Jacqueline Kropf
Norman,OK
Summary
Motivational Leader experienced in organizational problem-solving and team building. Drove company success through strategic training and morale-building techniques that maximized employee engagement and performance. Adapted to fast-paced environments while delivering high-quality results under pressure.
Overview
11
11
years of professional experience
Work History
Supervisor/ Training Manager
Advanced Call Center Technologies
Norman, OK
01.2024 - Current
- Managed daily operations on floor, coached agents, and tracked team performance metrics to enhance overall efficiency
- Cultivated strong relationships with team members through motivational activities and team-building exercises.
- Implemented corrective actions to address performance issues and improve team effectiveness.
- Coordinated schedules to optimize workforce management and coverage.
- Implemented process improvements to enhance team productivity and service quality.
- Facilitated team meetings to discuss goals, updates, and performance feedback.
- Resolved escalated customer issues with effective problem-solving techniques.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Monitored employee productivity to provide constructive feedback and coaching.
- Trained new staff on protocols and customer service standards.
- Collaborated with management on strategic initiatives for operational excellence.
- Addressed and resolved interpersonal conflicts within the team, maintaining a harmonious work environment.
- Led weekly team meetings to discuss progress, address issues, and plan future actions.
MRA escalations back office
Advanced Call Center Technologies
08.2022 - 01.2024
- Facilitated progression of claims processes to achieve timely resolutions.
- Conducted thorough analysis of claims through research, investigation, and evaluation.
- Modified claims to ensure compliance with company standards.
- Reviewed and modified claims to ensure accuracy.
Customer Service Representative
Advanced Call Center Technologies
Norman, OK
04.2022 - 08.2022
- Provided exceptional customer service by addressing inquiries and resolving issues.
- Handled numerous incoming calls efficiently while maintaining excellent service quality.
- Assisted customers with inquiries and resolved issues efficiently.
- Answered customer inquiries and provided accurate information regarding products and services.
- Managed high call volumes while maintaining excellent service quality.
- Utilized advanced call center software to track customer interactions efficiently.
- Assisted customers in understanding products and services offered by the company.
- Documented customer interactions accurately in the tracking system.
Stay at home Mom
Noble, USA
08.2019 - 03.2022
- Delivered full-time childcare while fostering a nurturing home environment.
- Scheduled and organized daily activities to support development for children of varying ages.
- Coordinated playdates and social gatherings with other families in the community.
- Facilitated playdates and community social gatherings to enhance children's social skills and family connections.
Live in caretaker
Norman, USA
08.2018 - 08.2019
- Delivered consistent home care for client with comprehensive needs, enhancing quality of life.
- Assisted client with bathing, meal preparation, medication administration, and transferring from bed to chair to promote independence.
- Provided daily personal care and assistance to clients, ensuring comfort and well-being in their homes.
- Prepared nutritious meals tailored to client dietary needs and preferences.
- Provided medication management and health monitoring for clients following guidance from healthcare professionals.
Patient care Representative
Griffin Memorial Hospital
Norman, USA
11.2015 - 04.2018
- Assisted patients with daily activities, enhancing their comfort and wellbeing on the units
- Accompanied clients to meals and activities and assisted with basic daily activities
- Completed rounds to assure clients were safe and needs were being met
- Engaged clients to identify barriers and facilitated positive resolutions for managing mental health needs
- Assisted and taught coping skills classes for clients
Education
Cosmetology License -
Moore Norman Technology Center
General Education -
OSU OKC
Skills
- Performance tracking
- Client advocacy
- Resource facilitation
- Team management
- Performance metrics
- Employee coaching
- Process improvement
- Conflict resolution
- Problem solving
- Time management
- Motivational leadership
- Employee development
- Team building
Timeline
Supervisor/ Training Manager
Advanced Call Center Technologies
01.2024 - Current
MRA escalations back office
Advanced Call Center Technologies
08.2022 - 01.2024
Customer Service Representative
Advanced Call Center Technologies
04.2022 - 08.2022
Stay at home Mom
08.2019 - 03.2022
Live in caretaker
08.2018 - 08.2019
Patient care Representative
Griffin Memorial Hospital
11.2015 - 04.2018
Cosmetology License -
Moore Norman Technology Center
General Education -
OSU OKC