Jennifer Rockwell

Operations Customer/Tech Support Team

Leader

*** *. *** **

Rock Falls, IL 61071

779-***-****

adem7f@r.postjobfree.com

Career Objective

Dedicated and extremely experienced customer service team leader with 4 years team management experience,2 years customer service representative experience. Excellent time management skills and above all ability to drive metrics to meet and exceed requirements effectively and constantly. EXPERIENCE

Transcom WorldWide, WAH APPLE- Team Leader July 2016- May 2020

● Managing and directing the daily activities of experts

● Using all available tools to ensure effective supervising, planning, and managing functions within operations

● Carrying out coaching, training, and development of high quality agents.

● Equal ability to performance manage, by delivering corrective action consequences that promote behavior correction and accountability. Ultimately drive focus metrics to meet and exceed client requirements by utilizing smart goals and action plan objectives that are attainable, measurable and overall effective.

● Ability to maintain 20 or more team members effectively, in all performance management and development. Driving career advancement and company loyalty over attrition consistently.

● Resolving client and internal complaints and questions

● Ensuring that the team members acquire the appropriate support, tools, and training to apply their skills and knowledge on the job

● Carrying out performance measurement and evaluation of all experts to improve efficiency and maintain quality and performance requirements in such a way that drives up performance and curbs attrition.

● Ensure consistent professional development by Communicating solutions, successes, best practices and opportunities within the organization to increase productivity and create a streamlined management workforce that is a united front and above all consistent.

● Practicing and ensuring compliance with all company and client policies and procedures

● Time management of daily deliverables, as well as fluctuating time sensitive business needs objectives.

● Effectively tracking and managing attendance and schedule adherence in accordance with business needs.

Kelly Connect, WAH APPLE- Mac+ Senior Tech Support Advisor July 2014- June 2016

● Time management

● Metric maintenance

● Case management

● Customer service

● Technical Support

● iOS and Mac support certified

EDUCATION

Sauk Valley Community College, Dixon, IL-

Communication Focus (Law Enforcement)

2004-2006

Achievements- Dean's list honors Fall 2003 and Spring 2004 semesters. University of Phoenix, Phoenix, AZ AA Criminal Justice 2006-2009 AWARDS

Team Lead Scorecard

Ranked in the top 10 Team Leads 3 years running. Ranked based on overall team performance as well as schedule adherence/attendance and quality and completion of daily/weekly/monthly deliverables.