Alaphia Jackson

• Conducted regular employee performance evaluations to offer constructive feedback and solutions to propel improvements and growth.
• Initiated training sessions and coached employees to develop effective staff.
• Delegated work assignments and prioritized tasks.
• Oversaw daily workloads and workflow for smooth operations.
• Analyzed and measured employee performance, taking appropriate disciplinary action or recognition based on work performance.
• Created shift schedules and coordinated with team members to maintain sufficient staffing levels during employee absences.
• Led regular team meetings to communicate current business trends and relevant updates.
• Set goals for performance and deadlines to comply with company plans and vision.
• Analyzed business performance data to identify areas of strength and improve areas of weakness.
• Motivated team members to consistently achieve or exceed performance expectations.
• Coached team for success by using corrective action processes.
• Partnered with upper management and HR to identify effective resolutions for employee relations issues.
• Conducted root causes analysis to develop corrective action plans.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.

Direct team of 20 to achieve service initiative objective and maximize customer satisfaction; successfully process 1,000+ benefits enrollment monthly.

· Oversee recruitment, hiring, and training of customer service staff to further company goals and sustain high customer service benchmarks.

· . Manage monthly customer service and quality metrics; evaluate error rates, call volumes, and customer complaints; and develop and implement plans to correct deficiencies in service.

· Develop, implement, and update best practices to streamline operations, standardize processes, and enhance customer service.

· Conduct training sessions twice a year with over 40-line staff to refresh agents on the proper customer service procedures. This results in a customer satisfaction rate increase of 3 percent.

· Monitor queue using CMS Avaya Supervisor.

· Creating and updating schedule using IEX

· Implemented a series of activities-based learning programs, which increased student interest in regular lessons

· Decreased teaching aids cost by 50% by introducing technology-based learning

· Established and implemented an applied behavioral program that enriched the student learning experience and improved their ability to initiate school projects independently, thereby reducing the instructional time by 20%.