Customer Service Response Team
Resume:
CHERYL JONES
Glen Ellyn, Illinois 60137
Phone: 630-***-****
Email: ************@*****.***
Customer Response Supervisor, February 2021-Current
Innovation Group NA, Schaumburg, Illinois
The Customer Response Supervisor role oversees and supports Customer Response through the claims and customer service process. This role includes managing staff, service levels, performance metrics, and overall daily operations. The Customer Response Supervisor ensures customer service expectations and service level agreements are met, serving as a guide and coach to the Customer Response team.
Provide close support to all Customer Response Employees
Supervise the Customer Response team to ensure efficiency, productivity, and cohesion.
Manage day-to-day claims, staff, projects, and client interactions as business requires.
Monitor daily reports to identify key performance indicators and client service level agreements to ensure compliance.
Promptly aid individuals who have been in a vehicle accident by serving as the primary point of contact for all inbound emergency calls.
Collaboratively work with other departments to resolve customer quickly, efficiently, and empathetically and/or vendor issues.
Utilize strong problem-solving skills with ability to come to a quick and effective resolution for each driver.
Monitor and manage email inbox and web applications to ensure team members are prioritizing demands.
Monitor daily reporting to identify trends, exceptions, and action plans.
Participate in department hiring, training, and development.
Establish and monitor proper internal controls to ensure that productivity as well as quality goals are communicated and met.
Coach, counsel, and mentor Customer Response team in a timely manner.
Work with other departments to resolve customer/client issues.
Understand impact/implications for issues/events for the company.
Ability to communicate effectively to direct reports, vendors, and clients in a clear and concise manne
Close supervision of CCM software and KPI Management.
Conduct weekly 1:1 to maintain retention, training, and development goals.
Prepare monthly /annual/results and performance reports
Ensure adherence to policies for attendance, established procedures etc.
Measure performance with key metrics such as call abandonment call waiting.
Collaboratively work with other departments to resolve customers quickly, efficiently, and empathetically and/or vendor issues.
Other duties as assigned
New Hire Trainer, March 2020- February 2021
Motorola Solutions, Elgin, Illinois
EEC SI - Elgin Experience Center Systems Integration.
Responsible for training new hires in the staging facility responsible for, testing, and demonstrating two-way radio systems to our public safety and commercial market customers.
These demonstrations are performed for customers onsite as an important part of Factory Acceptance. Job Description In this role you will:
• Manage the system staging process for two-way radio communications systems at the Elgin Experience Center
• Interface with field teams, design engineering, and implementation engineering, to determine project scope, equipment requirements, and risk assessment
• Schedule and marshal resources at staging, including material and system techs and engineering, while overseeing the build & programming of two-way radio communications systems
• Leverage the typical project management skills and tool-sets to help drive the staging and shipment of radio systems
• Project Manager documents action items, follows through on deliverables, escalates as needed, keeps project records up-to-date, and communicates with work partners at all levels
• Drives organizational goals to help meet Supply Chain commitments Preferred Skills: • Great communications skills verbal and written
• Ability to manage multiple projects at the same time •
Implement processes
• Weekly reports
Community Outreach Director, January 2017- March 2020
Rhema Revealed Worship Church, Chicago, Illinois
Supported expansion and delivery of free services to members of the community who were survivors of domestic violence and drug addiction.
Brought awareness to the community of services provided to local families.
Coordinated monthly outreach meetings with local leaders, business owners, and the community.
Developed and implemented outreach strategies to increase use of individual and group counseling services and resources.
Implemented program strategies, coordination of daily activities, and recommendations to policies, priorities, and program procedures.
Enhanced the nonprofit’s communicative efforts with pro-active outreach to the Community.
Enhanced social media presence to disseminate information and cultivate positive public relations with community.
Connected people in broader community by creating and cultivating relationships with businesses, individuals, and other relevant organizations.
Community Outreach Coordinator, December 2015–December 2016
Rhema Revealed Worship Church, Chicago, Illinois
Food distribution
Community Service Sign-up
Back to School Coordinator
Agent Business Services Supervisor, February 2008–June 2015
U.S. Cellular®, Chicago, Illinois
Managed timely and accurate processing, payment, and analysis of over 450 Agent’s compensation, totaling $325M+ annually.
Supervised research and resolution of contingent refund disputes.
Developed and monitored compensation trends, variances to expectations, and provided analyses.
Monitored and reported credit limits, past due balances and the releasing of Agent Equipment Orders.
Made recommendations to agent incentive compensation for new products/services (activation fees, renewals, residuals, features, etc.) and evaluated impact of new services to agent contract terms.
Provided ad-hoc reporting and analysis support related to compensation trends and questions as needed.
Exhibited a process improvement mindset and continually drive operational excellence by seeking efficiency gains by improving current processes and eliminating non value added tasks.
Identified and analyzed the impacts of compensation changes through post mortem analysis to ensure desired results are achieved.
Developed and implemented key audits and controls to ensure accurate financial records and compliance with SOX controls.
Provided leadership, guidance and training on internal financial goals, risk assessment and overall operating effectiveness.
Lead and developed 6 to 8 direct Agent Business Services associates by: coaching team members and providing timely feedback on performance, leading by inspiration, and completing performance evaluations and related developmental plans.
Managed all aspects of site projects and customer service.
Managed the item processing operations, including in-clearings, proof, and transit processing functions.
Participated in strategic planning for the center. Serve as primary backup to operations manager.
Lead the adjustment items, statement rendering and check processing operations.
Lead the check imaging team.
Education:
Harper Career Development September 1981- June 1985
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