Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Interests
Timeline
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JADE CORONA

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
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
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
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, UT
01.2005

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

  • 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


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

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