Jeanette Smith
Lexington,KY
Summary
Experienced senior-level professional with a proven track record in management and development. Possesses a deep understanding of industry trends and a strategic mindset, consistently driving organizational growth and success. Skilled in leading cross-functional teams, excels at fostering collaboration and maximizing individual strengths to achieve collective goals. Strong focus on cultivating talent and implementing innovative strategies, committed to delivering exceptional results and driving sustainable business growth.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Supervisor/Operations Manager
Baptist Health Hospital
07.2022 - Current
- Accomplished improvements in growth, development and time to proficiency (TTP) for front-line Environment Services (EVS) techs by developing, rolling out and leading a robust training program that was launched in December 2023
- This program resulted in improved HCAPS scores (Patient’s Perspective of Care survey) and reduced the overall turnover time of discharges to under hospital system level target goal month over month for the last 5 months
- Served as the Baptist Hospital Lexington representative on the hospital system Baptist Way to Clean Committee
- Through this activity along with the development of a robust training program (above), the Baptist Health Lexington site averaged the highest Observations/Procedures Score of 96.1% across all 10 system wide hospitals
- Identified a need to have 24/7 access to a translation tool within the Baptist Health Lexington EVS department as over 55% of out our staff (appx 104 FTE) identify as English as a 2nd language (ESL)
- This tool has been integral to improving overall staff and department performance
- I advocated for the necessary equipment which was ordered and has been significantly helpful in minimizing miscommunication and errors with our staff ESL staff and improving our overall HCAHPS (Patient’s Perspective of Care survey) scores directly related to EVS engagement.
Communications Operator
CHI St Joseph Hospital
08.2021 - 06.2022
- Responded quickly and accurately to incoming emergency signals and requests for announcing Hospital distress codes
- Identified ways to improve the efficiency and effectiveness of response time in hospital switchboard processes and staff for emergent situations, while maintaining, effective processes and procedures for, responding, engaging and paging appropriate teams necessary for emergent situations
- Performed all daily related switchboard duties, i.e
- Completing incoming calls, paging physicians and hospital personnel, and forwarding messages.
HR manager & In-home caregiver
Bluegrass Home Care Services
10.2019 - 07.2021
- Recruited, interviewed, hired, developed on-boarding process, trained personnel and managed on-going employee development
- Managed employee performance based on client feedback, employee performance observations and ensured all employees were adhering to all performance expectations as well as all company policies and procedures
- Scheduled all caregivers to cover in home caregiving shifts based on customer and employee requirements and relationship dynamics.
Value Stream Team Lead
Framebridge
03.2019 - 10.2019
- Responsible for daily team quality, production and shipping goals for an online order-based company
- Led and coached team to follow all Safety, Quality, Cost and Delivery processes to meet business targeted KPIs
- Managed Operations through On the Job Coaching, Management Training and Team Building
- Created department wide Standard Operating Procedures to ensure continuous improvement in performance and quality.
Customer Support Manager
Walmart Inc.
03.2018 - 03.2019
- Responded to and addressed feedback from employees and customers regarding policies of Walmart Inc and customers’ in-store interactions, improving overall customer service score to 82%
- Coordinated with internal departments to address and resolve customer issues, leading to a 35% reduction in complain resolution time and a 20% increase in customer retention.
Interim Director of Training & Quality
Advantage Communications Inc.
03.2017 - 10.2017
- Assessed, modified and developed new processes and training modules for New Hire On-Boarding and Employee development program and was able to reduce the sites Total Time to Proficiency (TTP) from 16 weeks to 12 weeks which included 4 weeks of instructor lead classroom training
- The resulting employee Return on Investment (ROI) in business profitability went down to 3 months post start date after which the majority of the staff were increasing bottom line profitability for each support line of business
- Created and implemented a Trainer Quality Process to improve overall trainer quality scores from an average of 62% to 85% within 3 months, resulting in a higher employee retention rate, a lowered attrition rate and a reduced employee TTP
- Worked with the client quality team to improve the effectiveness of the contact center quality process, resulting in an overall increase in site quality scores from an average of 58% to 75% after the implementation of new quality processes.
Learning & Performance Director
Cable & Wireless Communications
02.2016 - 02.2017
- Acted as Site Manager for Trinidad & Tobago contact center from 02/2016 – 6/2016
- Improved overall average of KPI efficiency metrics reducing call center staff Aux status time (unavailable or unprofitable statuses) from 20% to 10%, AHT (Average Handle Time) decreased from 22 to 15 minutes and improving Break overage from 18% down to 7%
- Executive Sponsor for Flow Style Training program to develop training for the all contact and retail centers across the entire Caribbean region
- The implementation of Flow Style Sales Training improved customer retention, reduced employee attrition, improved employee satisfaction from 70% to 80% and increased Inbound sales performance 25% within 3 months of implementation of program
- Executive Sponsor of the NextIT Virtual Assistant project which was rolled out to contact center employees and during Phase 1 of roll out (all in house call centers) resulted in an average reduction of AHT by 3 minutes and saw increased First Call Resolution by 35%.
Sr. Operations Manager
Xerox Inc.
03.2015 - 02.2016
- Project Manager for site COPC certification, responsible for driving all initiatives and actions to improve all measured COPC performance metrics in order to achieve COPC Site Certification by 2017
- Overall site efficiency and performance metrics improved by 15% resulting in improvements to overall bottom-line profit of over $500,000 annually against an annual revenue of $1.5M
- As Project Manager for COPC Certification, developed and implemented a documentation verification process which allowed the site to maintain updated policies and procedures
- This resulted in an improvement in overall Quality Scores, a reduction in Quality Failures and improvement in efficiency metrics across the board by 15%
- Assessed, Updated and Delivered Leadership Development training to all Trainers, Quality Analysts, Supervisors and Operations Managers
- This resulted in reducing negative leadership attrition by 20% within the first 120 days post promotion.
Implementation & Project Manager
Xerox Inc.
11.2013 - 02.2015
- Managed all aspects of new site launches resulting in successful site implementations of 3 new international contact centers in Turkey, Germany and the Czech Republic
- Met or exceeded all contractual client milestones and targets.
Contact Center Site Manager
Xerox Inc.
08.2012 - 11.2013
Program Manager
Xerox Inc.
05.2012 - 08.2013
Contact Center Operations Manager
Xerox Inc.
03.2010 - 05.2012
Learning & Development Specialist
Xerox Inc.
05.2008 - 02.2010
Sr. Customer Success Manager
IBM.
08.1996 - 05.2007
Education
Bachelor of Science - Computer Science And Programming
North Carolina State University
Raleigh, NC06.1997
Bachelor of Arts - Public Relations
Appalachian State University
Boone07.1993
Skills
- Training and mentoring
- Goal-Oriented
- Staff Management
- Employee Motivation
- Strategic Planning
- Staff Development
- Operations Management
- Process Monitoring and Improvement
- Project Management
- Data Analytics
- Teamwork and Collaboration
- Problem-Solving
- Excellent Communication
- Adaptability and Flexibility
- Effective Communication
- Analytical Thinking
- Relationship Building
- Idea Development and Brainstorming
- Improvement plan knowledge
- Program Evaluation
- Problem-solving aptitude
- Quantitative skills
- Continuous Improvement
Certification
- COPC Registered Coordinator 5.2 Ver 2.0 - June 2015
- COPC Registered Coordinator 5.0a Ver. 1.0 - February 2010
- Apple Inc Accredited Instructor - April 2009
- Notes/Domino R5 Certified Lotus Professional Systems Administration 1998
Timeline
Supervisor/Operations Manager
Baptist Health Hospital
07.2022 - Current
Communications Operator
CHI St Joseph Hospital
08.2021 - 06.2022
HR manager & In-home caregiver
Bluegrass Home Care Services
10.2019 - 07.2021
Value Stream Team Lead
Framebridge
03.2019 - 10.2019
Customer Support Manager
Walmart Inc.
03.2018 - 03.2019
Interim Director of Training & Quality
Advantage Communications Inc.
03.2017 - 10.2017
Learning & Performance Director
Cable & Wireless Communications
02.2016 - 02.2017
Sr. Operations Manager
Xerox Inc.
03.2015 - 02.2016
Implementation & Project Manager
Xerox Inc.
11.2013 - 02.2015
Contact Center Site Manager
Xerox Inc.
08.2012 - 11.2013
Program Manager
Xerox Inc.
05.2012 - 08.2013
Contact Center Operations Manager
Xerox Inc.
03.2010 - 05.2012
Learning & Development Specialist
Xerox Inc.
05.2008 - 02.2010
Sr. Customer Success Manager
IBM.
08.1996 - 05.2007
Bachelor of Science - Computer Science And Programming
North Carolina State University
Bachelor of Arts - Public Relations
Appalachian State University