Jadilyn Fields-Ditzler
Norman,OK
Summary
Dynamic Information Support Specialist/Mentor with a proven track record at Archon Resources/OKHS Live!, Adept in training and coaching with a strong emphasis on empathy and patience. Excelled in trend analysis and call center operations. Skilled in fostering teamwork and collaboration, significantly improving customer service and operational standards.
Overview
3
3
years of professional experience
Work History
Information Support Specialist/Mentor
Archon Resources/ OKHS Live!
05.2023 - Current
- Assisted in resolving clients' case issues and consistently met company expectations and metrics while doing so. Responded to client inquiries using Facs, DSD Mainframe, Query, and OnBase. Collaborated with fellow mentors and supervisors on a daily or as needed basis, depending on the project requirements. Completed anywhere from 10-30 calls per day when taking them.
- Mentored new agents from start to finish in the process of going 'solo' for the company via virtual conference rooms(Zoom) . Ensured the quality of training thereafter by further assisting new agents in Microsoft teams chat and over email during their calls when needed.
- Helped identify gaps in client communication protocols and provided feedback to my superior, leading to the implementation of new policies to accommodate the operational changes.
- Assisted mentees in developing self confidence in their call handling and overall approach to customer service by creating a collaborative and encouraging environment during 'Zoom' classes. Assisted new agents in setting and achieving goals, and identifying strong points and points that have room for improvement during their own calls.
Manager
Pickleman's Gourmet Cafe
12.2021 - 11.2023
- Monitored and analyzed performance of staff to identify areas of improvement and make necessary adjustment
- Built a high performance team through leading by example and frequently providing feedback to employees. Started "Employee of the month" and "Manager of the month", boosting morale and enhancing efficiency.
- Identified trends during product audits and implemented cost-cutting systems, resulting in reduced monthly expenditures.
- Created "secret menu" items to boost customer relations and store revenue, while also allowing employees to come up with suggestions to further teach and relate to staff.
Skills
- Training and coaching
- Empathy and patience
- Operating System Knowledge specific to OKDHS LIVE!
- Trend Analysis
- Teamwork and Collaboration
- Attention to Detail
- Interpersonal Skills
- Call Center Operations
- Customer service expert
References
Rachel Glander
Supervisor of the Mentor Team (Current)
OKDHS Live!
4054216446
rachel.glander.ctr@okdhs.org
My direct supervisor
Shaniece Ormond
General Manager (Current)
Jimmy John's Campus Corner location
Kevin
General Manager (Current)
Picklemans Gourmet Cafe
4052924223
Micheal Greenleaf
Former General Manager
Picklemans Gourmet Cafe
4059825808
Current Manager for Mazzio's
Timeline
Information Support Specialist/Mentor
Archon Resources/ OKHS Live!
05.2023 - Current
Manager
Pickleman's Gourmet Cafe
12.2021 - 11.2023