Janyce McClendon
Brentwood,TN
Summary
At T-Mobile, I spearheaded initiatives within our Operations and Quality departments that significantly enhanced customer satisfaction and team performance. Leveraging my expertise in data analysis, strategic planning and emotional intelligence. I consistently exceeded performance metrics, notably improving customer retention and satisfaction by overhauling service protocols.
This paired with a strong focus on team collaboration, operational efficiency, and quality adherence, fostered a culture of accountability and excellence.
Overview
23
23
years of professional experience
Work History
Operations Manager, Customer Experience
T-Mobile
08.2017 - 03.2024
- Increased superior customer experiences by auditing calls , providing feedback and addressing customer concerns swiftly.
- Exceeded performance metrics consistently, earning recognition as a top performer within our site .
- Followed up with customers to improve net promoter scores to ensure their issues were resolved and confirm they had an amazing experience.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Organized professional development programs for staff, leading to improved performance and skill sets.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
Operations Manager
T-Mobile
02.2013 - 08.2016
- Fostered strong relationships with clients through attentive account management, timely issue resolution, and proactive status updates on project milestones.
- Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit goals.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Ensured compliance with company policies as well as industry regulations through diligent review of daily operations and staff adherence to guidelines.
- Promoted customer-centric approach, leading to repeat business sales and reduced churn.
- Proven ability to learn quickly and adapt to new situations.
- Used critical thinking to break down problems, evaluate solutions and make decisions that balanced customer, employee and owner perspectives.
- Initiated community outreach programs ( Veterans group) enhance company's brand image and improve employee engagement.
- Reduced employee churn rates by creating a culture of inclusion. Implementing comprehensive feedback and support system for team members.
Coach / Supervisor
T-Mobile
08.2001 - 02.2012
- Evaluated employee performance regularly against established benchmarks for ongoing personnel development and merit review.
- Managed team of 17 representatives, overseeing and exceeding productivity, quality, resolution, retention and sales goals.
- Managed payroll and scheduling
- Oversaw development of various employee incentives to drive performance
- Monitored daily and weekly key performance indicators to maintain on-track status.
- Increased team morale and productivity by fostering inclusive and supportive work environment.
- Cultivated a culture of excellence and accountability, leading by example and providing clear expectations.
- Facilitated team meetings to discuss progress and address any issues, promoting open communication.
- Conducted performance reviews, identifying areas for development and providing constructive feedback.
Quality Assurance Analyst
T-Mobile
04.2006 - 01.2009
- Acted as a liaison between the QA team and other departments such as Training and Operations, ensuring effective communication throughout all stages of the project lifecycle.
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project .
- Enhanced team collaboration, sharing best practices and insights that led to refinement of testing protocols, improved customer experience and productivity.
- Played key role in successful launch of multiple high-stakes projects by prioritizing critical test areas .
- Facilitating and / or observing training sessions and roll-outs.
- Mentored and coached team members on QA topics and strategies.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Participated in regular meetings with cross-functional teams and leadership to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
Education
Associate Of Applied Science - Psychology
Florida Community College of Jacksonville
Jacksonville, FL1989
Skills
- Training and Development
- Problem-Solving/Critical thinking
- Employee Relations and Conflict Resolution
- Project Management
- Employee Motivation/Inspiration
- Strategic Planning
- Emotional Intelligence
- Customer Relationship Management (CRM)
- Customer Retention
- P&L Management
- Sales Background
- Leader Development
- Detail Oriented
- Data Analysis
- Strong Communication
Accomplishments
- “Peak” Award recipient . This is the highest, most coveted accomplishment celebrated by T-Mobile.
- Recognized several + years with various top performer awards within site and nationwide.
- Improved site Net Promoter Scores. Consistently managed teams to exceed customer satisfaction goals and implemented tactics and best practices adopted site and nationwide.
- Known for strong development of Culture within teams . Introduced various tactics and best practices that improved employee engagement by 80% site wide.
Timeline
Operations Manager, Customer Experience
T-Mobile
08.2017 - 03.2024
Operations Manager
T-Mobile
02.2013 - 08.2016
Quality Assurance Analyst
T-Mobile
04.2006 - 01.2009
Coach / Supervisor
T-Mobile
08.2001 - 02.2012
Associate Of Applied Science - Psychology
Florida Community College of Jacksonville
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