Jacqueline McCants
Copperas Cove
Summary
Dynamic professional with extensive experience as a Private Nanny for Tonisha Cephus, excelling in relationship building and emotional support. Proven ability to enhance children's social skills through creative activity planning and structured routines. Recognized for fostering a safe environment and implementing effective behavior management techniques, ensuring optimal child development.
Overview
26
26
years of professional experience
Work History
Private Nanny
Tonisha Cephus
Harker Heights, TX
09.2024 - Current
- Provided attentive care and supervision for children in a safe environment.
- Assisted with daily routines, including meal preparation and homework support.
- Developed engaging activities to promote learning and social skills.
- Established positive relationships with children to encourage emotional growth.
Air BNB Manager
BayouRidesLLC
Harker Heights, TX
06.2022 - 02.2026
- Oversaw team initiatives aimed at increasing operational efficiency by refining processes and maximizing resource utilization.
- Developed training materials to support staff in understanding new policies and procedures.
- Implemented performance tracking systems to monitor progress and identify improvement areas.
- Facilitated communication between departments to ensure alignment on project goals and objectives.
CSR
Teleperformance USA
Killeen, TX
03.2017 - 07.2019
- Managed customer interactions through phone and chat platforms, prioritizing swift and effective issue resolution.
- Assisted customers with inquiries regarding products, services, and management
Lead CSR
GC Services
Copperas Cove, TX
09.2008 - 05.2015
- Led team in resolving customer inquiries and complaints efficiently.
- Trained new staff on customer service protocols and company policies.
- Implemented process improvements to enhance overall customer experience.
- Analyzed customer feedback to identify trends and develop action plans.
- Monitored team performance metrics to ensure compliance with quality standards.
- Fostered a positive team environment through effective communication and support.
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly.
- Maintained detailed records of customer interactions, documenting concerns and resolutions accurately.
- Streamlined communication between departments for improved efficiency and customer experience.
- Trained new hires on company policies and procedures, ensuring consistent quality of service delivery.
- Reduced wait times for customers by efficiently managing high call volumes during peak periods.
- Exceeded performance targets regularly by maintaining a high level of productivity and consistently delivering results.
- Established rapport with customers through active listening skills, empathetic responses, and genuine interest in their needs.
- Responded to customer requests for products, services, and company information.
- Cross-trained and backed up other customer service managers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
Quality Assurance Engineer
Showa Glove Company
Fayette, AL
01.2000 - 05.2008
- Conducted quality inspections on production lines to ensure adherence to company standards.
- Established and upheld rigorous testing protocols to ensure product durability and performance validation.
- Facilitated collaboration among cross-functional teams to swiftly identify and resolve quality issues.
- Implemented process enhancements to elevate product quality and reduce defects.
- Led training sessions for new team members on quality assurance procedures and best practices.
- Evaluated inspection data to identify trends and drive continuous improvement initiatives.
- Oversaw documentation management for quality control processes, ensuring accuracy and accessibility for audits.
- Facilitated successful product launches through comprehensive pre-release testing and validation activities.
- Enhanced product reliability through comprehensive regression testing during each release cycle.
- Optimized QA processes to enhance efficiency and accelerate time to market.
- Facilitated timely delivery of high-quality products by coordinating effectively with cross-functional teams.
- Executed automated test suites to assess performance, functionality, and scalability.
- Facilitated training for new QA engineers by providing guidance on best practices and company-specific procedures.
Education
High School Diploma -
Fayette County High School
Fayette, AL05.1990
Skills
- Relationship building
- Infant care experience
- Schedule management
- Toddler care experience
- Activity planning
- Infant care
- Reading and storytelling
- Early childhood education
- Positive reinforcement
- Emotional support
- CPR training
- Social skill development
- Light housekeeping
- Household management
- Outdoor play supervision
- Activities planning
- Creative activity planning
- Early childhood development
- Behavior modeling
- Safety consciousness
- Behavior management techniques
- Social integration
- Potty training assistance
- Homework assistance
- Academic support
- Conflict resolution
- Emotional intelligence
- Nutrition
- Sleep training
- Positive discipline strategies
- Structured routines
- Childhood development
- Special needs experience
- Meal and snack preparation
- Routine adherence
- Problem-solving
- Dependable and responsible
- Time management
- Critical thinking
- Organizational skills
- Child safety
- Good decision making
- Multitasking
- Decision-making
- Emotionally supportive
- Multitasking Abilities
- Age-appropriate recreational activities
- Educational activities
- Parent interaction
- Boundary setting
- Praise and encouragement
- Teaching empathy
- Excellent communication
Timeline
Private Nanny
Tonisha Cephus
09.2024 - Current
Air BNB Manager
BayouRidesLLC
06.2022 - 02.2026
CSR
Teleperformance USA
03.2017 - 07.2019
Lead CSR
GC Services
09.2008 - 05.2015
Quality Assurance Engineer
Showa Glove Company
01.2000 - 05.2008
High School Diploma -
Fayette County High School