Microsoft Office
CLEO JACKSON
Manager of Operations
Scottsdale,AZ
Summary
Dynamic and results-driven team leader with a proven track record of top-tier performance in customer experience and team management. Recognized for consistently exceeding individual performance metrics before transitioning into leadership roles across multiple organizations. Skilled in building strong team culture, fostering high-energy environments, and delivering targeted coaching that addresses core performance challenges. Experienced in interviewing, developing policies and procedures, enforcing accountability with fairness, and conducting advanced data-driven performance analysis. Committed to contributing meaningful impact through leadership excellence and strategic insight in a collaborative, growth-oriented organization.
Overview
8
8
years of professional experience
Work History
Customer Support Agent
Wells Fargo
11.2023 - 11.2024
- Provided tailored credit card solutions to small business owners based on financial needs and business objectives
- Conducted outbound and inbound calls to build relationships and assist with product selection, application, and activation
- Ensured regulatory compliance and maintained up-to-date knowledge of credit offerings and risk models
- Collaborated with internal departments to resolve account inquiries and ensure customer satisfaction
- Consistently met performance metrics including application conversion rates, call quality, and customer retention
- Actively listened to customer feedback regarding product features or service improvements, passing valuable insights onto relevant departments for consideration in future developments.
- Enhanced customer satisfaction by promptly addressing and resolving support inquiries.
Manager of Operations
Prosperity Home Mortgage
01.2023 - 11.2023
- Manage a department of 50-100 individuals including frontline team members and team leads
- Create and update policies and procedures which included the accountability process, attendance policy, bonus structure, and frequency of coaching's for frontline members
- Manage the department budget for incentives to help drive healthy competition and retain top talent
- Give readouts on a daily and weekly basis often using excel and Microsoft PowerPoint to relay data in a way that's easily digestible
- Analyze historic data along with current market trends in order to set benchmark goals as well as stretch goals for the department
- Provide coaching that comes from a place of understanding to frontline team members as well as team leads
- Drive culture in a positive direction by running power hours, planning team outings and potlucks, as well as running creative competitions that keep everyone engaged
- Meet with leaders in coinciding lines of business and adjust department direction based on the companies overall 'big picture' goals
- Constantly make sure headcount is appropriate for call volume including making hiring decisions and being highly involved in the interview process Complete time card audits on a weekly basis to ensure proper PTO distributions as well as hours worked in each pay period for hourly employees
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
Protech Customer Experience Supervisor
Asurion
07.2019 - 12.2022
- Managed a team of 13-15 experts by monitoring overall job performance on key metrics, sales performance, attendance, and implementation of the feedback.
- Consistently led the core team and exceeded sales requirements by at least 15% quarterly the entire time I held the position.
- Created necessary reports using excel and Power BI to give visual representations of individual expert and team performance and give quarterly readouts to upper management on action taken to drive team performance.
- Worked with experts to develop action plans and help them reach career goals by delivering feedback.
- Reviewed Resumes for new applicants, Conducted interviews and made hiring recommendations.
- Assisted experts develop strong sales pitches, overcoming objections, and ensuring customers buy the product.
- Reviewed timecards for experts and ensured pay was accurate.
- Delivered corrective action and ensured employees did not violate the company policy.
- Developed and run team competitions with incentives to further improve team culture and drive performance.
Protech Sales Expert
Asurion
07.2018 - 07.2019
- Provide tech support and customer experience to customers' inbound call settings and upsell customers on our sales products.
- Assist customers with new device setup and activation.
- Implement best practices given to exceed overall sales metrics and customer experience goals.
- Assisting customers in navigating the AT&T site and all AT&T self-service options.
- Check email daily and respond to necessary emails.
- Complete follow-ups and reach back out to customers on time to continue troubleshooting or close on Sales.
- Manage credit card processing when necessary and encourage completion of customer surveys.
- Resolve customer requests by investigating problems, developing solutions, and recommending additional products and services relevant to assessing the customer needs
Customer Service Representative
GM Financial
07.2016 - 07.2018
- Provided excellent internal and external customer service via inbound calls.
- Ensured integrity of customer information by following established procedures for submitting requests to update loan information and updating customer demographics in the record system.
- Multitasked and gave tours of the building and acted in an 'ambassador' role when needed including; giving tours of the building and work floor pre-interview and helping with new hire training.
- Accurately documented the system of record, call disposition, and complaint tracking applications.
- Provided assistance navigating GM Financial.com and general instructions on password and security question reset as well as help with navigating payment options to promote customer self-service.
- Proactively influenced customers' buying tendencies through marketing campaigns and other strategic initiatives by promoting GMF, GM, and third-party products to generate revenue and promote brand loyalty
Education
High School Diploma -
Humanities And Sciences School of Commerce
Tempe, AZAudio Engineering
Conservatory of Recording Arts And Sciences
Tempe, United StatesSkills
Sales & Business Development
Driving Team Culture
Budgeting and Expense Control
Cross-Functional Team Management
Policy/Procedure Creation
Revenue Generation
Contract Negotiation
Key Client Relations
New market identification and Capture
High Level Data Analysis
Accomplishments
- Awarded top-performing Sales Team for highest conversion rate, Asurion, 2021
- Developed a cross-departmental complaint tracking system to improve operational efficiency at Prosperity Home Mortgage in 2023
Software
Excel
AI tools, Chat GPT, Gemini
PowerBI
Interests
- Designing and Printing 3D Models
- Drone Piloting
- Digital Art and Animation
- Volunteer Work
- Music
- Graphic Design
Timeline
Customer Support Agent
Wells Fargo
11.2023 - 11.2024
Manager of Operations
Prosperity Home Mortgage
01.2023 - 11.2023
Protech Customer Experience Supervisor
Asurion
07.2019 - 12.2022
Protech Sales Expert
Asurion
07.2018 - 07.2019
Customer Service Representative
GM Financial
07.2016 - 07.2018
High School Diploma -
Humanities And Sciences School of Commerce
Audio Engineering
Conservatory of Recording Arts And Sciences