Jane Talivakaola

At the beginning of my journey at the GSD my new team struggled with reaching our Service Level Agreement. Due to some minor processes that were being practiced. We were able to make incremental improvements by staffing agents at peak hours of call volume during a certain time and day. Analyzing reports and finding our weak spots in responses to our ticket returns to leaders. Monitoring daily tickets and training agents how to use the Knowledge Base articles to trouble shoot one off issues. Acquiring better investigation skills for problems solving and improving with our customer service language etiquette on the phone. I also created documents, such as spreadsheets, & powerpoint in addition to our training materials to assist the agents with the efficiency of their work. Having one on one meetings with agents and giving tips on how to organize their work to be more efficient independently during the pandemic era. I've been entrusted with certain access in CUBS and picked up and learned different skills from other managers from Finance, IT and GSC tools that have help me manage processes in the evening hours to run smoothly without interruptions. Example of this are being able to reject and approve EFT reversals, keyaccess, administrative access to Genesys Cloud, administrative access in Servicenow. These are all key components of our day to day work. Exceptional communication and interpersonal skills, fostering positive relationships with both internal teams and external stakeholders. Committed to driving continuous improvement and fostering a collaborative, high-performance work culture.

Directed and trained a team of 15-20 associates in job search, and life skills. Met with each associate to establish their Results and Development Plan, follow up on their plans one on one weekly meetings. Developed course material for job search, finance, self-reliance, goals and results classes. Coached associates to become job ready through training on power statements, interviews, resumes, and learning how to write and present a “me in 30 seconds”. Coach associates to achieve their plans and goals. Coached and trained on customer service, merchandising, store operations, sales. Assisted accounting clerk with cash count, reconciliations, and reports . Daily quality checks, on merchandise, practices, and procedures . Trained on policies, procedures, and quality assurance. Train on Safety, and ensure proper protective equipment was worn by each associate in each department. Held daily stand-up meetings with department, used positive coaching, motivation, and feedback to promote progression in each associate.