Ja'Niece Cooper
Glendale,AZ
Summary
Customer Service Manager with 5+ years of experience leading teams, improving customer satisfaction, and streamlining support operations. Proven track record in training staff, resolving escalations, and implementing efficiency-boosting processes. Seeking to leverage leadership skills in a management role to enhance team performance and customer experience.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Behavioral Technician
The Piece that Fits Daycare and ABA Therapy, Inc.
Lansing, IL
06.2022 - 12.2024
- Implement behavior plans
- Runs therapy sessions
- Training family members and caregivers
- Document during therapy sessions of the progress of my clients
- Collaborate with other professionals
General Manager
TJX Companies
Phoenix, AZ
05.2018 - 06.2022
- Staff Supervision & Development: Oversee hiring, training, and performance evaluations for all store employees
- Foster a positive work environment and mentor team members for professional growth
- Scheduling & Workforce Management: Create and manage employee schedules, ensuring adequate staffing during peak hours and managing time-off requests
- Ensure smooth day-to-day operations by managing store opening/closing procedures, monitoring maintenance and safety standards, and ensuring compliance with company policies
Department Supervisor
Walmart
Phoenix, AZ
04.2015 - 05.2018
- Team Leadership: Supervise and mentor a team of associates, providing training, coaching, and performance feedback
- Create schedules and manage time-off requests to ensure adequate staffing
- Customer Service: Ensure customers receive prompt, courteous, and knowledgeable assistance
- Handle escalated customer concerns, resolve issues, and maintain high satisfaction levels
Education
Associate's degree - Medical Assisting
American National University
Louisville, KY03.2025
High school diploma -
Thornton Township High School
Harvey, IL06.2013
Skills
- Team leadership & coaching
- Customer relationship management (CRM software)
- Conflict resolution & de-escalation
- Performance metrics & KPIs tracking
- Process improvement
- Employee training & development
- Multichannel support (phone, email, chat, social media)
- Complaint handling
- Scheduling & workforce management
- Data analysis & reporting
Certification
- Leadership Training
- Conflict Resolution Certification
Timeline
Behavioral Technician
The Piece that Fits Daycare and ABA Therapy, Inc.
06.2022 - 12.2024
General Manager
TJX Companies
05.2018 - 06.2022
Department Supervisor
Walmart
04.2015 - 05.2018
Associate's degree - Medical Assisting
American National University
High school diploma -
Thornton Township High School