Jae Duncan
Charlotte,NC
Summary
Talented operations & customer service professional adept in business and employee management to achieve targeted results. Decisive leader and strategic problem solver with exceptional communication and foresight.
Overview
14
14
years of professional experience
Work History
Customer Operations Manager
Spectrum
11.2021 - Current
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Compiled and analyzed customer feedback data to develop new strategies and corrective action.
- Kept abreast of new company products and services to effectively answer questions and resolve complaints.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Designed and executed processes to meet business initiatives and drive continuous improvement.
- Performed business analysis and provided guidance on best practices and various approaches.
- Transformed strategy into standard practice with measurable KPIs.
Operations Manager
McKesson
12.2020 - 10.2021
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Processed inbound and outbound shipments with high accuracy by directing associate teams and managing inventory processes.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
Direct Sales Supervisor
Spectrum
01.2015 - 12.2020
- Communicated best practices among on-site and external personnel to align efforts and goals.
- Reduced workflow inconsistencies by recruiting and hiring capable staff members.
- Developed and implemented productivity initiatives, in addition to coordinating itinerary and scheduling appointments.
- Performed customer needs assessments and coordinated resolutions with supply chain and quality teams.
- Coordinated with other departments to provide smooth execution of sales initiatives.
- Developed and implemented strategies to increase sales and improve customer service.
- Built strong relationships with clients by following up on previous purchases and suggesting new products.
Quality Assurance Supervisor
Spectrum
08.2012 - 01.2015
- Directed day-to-day quality assurance department activities, establishing rapport with team members to facilitate effective communication and coordination.
- Managed testing initiatives, establishing metrics, standards, methodology and necessary testing precautions and scheduling execution.
- Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement.
Customer Service Supervisor
Spectrum
07.2009 - 07.2012
- Exceeded team goals and collaborated with staff members to implement customer service initiatives.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Coached employees through day-to-day work and complex problems.
- Researched and corrected regular, advanced and long-standing customer concerns to promote company loyalty.
- Established and updated work schedules to account for changing staff levels and expected workloads.
Education
Bachelor of Science - Business Administration
Texas A&M University - Commerce
Commerce, TX05.2012
Skills
Six Sigma Green Belt
Bilingual (Spanish)
CAPM (10/2021)
- Risk analysis and management
- Inter-department collaboration
- Performance Monitoring and Evaluation
- Business Leadership
Timeline
Customer Operations Manager
Spectrum
11.2021 - Current
Operations Manager
McKesson
12.2020 - 10.2021
Direct Sales Supervisor
Spectrum
01.2015 - 12.2020
Quality Assurance Supervisor
Spectrum
08.2012 - 01.2015
Customer Service Supervisor
Spectrum
07.2009 - 07.2012
Bachelor of Science - Business Administration
Texas A&M University - Commerce
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