Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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Japonica Lewis

Daytona Beach

Summary

Dynamic Project Manager with a proven track record at Six Flags White Water, enhancing employee performance through effective conflict resolution and innovative training solutions. Skilled in data analysis and customer management, I successfully improved technical support processes, achieving a 30% reduction in ticket resolution time while leading a team of over 25 staff.

Overview

14
14
years of professional experience

Work History

Project Manager/Tech Support

ATT
Kennesaw
09.2020 - 11.2024
  • Provided high quality customer service with a high volume central processing and distribution center, collected payments and customer demographics on orders placed
  • Answered to customer inquiries and calls regarding warranty issue and product orders
  • Kept appraised of services, products, warranties and promotions
  • Efficiently and accurately input data using the exception alpha-numeric keyboarding skills
  • Facilitated and expedited the escalation of customer service issues
  • Identify and recommend solutions to meet customer satisfaction and improve existing systems for reliability and stability

Human Resources Manager/Senior Escalation Manager

Six Flags White Water
Atlanta
04.2012 - 08.2020
  • Efficient Employee Scheduling: Streamlined interview scheduling and managed employee schedules, ensuring seamless operations for a workforce of over 400 individuals on a daily basis
  • Professional Conflict Resolution: Skillfully resolved grievances of both customers and employees, maintaining professionalism and preserving positive relationships
  • Successfully handled difficult customer interactions
  • Effective Performance Management: Tracked and effectively managed performance reviews for managers and associates, contributing to improved employee performance
  • Monitored personnel hiring and terminations while maintaining data accuracy and systems access for associates
  • Used data and analytics to improve company processes for recruitment, selection and onboarding.
  • Investigated employee relations matters through interviews with involved parties to ensure a fair resolution.
  • Ensured compliance with company policies and procedures related to project management activities.
  • Recruited, interviewed and selected employees to fill vacant roles.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
  • Resolved customer complaints in a timely manner while upholding company standards.
  • Facilitated communication between different departments in order to resolve issues quickly.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
  • Facilitated communication between management and staff by conducting regular meetings to discuss concerns or suggestions.
  • Achieved desired work environment and performance by proactively advising and guiding employees on best practices and overseeing HR training.
  • Created staff teams based on employee strengths and made adjustments to promote overall productivity.
  • Ensured compliance with federal, state and local employment laws.
  • Provided HR consultation services to leadership and department heads.
  • Ensured compliance with applicable laws, regulations, policies and procedures throughout the life cycle of each project.
  • Conferred with project personnel to identify and resolve problems.
  • Facilitated resolution of conflicts between team members when necessary.

Project Manager/Tech Support

Delta Airlines/IBBS
Cartersville
01.2011 - 05.2015
  • Enhanced Technical Support Process: Successfully revamped the IT support process by identifying and addressing gaps, resulting in a 30% reduction in support ticket resolution time
  • Implemented a new helpdesk system resulting in a 60% increase in ticket resolution rate
  • Seamless Escalation Management: Developed and maintained a highly effective troubleshooting escalation process, ensuring swift resolution of complex technical issues
  • Managed a team of 25+ technical support staff and supervised daily operations

Education

Master Of Business Administration - Business Management And Project Management

Herzing University
Madison, WI, USA
04.2012

Bachelor Of Science - Business Administration

Herzing University
Atlanta, GA, USA
06.2009

Skills

  • Chrome OS
  • Contractual Service
  • Courteous
  • Customer Management
  • Customer Service
  • Federal Law
  • Interviewing Process
  • Macintosh Operating Systems
  • Maintain Customer Service
  • Microsoft Outlook
  • Motivation
  • Operating System
  • Service Level
  • Site Instruction
  • Software Technical Support
  • Troubleshooting
  • Ubuntu
  • Voice Over Internet Protocol
  • Windows NT
  • Technical support
  • Data analysis
  • Project management
  • Customer service
  • Conflict resolution
  • Employee training
  • Team leadership
  • Escalation management
  • Time management
  • Problem solving
  • Creative thinking
  • Communication skills
  • Task prioritization
  • Multitasking capacity
  • Customer relations specialist
  • Customer relations

Affiliations

  • volunteering
  • food drives
  • free tutoring
  • deans list in MBA program

Timeline

Project Manager/Tech Support

ATT
09.2020 - 11.2024

Human Resources Manager/Senior Escalation Manager

Six Flags White Water
04.2012 - 08.2020

Project Manager/Tech Support

Delta Airlines/IBBS
01.2011 - 05.2015

Master Of Business Administration - Business Management And Project Management

Herzing University

Bachelor Of Science - Business Administration

Herzing University

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Japonica Lewis