Jamie Giraud
Cleveland
Summary
Team-oriented professional prepared to take on leadership responsibilities with focus on driving results and fostering collaboration. Proven success in managing teams, overseeing project execution, and adapting to dynamic work environments. Known for reliability, flexibility, ensuring seamless team operations and achievement of goals.
Overview
20
20
years of professional experience
Work History
Team Lead
Campus Consortium/BBH
08.2017 - Current
- Adapted communication styles to match the preferences of the client, leading to enhanced rapport and trust.
- Maintained detailed records of all client interactions, allowing for easy reference when addressing future needs or concerns.
- Enhanced client relations by addressing concerns and providing timely solutions to issues.
- Resolved conflicts and negotiated resolutions between client and vendor, maintaining a positive working environment.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Assisted in planning and implementing department goals and makes recommendations to management to improve efficiency and effectiveness
- Identified and resolve problems in a timely manner by gathering and analyzing information skillfully
- Assisted in developing and implementing processes and/or operations improvements to enhance departmental and/or representative’s performance
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Assisted in recruitment to build team of top performers.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
Team Lead/QA Specialist
Xerox/ Conduent
05.2009 - 08.2017
- Provided 24X7 desktop technical support for over 40 college campuses
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Provided Student Financial Aid functional guidance, training and assistance to lower level staff
- Assisted in planning and implementing department goals and makes recommendations to management to improve efficiency and effectiveness
- Identified and resolve problems in a timely manner by gathering and analyzing information skillfully
- Assisted in developing and implementing processes and/or operations improvements to enhance departmental and/or representative’s performance
- Handled difficult client and customer situations
- Worked directly with clients, maintained a positive and professional relationship
- Provided Quality Service Assurance for a large group of representatives servicing multiple clients
- Monitored, reviewed and analyzed representatives phone contacts and e-mails to ensure quality customer service and compliance with call center standards and procedures
- Performed call monitoring and provided trend data to management
- Used quality monitoring data management system to compile and track performance at team and individual level
- Initiated internal and client listening programs (call calibration) to identify customer needs and expectations
- Provided feedback to call center agents and management
- Prepared and analyzed internal and external quality reports for management’s review
Front Desk Receptionist
Quick and Easy Tax Service
01.2008 - 04.2014
- Directed employees, guests and general public to the right staff member
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Maintained a sufficient record of office supplies
- Provided word-processing and clerical support
- Picked up and delivered the mail
- Maintained the common filing system and file all letters
- Provided administrative services to the office manager
Telecommunications Specialist
MDS Communications
08.2005 - 01.2008
- Contacted businesses or private individuals by telephone in order to request donations for charitable causes
- Obtained individuals information such as name, address, and payment method, and enter donations into computers
- Adjusted sales scripts to better target the needs and interests of specific individual
- Exceeded personal fundraising goals through consistent performance and diligent efforts to improve call techniques.
- Demonstrated adaptability by quickly learning new fundraising strategies and adjusting communication styles as needed.
Education
High School Diploma -
Trona High School
Skills
- Customer focus
- Attention to detail
- Teamwork and collaboration
- Customer service
- Call center experience
- Client relations
Timeline
Team Lead
Campus Consortium/BBH
08.2017 - Current
Team Lead/QA Specialist
Xerox/ Conduent
05.2009 - 08.2017
Front Desk Receptionist
Quick and Easy Tax Service
01.2008 - 04.2014
Telecommunications Specialist
MDS Communications
08.2005 - 01.2008
High School Diploma -
Trona High School
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