Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Gayduo Jones

4332 Bexley Dr. Stone Mountain ,GA

Summary

Self-motivated and bring proven leadership, organizational and customer relations skills. Independently solves problems and keeps teams on task to handle diverse business requirements. History retaining clients and talented staff.

Overview

6
6
years of professional experience
2
2
Certification
1
1

CPR and First Aid

Work History

Call Center Supervisor (remote)

Newark, NJ
04.2019 - 03.2022
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Supervised 30+ representatives in providing excellent customer service to callers requiring assistance.
  • Assessed personnel performance and implemented incentives and team-building events to boost morale.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Trained team members on performance metrics and consumer behavior identification.
  • Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
  • Prepared reports to assist business leaders with key decision making and strategic operational planning.
  • Created team rotations to man center effectively during peak hours.
  • Created clear and effective policies governing all aspects of employee work and interaction with customers.
  • Established relationships and touch points with clients to promote retention.

Caregiver, House Manager

Merakey
Broomall, PA
09.2018 - 03.2022
  • Accomplished multiple tasks within established timeframes.
  • Onboarded new employees with training and new hire documentation.
  • Cross-trained existing employees to maximize team agility and performance.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Evaluated employees' strengths and assigned tasks based upon experience and training.
  • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Delivered feedback to decision-makers regarding employee performance and training needs.
  • Approved regular payroll submissions for employees.
  • Applied customer feedback to develop process improvements and support long-term business needs.
  • Achieved or exceeded financial goals on regular basis by controlling expenses, optimizing schedules and regulating inventory usage.
  • Evaluated report data to proactively adjust and enhance operations.
  • Directed staff and managed annual capital budget.
  • Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.

Education

No Degree - Nursing

Gwynedd Mercy University
Gwynedd Valley, PA

Associate of Science - Allied Health

Pennsylvania Institute of Technology
Media, PA
06.2019

Skills

  • Professional Relationships
  • Information Tracking
  • Administration and Reporting
  • Call Center Software
  • Performance Tracking and Evaluations
  • Technical Proficiency
  • Scheduling and Coordinating
  • Team Management
  • Employee Coaching and Motivation
  • Customer Feedback
  • Assignment Delegation
  • Database Maintenance

Certification

  • Certified Scrum Master, Scrum alliance -

Timeline

Call Center Supervisor (remote)

04.2019 - 03.2022

Caregiver, House Manager

Merakey
09.2018 - 03.2022

No Degree - Nursing

Gwynedd Mercy University

Associate of Science - Allied Health

Pennsylvania Institute of Technology

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Gayduo Jones