Duke Jones
Spanish Fork,UT
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.
Overview
10
10
years of professional experience
Work History
Tier 2 Team Lead
GoHealth
03.2021 - 01.2022
- Help qualified individuals enroll in the Medicare advantage plan that best fit their needs
Team Lead
Sykes Incorporated
09.2014 - 08.2020
- Worked directly with 3rd party client Capital One
- Created and implemented the Mentor Program which produced more than half of onsite leadership
- Instituted a new Tier II organization model to better maximize efficiency, allow for rapid scaling of team and increase development opportunities for our existing Tier II team members
- At Clients request I trained other sites on this model
- I was a key member of leadership during the sites growth period- increasing from 5 coaches to 36, and 15 Tier II members to more than 30
- I collaborated with all departments to ensure KPI's and clients needs were met
- Acted as liaison between our site and our client during outages, natural disasters and other high impact periods
- My team filled leadership positions in all areas of the business with as much as 60% of our Team Lead staff being former Tier II that I hired, trained, and developed
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
Kiosk Manager
Hickory Farms
10.2012 - 01.2013
- Responsible for hiring and training my sales team
- Created comfortable and inviting boutique environment to make customers feel welcomed and happy to make purchases.
- Increased sales by 12% year over year
- 3 of my team members were transferred to strengthen other locations
- Led and motivated sales team to meet and exceed sales goals.
Makerting/Store Manager
Sub Zero Ice Cream
10.2011 - 07.2012
- Marketing plan led to the highest grossing opening weekends for the franchise to date
- Grew our team from 2- to over 60, promoting managers and assistant managers along the way
- Hired and trained employees for 2 stores and the catering business
- Developed new processes to decrease wait times while improving product quality
- Built relationships with local business leaders and advertisers.
- Managed inventory control, cash control, and store opening and closing procedures.
Education
High School Diploma -
Eldorado HS
Las Vegas, NVSkills
- Production Monitoring
- Regulatory Compliance
- Performance Monitoring
- Schedule Management
- Team Development
- Presentation Skills
- Client Facing
Accomplishments
- 3 Time Coach of the Month
- Consistently Ranked Top 3 GURU Team by Capital One
- 4 Time Rising Star Recipient
- 5 of 7 Months Ranked Top 3 Production Coach
Timeline
Tier 2 Team Lead
GoHealth
03.2021 - 01.2022
Team Lead
Sykes Incorporated
09.2014 - 08.2020
Kiosk Manager
Hickory Farms
10.2012 - 01.2013
Makerting/Store Manager
Sub Zero Ice Cream
10.2011 - 07.2012
High School Diploma -
Eldorado HS