Janelle Moore
Fairfield,Ohio
Summary
Collaborative leader dedicated to fostering an engaged and empowering work culture through effective teamwork. Bringing over 8 years of highly motivated and experienced management expertise. Eager to leverage organizational and leadership skills in a role that contributes to the overall success of Veritiv.
Overview
19
19
years of professional experience
Work History
Customer Experience Representative II
Veritiv Corporation
06.2015 - Current
- Overseeing nine corporate accounts to guarantee precise order entry and providing timely updates on any delayed orders.
- Build trust and foster customer relationships to facilitate ongoing growth.
- Maintain customer records by updating account information
- Product management
- Ensure timely and successful delivery of products and supplies according to customer needs and objectives
- Assist with high severity requests or issue escalations as needed
- Collaborating with various internal departments to ensure customer needs are met.
- Manage and solve conflicts with customers.
- Streamlined internal processes for better efficiency in account management tasks.
Supervisor
Education at Work
09.2012 - 07.2014
- Managed 15-20 agents, ensuring their achievement of quality goals and fostering their professional development through weekly coaching.
- Monitoring agents calls and chats to ensure quality metrics are met.
- Applied individually tailored coaching to enhance processes and elevate team performance.
- Taking escalated calls as necessary to properly resolve any issues or complaints
- Attended clients’ weekly business meetings
- Compiled weekly quality and compliance scores for department and uploaded to extranet
- Assisted in recruiting efforts by visiting colleges and speaking with students
- Conducted interviews for potential agents and peers
- Responsible for managing and adjusting agent’s digital time cards daily
- Occasionally, act as work force manager and oversee line adherence.
Quality Hotline Lead
Luxottica Retail
04.2012 - 09.2012
- Improve visibility of quality concerns and provide resolution on reoccurring issues with lab jobs
- Provide feedback on trends identified and solutions needed
- Assist stores with status of their work orders
- Handles more than 100 calls daily.
Provisioning Supervisor
PowerNet Global Communications
07.2005 - 10.2010
- Oversaw, supported, coached, and developed up to 10 call center agents handling 150-200 orders monthly, encompassing residential long distance, toll free, internet, digital phone, and wireless service.
- Held side by side meetings with direct reports
- Successfully organized cross training within department
- Administered yearly reviews with career assessment
- Approved scheduling for staffing and paid time off request
- Maintained monthly department budget
- Implemented reports to track new orders and to minimize errors while ensuring follow up.
- Assisted in the development of training materials to help standardize processes across the department, resulting in increased efficiency and consistency among team members.
Education
Some College (No Degree) - Psychology
Cincinnati State
Cincinnati, OhioSkills
- Proven leadership skills demonstrated in complex organizations
- Strong communication, client servicing and presentation skills
- Well organized, detail-oriented, and thrives in high-intensity, results-oriented, companies
- Understanding Customer Needs
- Demonstrates strong adaptability in customer support, adept at swiftly adjusting to evolving situations, addressing diverse customer needs, and delivering effective solutions
- Call Center Operations
Volunteer Experience
- Good New Baptist Church, Cincinnati, Ohio, 2006-2012, Youth Event Coordinator
- Girl Scouts of Western Ohio, Cincinnati, OH, 2009 -2011, Girl Scout Troop Leader
Timeline
Customer Experience Representative II
Veritiv Corporation
06.2015 - Current
Supervisor
Education at Work
09.2012 - 07.2014
Quality Hotline Lead
Luxottica Retail
04.2012 - 09.2012
Provisioning Supervisor
PowerNet Global Communications
07.2005 - 10.2010
Some College (No Degree) - Psychology
Cincinnati State