Jahina Dickerson
Summary
Results-driven Customer Service and Operations Manager with over 10 years in customer support and high-volume environments. Managed customer interactions, resolved escalations, and enhanced client satisfaction. Led recruitment, onboarding, and training initiatives while streamlining call center operations and support workflows. Experienced in multi-system and remote work settings.
Overview
14
14
years of professional experience
Work History
Operations Manager
Modish Chic Boutique
Houston, Texas
02.2012 - Current
- Oversaw financial management, including budgeting and expense tracking.
- Oversaw budgeting and financial management.
- Streamlined communication workflows to enhance service efficiency.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Assisted customers to enhance overall satisfaction levels. and repeat business
- Maintained relationships with existing clients by providing superior customer service.
- Managed customer inquiries, scheduling, reservations, and confirmations
- Maintained customer communication records and service notes
- Developed marketing strategies to increase brand visibility and customer engagement.
- Ensured compliance with local, state, and federal regulations.
Operations Manager
Allied Universal Security Services
Houston, Texas
12.2022 - 12.2025
- Oversaw daily operations and maintained compliance with security protocols.
- Managed daily customer service operations, enhancing client account communication
- Served as primary point of contact for multiple customer accounts, ensuring consistent service delivery
- Managed high-volume inbound and outbound calls, providing timely email support to customers.
- Resolve customer issues and escalate service risks when required
- Maintain customer records and case documentation across multiple systems
- Lead recruiting activities for direct hires including candidate screening and interviewing
- Make hiring decisions for assigned staff roles
- Conduct employee onboarding and job training for new hires
- Provided ongoing coaching on customer service procedures and documentation standards, improving team adherence
- Support service quality and customer satisfaction goals
Human Resource Specialist
N-And-Out Repair
Houston, Texas
11.2020 - 02.2022
- Managed employee onboarding and orientation processes for new hires.
- Administered benefits programs to align with company policies and enhance employee satisfaction.
- Coordinated benefits administration activities such as enrollments, changes, terminations and transfers.
- Conducted performance reviews to identify and address employee development needs effectively.
- Provided essential support to address individual HR needs of employees.
- Maintained confidential personnel and customer records
- Ensured process compliance and maintained record accuracy for streamlined HR operations.
- Coordinated with internal teams to resolve support issues
- Documented cases and service actions for tracking and follow-up
- Provided customer and administrative support via phone and email
Education
Certified Medical Assistant (CMA) - Medical Assistant Training
Everest College
02.2009
Skills
- Customer Service Management
- Customer Support Operations
- Call Center Operations
- Client Account Support
- High-Volume Call Handling
- Escalation Management
- Complaint Resolution
- Customer Retention
- Service Delivery Support
- Staff Recruiting
- Candidate Interviewing
- Hiring Decisions
- Employee Onboarding
- Employee Training
- Performance Coaching
- CRM Documentation
- Case Management
- Scheduling and Coordination
- Cross-Functional Collaboration
- Remote Operations
Timeline
Operations Manager
Allied Universal Security Services
12.2022 - 12.2025
Human Resource Specialist
N-And-Out Repair
11.2020 - 02.2022
Operations Manager
Modish Chic Boutique
02.2012 - Current
Certified Medical Assistant (CMA) - Medical Assistant Training
Everest College