Jamia Forbes
Katy,Tx
Summary
Seasoned Supervisor with history of effectively managing teams and overseeing operations. Skilled in identifying areas for improvement, implementing new processes, and fostering staff development. Strengths include problem-solving abilities, strong leadership skills, and communication capabilities. Previous roles demonstrate significant positive impacts on workflow efficiency and team productivity.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Supervisor EMO Outreach
Accolade
Houston, Texas
07.2023 - Current
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Evaluated employee performance through periodic reviews and documented results accordingly.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Directed and supervised team of 11-13 employees in daily operations.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Tracked progress on projects and provided timely feedback to staff members.
- Collaborated with other departments to coordinate workflow processes between teams.
- Created new strategies for improving customer service standards within the organization.
- Participated in recruitment efforts by interviewing prospective candidates for open positions.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Monitored employee productivity to provide constructive feedback and coaching.
- Conducted regular performance evaluations, providing constructive feedback and setting individual goals.
- Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
- Coordinated with other department supervisors to ensure smooth workflow and project alignment.
- Trained new employees on company policies, job duties, and performance expectations.
- Worked closely with human resources to support employee management and organizational planning.
Trainer/Coacher Promotion
Energy Ogre
Houston, Tx
09.2022 - 07.2024
- Promote an active learning experience through hands-on training activities and procedures
- Created training environments such as powerpoints, game activities, scenario based conversations
- Revamped our overall New Hire training module to a more efficient, structured process
- Recognize and respond effectively in emergency situations
- Utilized programs such as Microsoft Excel, PowerPoint, and Word
- Trained all new hires for our operations department
- Enhanced both backend operations and customer service agents knowledge and motivation through various coaching methods including one-on-one sessions, group meetings and virtual interactions
- Adapted teaching methods according to the needs of individual learners or groups.
- Maintained up-to-date knowledge of industry trends and best practices.
- Resolved any issues raised by participants during the training session in a timely manner.
- Managed multiple projects simultaneously while adhering to tight deadlines.
- Provided feedback on employee performance based on observed results during training sessions.
- Conducted onboarding sessions to orientate new staff members about company policies and procedures.
- Documented all training activities including attendance records, feedback forms, surveys.
- Provided constructive feedback and positive reinforcement to keep trainees motivated.
- Explained goals and expectations required of trainees.
- Maintained strong knowledge by participating in workshops, conferences, and online education classes.
- Evaluated training materials prepared by instructors and offered actionable suggestions for improvement.
Customer Service Supervisor
Energy Ogre
Houston, Tx
08.2017 - 08.2022
- Assist 20-30 agents with any issues, questions and/ or concerns they have regularly
- Ability to deescalate 90% of calls and improve customer retention
- Partner with other departments to strategically plan effective ways to solve issues that may arise within the organization
- Ensure that all agents are meeting performance expectations and following standard operating procedures set in place by the company
- Maintain a weekly report for the director of customer service that shows agents' call stats (average handle time, break/ lunch times, etc.) and a brief summary of their weekly performances
- Monitor email queue to ensure service level agreement times are made
- Monitor and assist with chat queue to ensure proper response times
- Create trainings and refresher courses for new hires, current agents, and veteran agents
- Assist in conducting new hire interviews for agent positions
- Assessed team member performances by delivering one-on-one coaching to promote better service.
- Evaluated employee job performance and motivated staff to improve productivity.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Give team continuous feedback about accomplishments and areas of improvement
- Hold weekly meetings to go over new changes, procedures and ways to improve customer service department
- Manage agent schedules and ensure the department is covered
- Implemented departmental policies and standards in conjunction with management to streamline internal processes.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Recruited, interviewed and selected employees to fill vacant roles.
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
- Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.
- Guided employees in handling difficult or complex problems.
Service Specialist II- Telephone Banker
CHASE BANK
Houston, Tx
02.2016 - 02.2017
- Handled customer inquiries in reference to Consumer bank accounts as well as prepaid liquid accounts
- Offered solutions for customers as well as resolving issues/ concerns
- Assisted with troubleshooting any issues with chase.com website
- Interacted with other colleagues and condone in team activities
- Frontline specialist; Maintain high call volume on a daily basis
Credit and Collections Specialist- ACE superstar lead
AT&T
Farmers Branch, Tx
02.2013 - 02.2016
- Handled customer inquiries, complaints, payment arrangements, billing questions and resolved various customer issues
- Offered solutions for customers as well as providing a one call resolution
- Coached and developed other representatives on achieving and striving for better results for the company
- Organized team calibrations and lead team huddles
- Calibrated with other collection call centers to obtain information on how to develop and improve center stats as a whole
Education
Some College (No Degree) - Business Management
Jarvis Christian College
Hawkins, Tx (3 Years Completed 3.29 GPA)Skills
- Team lead/supervisory experience
- Prioritization
- Task delegation
- Multitasking
- Quick decision-making
- Staff Management
- Operations Management
- Inventory Control
- Employee Motivation
- Complex Problem-Solving
- Training and mentoring
- Staff Discipline
- Policy Enforcement
- Goal setting
- Team leadership
- Building positive relationships
- Customer relationship management
- Communication skills
- Schedule development
- Strategic Planning
Professional Skills
- Proficiency in customer relationship management (CRM) software
- Strong communication skills for email and chat support
- Ability to navigate and use ticketing systems
- HIPPA education
Certification
- Dale Carnegie Certification. How to Win Friends and Influence Business People in March 2022
Accomplishments
- ACE superstar lead Jan 2015 at AT&T
- Top 10%, 30% performance representative at Chase Bank
- Best of the Best Aug 2016, Dec 2016, Jan 2017, Feb 2017 at Chase Bank
- Employee of the Month 3 months in a row from January- March 2021 at Energy Ogre
- Award of Exceptional Customer Experience. This title was held for 6 months from May-November 2022
- First employee promoted to Operations Trainer at Energy Ogre
Websites
References
References available upon request.
Timeline
Supervisor EMO Outreach
Accolade
07.2023 - Current
Trainer/Coacher Promotion
Energy Ogre
09.2022 - 07.2024
Customer Service Supervisor
Energy Ogre
08.2017 - 08.2022
Service Specialist II- Telephone Banker
CHASE BANK
02.2016 - 02.2017
Credit and Collections Specialist- ACE superstar lead
AT&T
02.2013 - 02.2016
Some College (No Degree) - Business Management
Jarvis Christian College