JACOB SANDERS
Houston
Summary
Results-driven professional with over 10 years in high-volume operations, specializing in schedule coordination and priority management in customer-focused settings. Strong background in relationship building, performance coaching, process improvement, and data analysis. Actively pursuing a bachelor's degree in human resource management to enhance skills in talent acquisition and candidate support.
Overview
16
16
years of professional experience
Work History
Quality Assurance Coordinator
United Airlines
Houston
11.2021 - Current
- Established trusted relationships with employees, leaders, and cross-functional teams to enhance performance improvement initiatives.
- Coordinated multiple priorities while meeting strict deadlines in fast-paced operational environments.
- Maintained accurate documentation and records to support operational integrity.
- Collaborated with training and operational teams to ensure process and communication consistency across departments.
- Conducted regular audits to verify compliance with safety and quality standards.
Customer Experience Manager
Airgas USA, LLC
Houston
10.2017 - 10.2021
- Coached and led service representatives to enhance customer satisfaction and reduce resolution times.
- Managed onboarding procedures for seamless integration of new hires.
- Conducted regular one-on-one meetings to deliver actionable feedback and support career development.
- Utilized performance data to identify underperformance and provide targeted coaching.
- Championed recognition and incentive programs that boosted employee engagement and retention.
- Reported on compliance with workplace health and safety standards to management.
Call Center Supervisor
Service Check, Inc
Atlanta
05.2010 - 10.2017
- Supervised 15 employees in a high-volume contact center, ensuring optimal performance.
- Delivered coaching and feedback to foster employee development and boost engagement.
- Utilized reporting tools to monitor performance and implement corrective coaching plans.
- Coordinated employee schedules to ensure uninterrupted operational coverage.
- Participated in hiring interviews and selection processes to build a skilled and effective team.
Education
Bachelor of Arts - HUMAN RESOURCES MGMT
WESTERN GOVERNERS UNIVERSITY
Salt Lake City, UT06-2028
High School Diploma -
Palatka High School
Palatka, FL01-2002
Skills
- Data analysis and reporting
- Salesforce proficiency
- Talent acquisition support
- Interview coordination
- Calendar management
- Quality assurance methodologies
- Microsoft Office Suite
- Cross-functional collaboration
- Performance coaching
- Customer service excellence
- Relationship building
Timeline
Quality Assurance Coordinator
United Airlines
11.2021 - Current
Customer Experience Manager
Airgas USA, LLC
10.2017 - 10.2021
Call Center Supervisor
Service Check, Inc
05.2010 - 10.2017
Bachelor of Arts - HUMAN RESOURCES MGMT
WESTERN GOVERNERS UNIVERSITY
High School Diploma -
Palatka High School