Jael Simmons
Contact Center
Park Forest,IL
Summary
Dynamic leader with a proven track record at DOVENMUEHLE, enhancing operational efficiency and team productivity through expert staff management and strategic training programs. Skilled in problem-solving and effective communication, I significantly improved customer satisfaction and employee engagement. Specialize in financial management and motivational team building, driving success and exceeding expectations.
Overview
6
6
years of professional experience
Work History
Foreign Language Supervisor
DOVENMUEHLE
01.2020 - Current
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Implemented rewards and recognition program that significantly increased employee engagement and satisfaction.
- Boosted team morale and performance, organizing regular training sessions and motivational meetings.
- Optimized scheduling to ensure full coverage during peak hours without overstaffing, balancing customer service with cost efficiency.
- Developed comprehensive training program for new hires, significantly reducing learning curve and integrating them into team quickly.
- Achieved significant improvements in operational efficiency, introducing and enforcing quality control measures.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Collected, arranged, and input information into database system.
- Generated reports detailing findings and recommendations.
Customer Service Supervisor
MB Financial
03.2018 - 11.2019
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Researched and corrected customer concerns to promote company loyalty.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
Education
Cosmetologist - Cosmetology
Capri
Oak Forest, IL04.2015
Skills
- Training and mentoring
- Goal-Oriented
- Staff Management
- Employee Motivation
- Staff Development
- Processes and procedures
- Expectation setting
- Business Administration
- Financial Management
- Problem-Solving
- Time Management
- Decision-Making
- Attention to Detail
- Effective Communication
- Organizational Skills
- Team building
Languages
Spanish
Native or Bilingual
Timeline
Foreign Language Supervisor
DOVENMUEHLE
01.2020 - Current
Customer Service Supervisor
MB Financial
03.2018 - 11.2019
Cosmetologist - Cosmetology
Capri
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