Jaimie Burrell
Masontown,PA
Summary
Experienced Service Delivery Manager with a focus on leadership and effective communication. Known for developing strategies that improve service quality and client satisfaction. Ready to drive impactful results through team collaboration and innovative problem-solving.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
TTEC
04.2023 - Current
- Managed service delivery operations to ensure client satisfaction and support.
- Developed and implemented service delivery strategies aligned with organizational goals.
- Facilitated training sessions for staff on best practices in service delivery management.
- Ensured SLA compliance and maintained service delivery quality standards.
- Analyzed customer feedback surveys results to identify opportunities for improvement.
Temporary Manager
TTEC
02.2023 - 04.2023
- Led team to enhance customer service and support initiatives.
- Managed employee performance reviews and provided constructive feedback regularly.
- Fostered a positive work environment through team-building activities and recognition programs.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
Team Lead
TTEC
11.2018 - 02.2023
- Cultivated strong team dynamics through effective communication and conflict resolution.
- Played diverse roles in projects, readily offering help to ensure successful outcomes
- Implemented coaching action plans for agents, enhancing overall team performance.
- Guided onboarding process for new Team Leads, ensuring clear understanding of responsibilities
- Maintained a focus on mutual support and collaboration within the team framework.
Insurance Professional
TTEC
08.2018 - 11.2018
- Educated clients on coverage options and recommended appropriate plans.
- Reviewed insurance policies to ensure compliance with existing regulations.
- Provided guidance to customers regarding available insurance plans and their benefits and limitations.
- Ensured that customer data was kept confidential at all times in accordance with applicable laws and regulations.
Housekeeping Supervisor
Nemacolin
08.2016 - 12.2016
- Supervised daily housekeeping operations for luxury resort guest rooms and common areas.
- Conducted inspections of guest rooms to maintain cleanliness and quality standards.
- Managed inventory of cleaning supplies and equipment for efficient operations.
Room Attendant
Nemacolin
01.2011 - 08.2016
- Cleaned and sanitized guest rooms to maintain high cleanliness standards.
- Replenished supplies and amenities for guest convenience and comfort.
- Reported maintenance issues to ensure prompt resolution and guest satisfaction.
- Demonstrated excellent customer service skills when interacting with guests throughout their stay.
Education
High School -
Connellsville Senior High School
Connellsville, PASome College (No Degree) - Forensic Science
Waynesburg University
Waynesburg, PASkills
- Time management
- Conflict resolution
- Effective communication
- Analytical problem solving
- Microsoft Office proficiency
- Service level agreement management
- Customer feedback analysis
- Staff training and development
Leadership Experience
- Community Leader for Women in Leadership within TTEC
- Proactive Solutions POC for Uniontown, PA location within TTEC
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Certification
- Six Sigma, White Belt Certified
- Licensed Insurance Professional
Affiliations
- Women in Leadership Community Lead, TTEC
References
References available upon request.
Timeline
Service Delivery Manager
TTEC
04.2023 - Current
Temporary Manager
TTEC
02.2023 - 04.2023
Team Lead
TTEC
11.2018 - 02.2023
Insurance Professional
TTEC
08.2018 - 11.2018
Housekeeping Supervisor
Nemacolin
08.2016 - 12.2016
Room Attendant
Nemacolin
01.2011 - 08.2016
High School -
Connellsville Senior High School
Some College (No Degree) - Forensic Science
Waynesburg University