Janae' Gray
Birmingham,AL
Summary
Experienced manager and strong leader in the industry with strengths in customer service, sales, and negotiations. Proven skills in marketing, advertising, training, and promoting. Successful in developing strategies that have increased customer and employee satisfaction. Dedicated to streamlining operations to promote organizational efficiency.
Overview
8
8
years of professional experience
Work History
Quality Compliance Manager
Department Of Veterans Affairs
06.2020 - Current
- Equipped and organized facility to comply with company strategy for online and offline quality controls.
- Promoted proactive approach towards problem-solving, driving employee engagement in identifying potential areas of improvement.
- Enhanced operational efficiency by streamlining quality assurance processes and documentation.
- Liaised with HR manager to organize and perform quality standard training for new and existing staff.
- Implemented effective compliance policies and procedures to meet regulatory requirements.
- Delivered subject matter expertise for internal and external customers on compliance best practices and quality control.
- Addressed compliance issues by developing and implementing corrective action plans.
- Created in-depth training manual for all employees.
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Cross-trained and provided backup support for organizational leadership.
Lead Medical Support Assistant
Department Of Veterans Affairs
04.2019 - 05.2020
- Managed high call volume, addressing patient inquiries and concerns with professionalism and empathy.
- Provided exceptional customer service to patients, visitors, and colleagues providing a welcoming environment at all times.
- Provided ongoing coaching and mentoring support for employees seeking professional growth and development.
- Collaborated with department managers to design customized training plans aligned with organizational goals.
- Facilitated virtual, in-person, and blended learning sessions.
- Led cross-functional teams comprised of subject matter experts to create collaborative solutions addressing complex organizational challenges through targeted skills development efforts.
- Collaborated with cross-functional teams to ensure accurate and efficient scheduling of resources.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
Operations Customer Service Manager
Wells Fargo
02.2017 - 04.2019
- Improved customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established team priorities, maintained schedules and monitored performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Conducted and reported risk analysis using corporate risk tools.
- Responded to day-to-day compliance questions from management and staff.
- Designed and delivered web-based, self-directed learning materials.
- Developed strong relationships with clients to better understand their financial needs and goals.
- Mentored junior bankers, fostering professional development and growth within assigned team.
Store Manager
Charlotte Russe
05.2016 - 02.2017
- Completed point-of-sale opening and closing procedures.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- 20% in the district for Sales
- Rotated merchandise and displays to feature new products and promotions.
- Mentored new hires during their onboarding process, ensuring they were well-equipped to excel in their roles from day one.
- Improved customer satisfaction through staff training in customer service and product knowledge.
- Maintained a clean and organized store appearance to enhance the overall shopping experience for customers.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Maintained proper product levels and inventory controls for merchandise and organized the backroom to facilitate effective ordering and stock rotation.
- Managed revenue models, process flows, operations support, and customer engagement strategies.
Sales Associate
JCPenney
05.2016 - 02.2017
- Promoted special offers and events by engaging with customers while on the sales floor, driving awareness of promotions, and boosting sales conversion rates.
- Managed efficient cash register operations.
- Helped customers complete purchases, locate items, and join reward programs.
- Supported store leadership in implementing new merchandising strategies which led to improved product positioning and overall visual appeal.
- Maintained up-to-date knowledge of store sales, payment policies, and security standards.
- Greeted customers and helped with product questions, selections, and purchases.
- Organized store merchandise racks and displays to promote and maintain visually appealing environments.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
- Prioritized helping customers over completing other routine tasks in the store.
Education
Associate of Applied Science - Business Management
T.A. Lawson State Community College
Birmingham, AL12.2024
High School Diploma -
Mcadory High School
Mccalla, AL05.2016
Skills
- Employee Coaching and Mentoring
- Process Improvement
- Onboarding and Orientation
- Performance Management
- Multi-tasking strength
- Customer Service Management
- Operating Procedures and Policies
- Sales Quota Management
Timeline
Quality Compliance Manager
Department Of Veterans Affairs
06.2020 - Current
Lead Medical Support Assistant
Department Of Veterans Affairs
04.2019 - 05.2020
Operations Customer Service Manager
Wells Fargo
02.2017 - 04.2019
Store Manager
Charlotte Russe
05.2016 - 02.2017
Sales Associate
JCPenney
05.2016 - 02.2017
Associate of Applied Science - Business Management
T.A. Lawson State Community College
High School Diploma -
Mcadory High School
Similar Profiles
Gregory EllisGregory Ellis
Advanced Medical Support Assistant at Department of Veterans Affairs, Central TX Veterans HealthcareAdvanced Medical Support Assistant at Department of Veterans Affairs, Central TX Veterans Healthcare
Bruce RitenburgBruce Ritenburg
VETERAN CLAIMS EXAMINER INSURANCE at Department Of Veterans Affairs, Veterans Benefits AdminVETERAN CLAIMS EXAMINER INSURANCE at Department Of Veterans Affairs, Veterans Benefits Admin
Camilla LanierCamilla Lanier
Director, Planning and Operations at U.S. Department of Veterans Affairs, Veterans Health Administration (VHA) Office of Integrity and Compliance (OIC)Director, Planning and Operations at U.S. Department of Veterans Affairs, Veterans Health Administration (VHA) Office of Integrity and Compliance (OIC)
Angela Antoinette PerkinsAngela Antoinette Perkins
Health System Specialist at Department of Veterans Affairs/ Veterans Health AdministrationHealth System Specialist at Department of Veterans Affairs/ Veterans Health Administration
DEVIN MAJORDEVIN MAJOR
Clinical Care Coordinator at UAB MedicineClinical Care Coordinator at UAB Medicine