Summary
Overview
Work History
Education
Skills
Timeline
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Jauvette Patterson

Summary

Dedicated manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Passionate about creating environments of innovative ideas, strategic solutions, and people development.

Overview

10
10
years of professional experience

Work History

Authorizations Manager

American HOME SHIELD
12.2021 - Current
  • Coaches and develops associates and supervisors to foster an environment of continuous growth and a bench of solid individual contributors, equipped leaders, and strong teams
  • Ensures continuous review and analysis of processes and procedures to identify and implement operational improvements to enhance efficiency and customer satisfaction
  • Directs all function-related activities keeping operational scope and future state at the core
  • Monitors and analyzes business performance to identify areas of improvement and make necessary recommendations for efficiency gains and/or new operational standards
  • Evaluates employee performance and convey constructive feedback to improve skills and career progression
  • Incorporates flexible associate engagement methods and practices, to reduce attrition, increase belonging and drive productivity gains
  • Responsible for driving and exceeding in the achievement of assigned goals, metrics, and key performance indicators
  • Proactively cross-trains select associates to serve as a built-in contingency to support the needs of the business during times of unexpected call volume or change
  • Facilitates the implementation of audit processes to recognize areas of development for all associates, in order to design and execute effective solutions.

Authorizations SUPERVISOR

American Home Shield
10.2016 - 12.2021
  • Recruited, interviewed, and hired yearly to assist in maintaining an adequate workforce and ensure all hiring needs are met according to budget, job fit, and volume projections
  • Responsible for all aspects of people management; performance reviews, corrective actions, and administration of terminations (including participating in unemployment hearings)
  • Assessed and directly impacted contractor/claim payouts per month while monitoring cost per call and cost variance
  • Interpreted contracts, policies, and procedures for associates, warranty customers, mortgage companies, and real estate agents
  • Analyzed performance metrics to determine associate merit increases
  • Completed statistical tracking for purposes of monitoring performance and addressing productivity concerns

Dispatch Supervisor

American Home Shield
10.2013 - 10.2016
  • Interviewed, hired, and trained all dispatch personnel
  • Monitored Dispatch queue and adjusted call priorities regularly
  • Managed direct report dispatchers; provided mentoring, call auditing, performance reviews, and employee evaluations
  • Maintained weekly productivity reports
  • Analyzed performance metrics to determine associate merit increases at the end of the year
  • Served as liaison for Contractor relations and dispatch.

Education

BA - Business Administration, Human resources

Strayer University

Green Belt Six Sigma Certification -

Creative Solutions- DMAIC Way
02.2023

Skills

  • Managing Career Progression
  • Productivity Performance
  • Cross-Functional Team Management
  • Coaching and Mentoring
  • Managing Operations and Efficiency
  • Customer Relationship Management

Timeline

Authorizations Manager

American HOME SHIELD
12.2021 - Current

Authorizations SUPERVISOR

American Home Shield
10.2016 - 12.2021

Dispatch Supervisor

American Home Shield
10.2013 - 10.2016

BA - Business Administration, Human resources

Strayer University

Green Belt Six Sigma Certification -

Creative Solutions- DMAIC Way

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Jauvette Patterson