- Dancing ( Pole, Pilates)
- Regularly practice mindfulness and meditation for overall wellness
- Snowboarding
- Animal Care (Donating to all the shelters I can, my dog and I walk 30 miles to promote "no more homeless pets"
- Animal Welfare Advocacy Pitbulls
- Volunteering at local animal shelters and rescue organizations
JADE CORONA
SALT LAKE CITY
Summary
Experienced in team leadership, strategic planning, and operational management. Leverages effective communication and organizational skills to drive project success. Proven track record of fostering productive work environments and achieving set goals. Adept at leading teams towards success.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Remote Customer Service Lead
Apple
Remote, UT
02.2017 - Current
- Utilizing KPIs to track and manage customers, ensuring customer needs are met and follow up for maximizing opportunities
- Striving for one call resolution and Customer satisfaction
- Conducting weekly and monthly coaching sessions for each agent, performance evaluations
- Our KPI's measured: CSAT customer satisfaction, Sales by Product/Service, Sales Target (% to target)
- Drove a 20% increase in customer retention
- Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
- Implemented innovative CRM strategies
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
Remote Trainer/Coach
Ocurrance
Remote Salt Lake City, UT
11.2009 - 02.2017
- Created and implemented a customer service sales training consisting of a syllabus that covered, taking our incoming calls for our 30 day risk free trial and converting into continuity auto-ship
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Enhanced trainee engagement through interactive workshops and hands-on activities.
- Led remote teams to exceed project goals by 25% consistently
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
Remote Reservations Trainer
Marriott
Remote Salt Lake City, UT
02.2005 - 11.2009
- Trainer for agents for incoming calls booking and upselling hotel accommodations
- Pioneered remote training modules, leading to 100% staff certification
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
- Mentored new hires, resulting in stronger staff development and increased productivity.
Education
Bachelor of Arts - Dance Education
University of Utah
Salt Lake City, UT01.2005
Skills
- Call center operations oversight
- Client support
- Live Chat
- CRM software
- Salesforce
- KPI development
- Conducting new hire orientation
- Creative problem solving
- Curriculum planning
- Online teaching proficiency
- Email etiquette
- Account management
- Customer complaint resolution
- Planning and coordination
- Public speaking
- Complaint handling
Accomplishments
certified yoga and pole fitness instructor
received instructor of the month 11 out of 12 months
Certification
Certified Pole Fitness/Dance Instructor
Interests
Timeline
Remote Customer Service Lead
Apple
02.2017 - Current
Remote Trainer/Coach
Ocurrance
11.2009 - 02.2017
Remote Reservations Trainer
Marriott
02.2005 - 11.2009
Bachelor of Arts - Dance Education
University of Utah