Results-Driven Support Manager and Coach Specialist

TJ Tounia Jones-Ali

Columbia, South Carolina ****0 803-***-****

***********@*****.*** Bold Profile

PROFESSIONAL

SUMMARY

Results-oriented Support Manager offering 9 years experience in field. History of implementing successful improvements to department and leading changes by example. Industry expert with creative strategies for high-volume support ticket management.

Inspiring Coach bringing extensive experience guiding and mentoring athletes to reach optimum potential. Driven and high-achieving with winning-team seasons throughout career history. Passionate about mentoring athletes to build sustainable training and eating habits.

Results-driven Coach dedicated to building focused, high-achieving teams through goal-oriented training and mentorship. Skilled at recruiting reliable staff and assistants for unified team culture and purpose-driven squad support. Proponent of detailed finance and resource management to maintain positive perception of program and expand competitive opportunities. SKILLS • Microsoft Dynamics • Staff Development

• Microsoft Project • Adobe Systems Adobe Acrobat

WORK HISTORY SENIOR CUSTOMER SUPPORT SPECIALIST 03/2017 to 12/2025 Verizon Wireless Corporation Columbia, SC

• Coordinated meetings and events for internal and external groups.

• Scheduled appointments and meetings for director and 17 member team. Worked with other departmental staff to answer questions and resolve problems.

•

Facilitated workshops on effective communication skills, improving team performance and client relations.

•

Exceeded customer expectations through the provision of personalized service and genuine empathy during difficult situations, resulting in increased loyalty and repeat business.

•

Handled sensitive customer data responsibly, adhering strictly to privacy regulations and safeguarding confidential information from unauthorized access or disclosure.

•

Tracked performance metrics to identify areas of improvement, leading to targeted coaching sessions for team members.

•

Led cross-functional teams to enhance customer service protocols and improve overall satisfaction levels.

•

PROGRAM COORDINATOR 02/2013 to 03/2017

South Carolina DSS Columbia SC

Coordinated care and support for adults with learning disabilities across three group home living facilities.

Supervised 22 employees in a continuous 24-hour schedule to uphold quality standards in care delivery.

Managed payroll operations and maintained fiscal oversight in alignment with county, city, state, and government standards.

Mentored junior staff to enhance skills and foster career growth through best practice implementation.

•

Coordinated ongoing team discussions to review project status, tackle obstacles, and develop effective strategies for continued success.

•

EDUCATION Bachelor Of Social Science Health And Wellness 09/1996 SUNY At Fredonia, Fredonia, NY

D.O.I SOUTH

CAROLINA LICENSED

CLAIMS ADJUSTER

Licensed to adjust claims for Auto, Home, Commercial and Marine. License number available upon request

Contact this candidate