth. Over the past 11 years, Jessica has built a culture of continuous learning that not only strengthens employee performance and customer success but also delivers measurable business results. Under her leadership, CallTower’s training function evolved from a support service into a revenue-generating program, producing more than $100,000 in revenue within two years while enhancing engagement, adoption, and operational effectiveness across the organization.
With more than 20 years of professional experience, Jessica’s journey into learning and development began unexpectedly. After launching her career in operations and management with Cold Stone Creamery, she transitioned into a corporate training role and quickly discovered a passion for helping others learn, grow, and succeed. That passion became the foundation of a career dedicated to adult education, instructional design, leadership development, and organizational effectiveness. She holds a bachelor’s degree in Journalism and Mass Communication from the University of New Mexico and a master’s degree in Adult Education and Training from the University of Phoenix. Her professional credentials include ATD Master Trainer certification, MBTI Certified Practitioner, Crucial Conversations, Crucial Accountability, Working Genius, and advanced instructional design certifications, reflecting her commitment to excellence and lifelong learning.
Jessica’s leadership philosophy centers on the belief that education has the power to transform both individuals and organizations. She views training not as an expense, but as a catalyst for confidence, innovation, and business growth. Throughout her career, she has championed hands-on learning, embraced emerging technologies such as artificial intelligence, and cultivated environments where people feel empowered to develop new skills and reach their full potential. A breast cancer survivor, Jessica brings resilience, determination, and perspective to her work, drawing strength from challenges and using those experiences to inspire others. She credits the mentors who supported her growth and remains committed to paying that influence forward by developing future leaders, fostering meaningful connections, and helping organizations create lasting cultures of learning and success.
Her Interview
Ten minutes with Jessica
01What do you attribute your success to?
I attribute my success to staying curious, being adaptable, and surrounding myself with great people. I’ve learned that success isn’t a solo act—it comes from collaboration, asking questions, and never being afraid to learn something new. Every challenge has been an opportunity to grow, and I credit that mindset—and the support of my team—for everything I’ve achieved.
02What’s the best career advice you’ve ever received?
The best career advice I’ve ever received is: ‘Stay curious and never stop learning.’ Technology and customer needs change fast, so being adaptable and asking questions has always helped me grow. I believe curiosity isn’t just about personal success—it’s about finding better ways to serve customers and make processes easier. That mindset is what brought me to CallTower.
03What advice would you give to young women entering your industry?
My advice to young women entering this industry is: believe in your voice and don’t be afraid to take up space in conversations. Technology is always evolving, and diverse perspectives drive innovation. Ask questions, stay curious, and never feel like you have to know everything—your adaptability and willingness to learn will set you apart. And most importantly, build connections—people in this industry love to share knowledge.
04What are the biggest challenges or opportunities in your field right now?
One of the biggest challenges right now is keeping up with rapid changes in AI and cloud communication while ensuring security and compliance. At the same time, that challenge is also our greatest opportunity. Customers want unified, easy-to-manage solutions with insights that save them time and money. By leveraging AI and automation, we can simplify complex tasks, personalize customer experiences, and proactively solve problems before they happen.
05What values are most important to you in your work and personal life?
The values most important to me are integrity, continuous learning, and collaboration. Integrity matters because building trust—with customers and colleagues—is the foundation for success. Continuous learning keeps me adaptable in such a fast-changing industry, and collaboration reminds me that the best solutions come from working as a team. These values guide me both at work and in my personal life because they create strong relationships and long-term growth.
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