As manager of Caterpillar’s Customer Interaction Center (CIC), Jennifer Espinosa leads a global contact center responsible for handling thousands of daily voice and digital interactions with customers around the world while supporting the firm’s marketing and sales operations objectives.
A 6 Sigma Black Belt, Espinosa has filled many roles at Caterpillar since joining the firm in 2004, including leading a project to design and construct the company’s Panama Demonstration & Learning Center. When she took leadership of the CIC in 2015, she identified opportunities to expand its geographical reach by rapidly developing a regional supplier into a global one. More recently, she helped develop and launch the Cat Care contact center, which provides technical support for Caterpillar’s suite of technology products and services.
In 2016, Espinosa participated in the Caterpillar-developed Breakthrough Leadership for Women program, and she facilitates sessions of a parallel program for men. Earlier this year, she was nominated to be a facilitator for the two-day M&D Leadership Summit, leading multiple discussions on key topics with a group of peers and superiors.
Given the rigors of her career and family life, Espinosa’s level of community service is rather extraordinary. She volunteers extensively with Easterseals, serving as a committee member for the Miles for Milestones fitness fundraising platform and co-chairing the Team Believe marathons in Chicago and New York City. She recruits and hosts marathon runners, coordinates logistics, builds marketing and promotion plans, supports fundraising efforts, serves as event spokesperson, and acts as team cheerleader. She also co-chairs the Easterseals Run, Walk, and Roll fundraiser, coordinating numerous aspects of the event to raise awareness for children and families with disabilities.
In addition, Espinosa has served as a phone volunteer for the Easterseals Telethon since 2014 and volunteered to support the Easterseals MindShare Midwest Leadership Summit in 2016. She is also a Junior Achievement volunteer for kindergarten classes at Harrison Community Learning Center and for first and second-grade classes at Trewyn School in Peoria. iBi