Basketball
JAHMEL GIVENS
Operations Analyst
Lawrenceville,Georgia
Summary
| WWW: Bold Profile | PROFESSIONAL SUMMARY Highly accomplished and performance-driven professional with over 5 years of comprehensive experience in sales, service, operations, and marketing. Proven success in customer service, operations, and business development. Proficient in conceptualizing and developing customer access strategies. Strong management and leadership capabilities, supported by exceptional analytical, organizational, team-building, and planning skills. Effective cross-channel communicator with the ability to partner with various departments across the organization, collaborating with leaders on key initiatives. Demonstrated expertise in capturing market share, accelerating revenue growth, and cultivating relationships with a diverse customer base.
Overview
5
5
years of professional experience
Work History
Customer Service Supervisor
Verizon Wireless
02.2021 - 08.2023
- Demonstrated commitment in goal setting, coaching, support, team building, and initiatives implementation toward operational proficiency and overall productivity
- Supervised staff up to 18 Customer Support Representatives
- Significantly enhanced operational performance by designing and implementing tools to enforce standards and procedures, leading to the collection of vital metrics and key performance indicators for executive decision-making
- Worked with employees to establish career goals and to develop the skills necessary to move forward into their desired roles within the company
- Contributed to the recruitment process by assisting in staff selection
- Designed performance expectations and identified the necessary knowledge, skills, and abilities through an 18-week new-hire training program
- Improved our customer satisfaction by 35% and reduced our false churn by 20% to retain our clients
- Developed and upheld communication protocols, cross-departmental coordination strategies, product knowledge base management procedures, project management frameworks, goal-setting processes, metrics reporting systems, and executive updates.
Operations Coordinator
Verizon Wireless
01.2019 - 01.2021
- Leveraged expertise as an operational leader to meet objectives by contributing information and analysis to strategic plans and reviews
- Prepared and completed action plans
- Implemented production, quality, and customer-service standards
- Utilized Verint Speech Analytics to analyze trends and enhance our digital self-serve platforms, thereby improving the overall customer experience
- Gathered and structured data from diverse sources, including computer records and sales histories, to forecast enhancements in business processes
- Conducted routine and impromptu evaluations, audits, and inquiries into data activity and accuracy; generated reports and concise summaries of discoveries to enhance business procedures
- Summarized patterns and commonalities among feature requests, support tickets, and reasons for customer churn to drive increased
- Traffic to our self-serve options, ensuring a seamless client experience
- Managed large and complex technical projects to enhance the customer and rep experience
- Established and managed centralized databases for competitive intelligence, customer feedback, and market segment use cases utilizing Tableau
- Compiled reports on recent feature requests and upcoming launches to share with internal stakeholders
- Managed roadmap of enhancements and fixes through partnered channels.
Customer Service Representative
Verizon Wireless
05.2018 - 01.2019
- Proficiently managed inbound calls with a commitment to delivering first-class resolutions
- Demonstrated technical expertise in delivering software and hardware support for various applications
- Efficiently facilitated communication between the contact center and all support groups
- Offered business-to-business support to various industry sectors, including Sales, Wireless, Wireline, manufacturers, small to large businesses, and Government Accounts
- Educated potential customers on products, services, and subscription requirements
- Successfully de-escalated customer issues in a challenging work environment by resolving problems while maintaining efficiency
- Summarized trends and themes from feature requests, support tickets, and churn reasons.
Education
High School Diploma -
Berkmar High School
05.2010
Skills
- Verint Reporting and Analytics
- Workday
- Tableau
- ACSS
- Google Suites
- Grafana
- Slack
- Jabber
- Metrx
- MS Office Suite
- Customer Relations
Work Preference
Work Type
Full TimeLocation Preference
RemoteImportant To Me
Company Culture401k matchWork-life balanceCareer advancementHealthcare benefitsTeam Building / Company RetreatsFlexible work hoursPersonal development programsInterests
Sports Marketing & Management
Football
Podcasts
History
Documentaries
Timeline
Customer Service Supervisor
Verizon Wireless
02.2021 - 08.2023
Operations Coordinator
Verizon Wireless
01.2019 - 01.2021
Customer Service Representative
Verizon Wireless
05.2018 - 01.2019
High School Diploma -
Berkmar High School