Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
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James Kaul

Westerville,OH

Summary

People-focused, driven worker with a desire to help those around him, while simultaneously forwarding his own career. Well versed in

MS Office, as well as most other general computer skills. Very strong customer service skills, always able to maintain a positive demeanor in the toughest situations. Constantly interested in learning new skills, and improving existing ones, I do not accept that I have nothing left to gain from new experiences.

Overview

9
9
years of professional experience

Work History

Manager

Jimmy John's Gourmet Sandwiches
Hilliard, OH
02.2022 - 06.2023
  • Coached, mentored and trained team members in order to improve their job performance.
  • Prepared the store to open promptly and effectively.
  • Ensured all customers received prompt and enjoyable service.
  • Managed driver routes as well as employee tasks.
  • Ensured the store was clean and prepared for the next shift upon their arrival.

Customer Operations Specialist

Aep Ohio
Groveport, OH
02.2021 - 11.2021
  • Took calls from customers for a wide range of issues, including billing, complaints, and other service issues.
  • Prioritized same-call resolution, giving a service that solves all the customers concerns in one call.
  • Negotiated payment plans, appointments, and orders.
  • Provided a sympathetic and understanding voice for customers dealing with troubles and difficult situations.

Cafeteria/Recess Aide

Emerson Elementary School
Westerville, OH
08.2020 - 10.2020
  • Assisted in organizing and supervising recreational activities for students during recess periods.
  • Monitored student behavior to ensure safety, discipline, and respect among peers.
  • Provided guidance to students on appropriate playground behavior and conflict resolution techniques.
  • Enforced school rules regarding safety and conduct while participating in outdoor play activities.

Delivery Driver

Jimmy John's Gourmet Sandwiches
Hilliard, OH
02.2019 - 04.2020
  • Received and recorded customer orders.
  • Assisted in preparation of order and verified its accuracy.
  • Delivered the order promptly and safely to customers.
  • Maintained a positive attitude, even while under notable stress with multiple deliveries.

Quality Assurance Analyst

Teleperformance USA
Columbus, OH
10.2016 - 02.2019
  • Conducted detailed analysis of business requirements and developed test plans to ensure quality assurance.
  • Monitored all agent's performance on a call center floor, tracking scores, behavior, and similar analytics.
  • Used data gathered from monitoring to identify key areas of improvement, as well as determine the best strategy to drive improvement in those areas.
  • Coached agents 1 on 1, reviewing key metrics to improve and go over best practices.
  • Tracked metrics over monthly periods, gathering data to present to clients in weekly/monthly meetings.

Line Cook/Trainer

Steak 'n' Shake
Westerville, OH
11.2014 - 10.2016
  • Greeted customers, take orders, and serve them in a friendly and professional manner.
  • Prepared orders accurately and quickly, working with a team of other employees on a line.
  • Assisted in teaching new employees best practices, techniques, and requirements for completing their role efficiently and effectively.
  • Encouraged newer employees to take an active role in making the restaurant an enjoyable place to work.

Education

High School Diploma -

Columbus State Community College
Columbus, OH

Skills

  • Strategic Planning
  • Business Administration
  • Operations Management
  • Performance Management
  • Workforce Management
  • Time Management
  • Schedule Preparation
  • Policy and Procedure Development
  • Employee Training and Development
  • Team Leadership
  • Complex Problem-Solving
  • Verbal and Written Communication
  • Project Management
  • Negotiation
  • Performance Evaluations
  • Staff Management
  • Quality Assurance
  • Technical Support
  • Data Entry
  • Customer Relationship Management
  • Call Control
  • Report Preparation
  • Customer Service
  • Complaint Resolution
  • Payment Processing
  • Account Updating
  • Communicating With Clients
  • Call Center Operations
  • Customer Communications
  • Quality Control
  • Appointment Scheduling
  • Customer Support
  • Proficient in Microsoft Office Suite
  • Data Gathering
  • Quality Assurance Controls
  • 72 WPM
  • Interpersonal Skills
  • Resolving Issues

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Barack Obama

Timeline

Manager

Jimmy John's Gourmet Sandwiches
02.2022 - 06.2023

Customer Operations Specialist

Aep Ohio
02.2021 - 11.2021

Cafeteria/Recess Aide

Emerson Elementary School
08.2020 - 10.2020

Delivery Driver

Jimmy John's Gourmet Sandwiches
02.2019 - 04.2020

Quality Assurance Analyst

Teleperformance USA
10.2016 - 02.2019

Line Cook/Trainer

Steak 'n' Shake
11.2014 - 10.2016

High School Diploma -

Columbus State Community College

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James Kaul