Jayla Franswah
Macon,GA
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
6
6
years of professional experience
Work History
Internet Technical Support Representative
State Farm Mutual Automobile Insurance Company
06.2023 - Current
- Resolved technical issues related to online account management and mobile applications, ensuring seamless user access and functionality.
- Supported clients in utilizing digital insurance resources, improving accessibility and user engagement.
- Utilized ticketing systems for comprehensive issue documentation and tracking, ensuring efficient follow-up processes.
- Executed thorough troubleshooting procedures to resolve connectivity problems while maintaining effective communication with customers.
- Established and maintained client trust by exceeding expectations in technical proficiency and resolving complex issues.
- Streamlined user experience by developing support training programs and addressing troubleshooting issues while communicating system updates.
- Maintained composure and professionalism while managing a significant influx of inbound calls.
Operations Manager
Ross Dress for Less
03.2020 - 05.2023
- Oversaw cross-functional team efforts in executing operational initiatives, resulting in streamlined workflows across various departments.
- Interpreted sales data to develop and execute merchandising solutions that drive profitability in retail operations.
- Analyzed business patterns and adjusted staffing schedules to improve operational efficiency and customer service.
- Directed staff operations while enforcing compliance with organizational policies and procedures.
- Implemented strategies to strengthen communication among unit staff and organizational leaders, resulting in improved clarity and adherence to deadlines.
- Assessed key performance metrics and communicated findings to senior management to enhance operational effectiveness.
- Enhanced efficiency in project execution by allocating resources judiciously and overseeing team performance.
Education
Bachelor of Science - Human Resources Management
Georgia Southwestern State University
Americus, GA05-2027
Associate of Science - Business Administration And Management
Gwinnett Technical College
Lawrenceville, GA12-2023
Skills
- Ticket management
- Software knowledge
- System configuration
- Decision-making
- Technical issues analysis
- Issue troubleshooting
- Complaint resolution
- Problem-solving abilities
- Multitasking Abilities
Timeline
Internet Technical Support Representative
State Farm Mutual Automobile Insurance Company
06.2023 - Current
Operations Manager
Ross Dress for Less
03.2020 - 05.2023
Bachelor of Science - Human Resources Management
Georgia Southwestern State University
Associate of Science - Business Administration And Management
Gwinnett Technical College