Aiyana James
Fayetteville,NC
Summary
Results-oriented leader and analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success.
Overview
7
7
years of professional experience
Work History
Retention Specialist Supervisor
DIRECTV
05.2021 - Current
- Averaged 60 customer escalated chats/calls per day while utilizing knowledge of customer experience to create specialized plans for customer retention.
- Implemented employee incentive programs to promote positive work culture and increase retention.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Analyst
Kelly Services
10.2019 - 06.2022
- Managed real-time inbound call traffic across 2 contact center locations.
- Mentored and coached teams consisting of 12-15 members on QA topics and strategies
- Provided weekly updates to team leadership on quality metrics by ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork.
Assistant Manager
Uhaul Moving And Storage
09.2018 - 10.2020
- Assisted with planning schedules and delegating assignments to meet coverage and service demands.
- Created smooth onboarding processes to help new hires adjust to company policies, procedures and processes.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Supported HR functions with emphasis on record keeping, data entry, and general HR tasks.
Customer Service Manager
Kohls Department Store
05.2018 - 08.2019
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and mentored associates on performance-oriented strategies and customer service techniques.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Customer Service Associate
Kohls Department Store
10.2017 - 05.2018
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
- Helped customers complete purchases, locate items and join reward programs.
- Maintained current knowledge of store promotions and highlighted sales to customers.
Cashier
Sears Department Store
10.2016 - 10.2017
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Restocked and organized merchandise in front lanes.
- Answered questions about store policies and addressed customer concerns.
Education
High School Diploma -
Dillard High School
Fort Lauderdale, FL06.2018
Skills
- Zendesk & Salesforce Proficiency
- Microsoft Proficiency
- Avaya, Qfiniti, & Mediavault Proficiency
- Team Leadership
- Efficient and Detail Oriented
- Time Management
Timeline
Retention Specialist Supervisor
DIRECTV
05.2021 - Current
Analyst
Kelly Services
10.2019 - 06.2022
Assistant Manager
Uhaul Moving And Storage
09.2018 - 10.2020
Customer Service Manager
Kohls Department Store
05.2018 - 08.2019
Customer Service Associate
Kohls Department Store
10.2017 - 05.2018
Cashier
Sears Department Store
10.2016 - 10.2017
High School Diploma -
Dillard High School