CONTACT

PHONE: 602-***-****

EMAIL: ad124a@r.postjobfree.com

PROFILE

Proven leader in call center excellence. At Terminix, pioneered a high-performing Customer Complaint Department, driving substantial team expansion and operational efficiencies. Contributed to McKesson's success as Operations Supervisor, optimizing teams and metrics. Currently excelling at Express Flooring, innovating training, implementing tech solutions, and enhancing overall operational effectiveness.

EDUCATION

Sierra Linda Highschool

High School Diploma

Glendale Community College

Associate in business management

SYSTEMS EXPERTISE

Salesforce

Five9

Tableau

Verint

Avaya

Oracle Service Cloud

Balto AI

Cisco Unified Contact Center

Microsoft suites (Excel, SharePoint, Microsoft Power BI, etc.)

Slack

RingCentral

KIEONA JONES

Call Center Management

Express Flooring - Training & QA Manager Call Center Director

June 2022– Present

Pioneered the establishment of an innovative and comprehensive training department, achieving a substantial reduction in onboarding time.

Implemented an advanced quality assurance framework with Balto AI, resulting in measurable improvements in agent performance and a remarkable boost in customer satisfaction scores.

Elevated outbound call efficiency by deploying a state-of-the-art five 9 dialer system, leading to a substantial increase in daily call volumes.

Integrated Salesforce as the new CRM solution, optimizing customer data management and streamlining sales processes.

Demonstrated a proven ability to scale operations and adeptly adapt to evolving demands. Successfully managed multiple concurrent assignments.

McKesson - Operations Supervisor New Hire Training

October 2021 – June 2023

Orchestrated effective leadership of customer service teams.

Diligently monitored and addressed crucial performance indicators, fostering continuous improvement and enhancing overall team performance.

Led comprehensive recruitment, training, and development initiatives, cultivating a skilled and motivated workforce primed for success.

Optimized overall operations through strategic staffing, stringent quality assurance, cutting-edge technology adoption, and meticulous policy adherence.

Exhibited expertise in call center operations, emphasizing a sharp focus on call routing, prioritization, and metrics.

Terminix - Call Center Team Leader Escalations Supervisor

February 2018 – August 2021

Spearheaded the creation of the Customer Complaint Department, overseeing the expansion of the team from 3 to 26 agents.

Achieved a significant reduction in complaint resolution times.

Prioritized team development initiatives, cultivating a high-performing unit.

Consistently surpassed customer satisfaction targets.

Proficiently utilized workforce management tools.

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