Summary
Overview
Work History
Skills
Timeline
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Jade Fournier

Hiram,GA

Summary

Knowledgeable Team Manager with strong background in team leadership and management. Successfully led diverse teams to achieve project goals through effective communication and strategic planning. Demonstrated proficiency in conflict resolution and performance optimization.


Results-driven management professional with proven track record of fostering team collaboration and driving results. Consistently delivers on organizational goals through effective leadership and adaptability. Known for strong interpersonal skills and ability to manage changing priorities with ease.


Professional leader with proven ability to drive team success and adapt to changing needs. Strong focus on collaboration, communication, and achieving results. Expertise in project management, conflict resolution, and performance optimization. Reliable and flexible, always ready to support and inspire team members.


Experienced with leading and managing teams to achieve operational excellence. Utilizes strategic planning and effective communication to drive team performance. Track record of fostering collaborative environment and meeting organizational objectives.


Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering 10 years of extensive leadership experience in call center environment Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership abilities.

Overview

2026
2026
years of professional experience

Work History

Sutherland Global Services
07.2019 - Current
  • Have been with the company for 5 years (since July 7th, 2019)

Team Manager

Wex Inc
  • Responsibilities include managing the team's workflow, communicating with team members, and helping the team achieve goals and metrics
  • Duties Include
  • Determine areas for improvement and formulate targeted development plans
  • Track KPIs and generate reports for senior management
  • Communicate effectively with clients and team members
  • Create data-driven strategies to improve outcomes
  • Identify training needs and ensure staff have necessary skills
  • Understand program tools and procedures
  • Collaborate with stakeholders on changes
  • Ensure compliance with processes and policies
  • Analyze performance data and identify improvements
  • Monitor and report on KPIs
  • Conduct performance reviews and provide feedback
  • Create development plans to address performance gaps

Cox Automotive
  • Brought on to assist with Tier 1 support and was promoted to Tier 2 support, have since been promoted to a dual role as Tech Agent and Team Assist
  • Duties include:
  • Assisting performance managers and team members with tech information using in-depth knowledge of website applications, inventory stream and OEM policies
  • Managing escalation calls to assist both agents and clients with critical issues
  • Help streamline training modules
  • Handle and resolve all cases via phone
  • Achieve and exceed all KPIs

Cox Cable
  • Worked on the Cox Cable program for 3 years, meeting all KPIs, earning various achievement awards

Disney
  • Launched the support role with the Disney+ Streaming Program

Project Manager

Q2 Digital
  • Project discovery and planning
  • Guide work from client needs and idea to goals and delivery
  • Pull together Team Leaders and account staff to research and define new products and budget
  • Build and delegate work plans, communicating progress to account executives
  • Set clear expectations and goals for project teams
  • Track progress against timeline, milestones and budget, revise as needed

Quality/Retention Manager/Hosting Specialist

GoDaddy Inc
  • Duties include:
  • Set up Hosting accounts including but not limited to building and trouble-shooting hosting account; email setup
  • Outlook email setup, MYSQL database set up
  • Provide client base with customer support through phone/e-mail
  • Effectively address and resolve customer concerns and technical issues; to include building client websites, teaching client basic and intermediate HTML coding, affiliate marketing, internet advertising strategies and online marketing skills
  • Provide ongoing management of customer relationships including mentoring, customer service staff and advertising department
  • Communicate effectively with customers both written and verbally
  • Address and resolve highly sensitive issues to reduce level of charge-backs and agency complaints
  • Maintain high level of customer retention, striving for a one-call resolution of issues
  • Produce detailed and accurate reports, ensuring appropriate departments maintain follow-up and training as well as provide a high level of customer satisfaction
  • Duties also include generating both email correspondence for use by dept
  • As well as drafting training and retention guidelines, to include department policies
  • Training new hires on retention requirements, ensuring new hires were fully capable of understanding all requirements of job duties; to include client posture and psychology behind company’s scripts on customer retention
  • Script writing for multiple departments
  • Strike a positive and cooperative tone with both customers and co-workers

Skills

  • Customer focus
  • Employee scheduling
  • Influencing skills
  • Staff development
  • Performance coaching

Timeline

Sutherland Global Services
07.2019 - Current

Team Manager

Wex Inc

Cox Automotive

Cox Cable

Disney

Project Manager

Q2 Digital

Quality/Retention Manager/Hosting Specialist

GoDaddy Inc

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Jade Fournier