Antoinette Jones
Senior Team Lead
Indianapolis,IN
Summary
Results-driven Supervisor, proficient in overseeing operations with practiced leadership skills and strong attention to detail. History of meeting demanding objectives by training and motivating employees in performance requirements, standard procedures, and safety behaviors. Proven skills in continuous improvement and policy enforcement. Agile and adaptable staff leader with stellar work history, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction. Conscientious manager successful driving efficiency and on-time project delivery. Bringing 25years of customer service leadership experience and proven abilities in performing accurate work according to technical specifications. Team player follows organizational policies and procedures.
Overview
9
9
years of professional experience
19
19
years of post-secondary education
Work History
Senior Team Lead
RENAISSANCE
Indianapolis, IN
05.2019
- Ensures Offline workload is distributed to appropriate staff to ensure SLAs are met
- Works as a liaison between the floor and workforce to assure SLA’s are met
- Ollaborates with Department Supervisor and Manager to implement production, quality, and customer service standards
- Oaches and mentors individuals as needed, to support their ongoing development, including side by side coaching and quality control monitoring
- Ssist management to ensure that the new processes and procedures outlined in the Contact Center strategy are implemented and used effectively by the team
Team Lead
10.2018 - 05.2019
- Assist customer service team with escalated calls, coaching and mentoring
- Answer customer calls, research complex issues and consult with members and providers on plan benefits and claims
- Assist management with daily customer service directives, and service level goals
- Ssist providers with all functions related to customer service, including processing of claims and patient or provider responsibility
BMV Branch Manager
STATE OF INDIANA
Indianapolis, Indiana
10.2017 - 08.2018
- Oversee and executes all aspect of the branch operations, including training, development, evaluation and discipline of all staff
- Evaluate branch metrics, creating reports and operational correspondence
- Conducts regular staff meetings to inform staff of changes in policy, to provide in-service training, facilitate open communication and build the team
- Assists in development and maintenance of specific objectives and performance standards for each area of responsibility
Supervisor
Revenue
08.2015 - 10.2017
- Supervise the processing of revenue payments and all tax filings received by the department, whether on paper or electronically, processed by the tax operations division
- Responsibilities include managing electronic filing, and paying, and verifying tax and non-tax mail, data capture tax data, early audit of tax returns processing refunds, and revenue recapture
- Directs and coordinates activities of personnel for daily operational functions of the department to ensure tasks are completed in a timely and accurate manner
- Plans and coordinates ongoing education and training for staff
- Responsible for interviewing, staff evaluations, coaching and disciplinary actions of direct staff level employees.
Administration Supervisor
BLUE GREEN CORPORATION
Indianapolis, Indiana
07.2013 - 09.2014
- Accountable for the on-going success of the Admin and QA team in all areas of productivity, and standard and operating procedures
- Manages performance of shift associates on individual expectations and goals; discipline as needed up to and including suspension or termination
- Provide assistance to associates when questions or issues arise; resolve escalated sales and customer service issues as needed
- Resolve associate issues including performance, conduct, and scheduling that occur during the scheduled shift; effectively document and communicate all issues/conversations to the Marketing Admin Manager
- Complete weekly call center reports, payroll back up, and special projects including tasks as assigned by the DOM or Admin Manager
- Ssist with recruiting/hiring of new QA/sales associates; conduct new hire and remedial training.
Operations Expert
WELLPOINT INC
Indianapolis, Indiana
05.2012 - 03.2013
- Ensure call center exceeds expectations for superior customer service, effective agent productivity, call efficiency, high attendance, low employee turnover, while communicating directly and openly to customers and employees
- Proficient in creating and developing high productive agents while, consistently exceeding organizational goals and metrics
- Xecute, analyze and coordinate recommendations for corrective or enhancement actions as it applies to quality assurance, forecasting demand, customer service, and employee morale.
Quality Analyst
11.2007 - 12.2010
- Conduct phone observation and evaluate employees' performance; notice and address both positive and negative trends in performance, communicate with other departments and leadership to identify potential issues and resolve problems
- Focus, develop and coach staff members to handle positions of increasing responsibility
- Utilize quantitative and qualitative methods as an effectively calculate goals and staff forecasting
- Compile data, analyze reports and provide recommendation concerning payroll and staffing
- Experienced in sample testing, budgeting, forecast planning, and maintaining major accounting, timekeeping, human resource, learning/training management, and resource management systems
- Perform quality control examination of operations, procedures, and internal controls including the analysis of data and information to prevent and detect deficiencies.
Education
High School Diploma -
Warren Central High School
No Degree - Business Administration
Ivy Tech Community College of Indiana
Indianapolis, IN 01.1985 - 01.1986
No Degree - Business Management
Kaplan University
Davenport, IA 03.2006 - 01.2009
towards Bachelors of Science - Business Management
Indiana Wesleyan University
Skills
Staff education and training
undefinedTimeline
Senior Team Lead
RENAISSANCE
05.2019
Team Lead
10.2018 - 05.2019
BMV Branch Manager
STATE OF INDIANA
10.2017 - 08.2018
Supervisor
Revenue
08.2015 - 10.2017
Administration Supervisor
BLUE GREEN CORPORATION
07.2013 - 09.2014
Operations Expert
WELLPOINT INC
05.2012 - 03.2013
Quality Analyst
11.2007 - 12.2010
No Degree - Business Management
Kaplan University
03.2006 - 01.2009
No Degree - Business Administration
Ivy Tech Community College of Indiana
01.1985 - 01.1986
High School Diploma -
Warren Central High School
towards Bachelors of Science - Business Management
Indiana Wesleyan University
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