JEANEEN DAVIS
Taylorsville
Summary
Results-driven Project Management Professional with expertise in Process Improvement and Customer Experience. Proven track record in enhancing operational efficiency, streamlining workflows, and improving team collaboration. Strong skills in conflict resolution, strategic planning, and resource management, ensuring alignment with organizational goals.
Overview
23
23
years of professional experience
Work History
Back Office Operations Manager
Goldman Sachs
11.2019 - 11.2025
- Enhanced workflow efficiency by streamlining office operations and reducing processing time.
- Ensured compliance with regulatory standards through effective oversight of daily functions.
- Increased document retrieval efficiency by 30% through innovative management systems implementation.
- Fostered collaboration among teams while leading strategic initiatives for organizational success.
- Developed staff training programs to boost skills and encourage professional development.
- Evaluated employee performance regularly, providing constructive feedback to enhance productivity.
National Operations Business & Government Customer Experience Leader
Verizon
11.2002 - 06.2019
- Enhanced national processes, leading 19 employees and influencing organizational decisions.
- Drove national projects for new survey platform, improving customer experience and efficiency.
- Developed user stories to enhance system functionality and tested for effective implementation.
- Managed analytics and reporting to boost efficiency in Customer Experience teams.
- Forecasted staffing needs to optimize department efficiency and performance.
Business and Government Account Manager Supervisor/ Fulfillment
Verizon
04.2014 - 01.2017
- Transformed underperforming teams into top national performers, enhancing order processing efficiency.
- Enhanced workplace culture by managing HR policies and employee relations effectively.
- Achieved significant cost savings by partnering on LYSS project for operational efficiency.
Business and Government Phone Support Supervisor
Verizon
04.2013 - 04.2014
- Mentored team to provide excellent customer experience and achieved national ranking on surveys of 72% Net Promoter Score. Increased accessory sales by 10% month over month by motivating and training team on solution based selling.
Escalation Team Supervisor
Verizon
01.2010 - 04.2013
- Resolved escalations for West area call centers to improve customer experience and efficiency.
Tech Support Supervisor
Verizon
05.2007 - 01.2010
Customer Service Supervisor
Verizon
05.2004 - 05.2007
Education
Master of Business Administration - Human Resource Concentration
Strayer
Washington, DC06-2019
Bachelor of Business Administration - Human Resource Concentration
Strayer
Washington, DC01-2016
Skills
- Leadership
- Training & Development
- Employee Experience
- Customer Experience
- Employee Investigations
- Workflow optimization
- Performance
- Management
- Project Management
- Strategic Management
- G Suite & Microsoft Office
- Forecasting/ Staffing
- Operations management
- Documentation and control
- Vendor engagement
Timeline
Back Office Operations Manager
Goldman Sachs
11.2019 - 11.2025
Business and Government Account Manager Supervisor/ Fulfillment
Verizon
04.2014 - 01.2017
Business and Government Phone Support Supervisor
Verizon
04.2013 - 04.2014
Escalation Team Supervisor
Verizon
01.2010 - 04.2013
Tech Support Supervisor
Verizon
05.2007 - 01.2010
Customer Service Supervisor
Verizon
05.2004 - 05.2007
National Operations Business & Government Customer Experience Leader
Verizon
11.2002 - 06.2019
Master of Business Administration - Human Resource Concentration
Strayer
Bachelor of Business Administration - Human Resource Concentration
Strayer