JACOB D. O'NEAL
Mesa,AZ
Summary
Experienced Operations Manager with many years of management experience, in office and remote, who understands the nuances of effective leadership, focused on People Management and Metrics. Self starter with experience working on site, remote and travelling.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
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Phoenix, AZ
02.2025 - Current
- Resolved customer inquiries through multiple channels, ensuring timely and effective assistance.
- Collaborated with team members to streamline processes, enhancing overall service efficiency.
- Trained new staff on company protocols and customer service best practices, fostering a supportive environment.
- Analyzed customer feedback to identify trends, contributing to improvements in service delivery.
Recruiter, Administrative Assistant
IntouchCX, Ingram Micro, Randstad
04.2023 - 02.2025
- Conducted interviews both on the phone and in person for multiple IntouchCX locations, for all clients.
- Admin duties for Ingram Micro include daily reporting through Microsoft Office Suite, training and orientation for new employees, monthly safety audits, inventory reconciliation, safety and security training, working closely with HR for hiring practices.
Remote Operations Manager
Maximus
02.2021 - 04.2023
- Conducted daily production analysis and created in depth plans to incorporate the results.
- With improved employee and supervisor evaluation processes, I was able to improve team performance.
- Vendor partnerships were established and maintained by my team.
- Evaluated and processed shift reports in order to evaluate metrics like attendance, production time, overall output and make proactive changes to future plans.
- Five separate unemployment projects per were managed by me during my tenure.
- Set operational goals and work plans, as well as assigning tasks to subordinate managers.
- Devised novel methods for managing business and technology requirements and improving performance.
- Solicit employee feedback, maintain an "open door" policy, and analyze employee satisfaction data to identify and address employee issues or concerns.
- Examined problem-solving concepts, including quantitative methods and techniques, to optimize organizational operations and facilitate decision-making.
- Created a committee called "Engagement & Morale" to create processes to ensure that all agents and supervisors are engaged and happy with their jobs, such as games, competitions and building bridges between supervisors to be available to other teams.
- 1099G, ID, P-EBT Project, MEUC, Deferred Determinations & Wages for CAUI
CSR II
IntouchCX
10.2019 - 02.2021
- Investigated equipment failures using a variety of troubleshooting techniques.
- Assisted agents with technical questions regarding customers.
- Assessed work performance through scheduled and impromptu evaluations.
- Employees are coached and counseled to ensure that each work process is carried out in accordance with company policies.
- Changed job assignments and schedules to keep up with changing business needs, considering processes, employee knowledge, and customer expectations.
- Mentored and trained employees while also keeping track of their progress.
- Mentored employees to help them meet professional development and sales production goals.
- Facilitated team lead, specialist, and associate coaching.
- Used my leadership and problem-solving skills to keep the team efficient and organized for any challenge.
- Aided in the development of a customer-centric culture by collaborating with the product, marketing, operations, finance, and executive teams to drive customer-centric initiatives.
- Provided professional, friendly, and engaging service on a consistent basis.
Training Supervisor
Consumer Cellular
06.2017 - 10.2019
- Training incoming supervisors for their roles with hands on and extensive team management.
- Engaged the team in daily huddles.
- Successfully mentored agents and team leads to move into leadership roles.
- Created innovative processes for team engagement and morale that were implemented throughout the contact center.
- Weekly one on ones with agents to assess performance and maintain the level of excellence expected from all employees.
- Maintained a close working relationship with Human Resources to facilitate hiring needs and corrective action.
- Created an easy-to-read KPI spreadsheet for team numbers and rankings that was adopted by all supervisors.
Education
No Degree - Business, Film
Scottsdale Community College
Scottsdale, ArizonaSkills
- CONFLICT RESOLUTION
- EMPLOYEE RELATIONS
- MICROSOFT OFFICE SUITES
- GOOGLE SUITE
- SUPERB TIME MANAGEMENT SKILLS
- PROCESS IMPROVEMENT
- CUSTOMER SERVICE ORIENTED
- OPERATIONS MANAGEMENT
- PROJECT DEVELOPMENT
- BUSINESS STRATEGY
- RELATIONSHIP BUILDING
- COACHING AND MENTORING
- DETAIL & DEADLINE ORIENTED
- STAFF TRAINING & DEVELOPMENT
Timeline
Customer Service Representative
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02.2025 - Current
Recruiter, Administrative Assistant
IntouchCX, Ingram Micro, Randstad
04.2023 - 02.2025
Remote Operations Manager
Maximus
02.2021 - 04.2023
CSR II
IntouchCX
10.2019 - 02.2021
Training Supervisor
Consumer Cellular
06.2017 - 10.2019
No Degree - Business, Film
Scottsdale Community College