Summary
Overview
Work History
Education
Skills
Timeline
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Jeanna Humphrey

Amite,Louisiana

Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Customer Service position. Ready to help team achieve company goals.

Overview

13
13
years of professional experience

Work History

VP of Operations

Walkin-in Lab
03.2012 - 06.2020
  • Developed and implemented new strategies and policies in collaboration with executive partners to establish and achieve long-term business objectives, providing company with strong and sustainable organizational leadership.
  • Aligned organizational objectives with company mission to increase business growth and integrate work strategies.
  • Developed program to promote new managers from within, building and maintaining cohesive leadership structure.
  • Hired and managed 4 new department managers to drive business growth.
  • Negotiated price and service with customers and vendors to decrease expenses and increase profit.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Recruited, hired and trained team members.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Interacted well with customers to build connections and nurture relationships.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Cross-trained and provided backup support for organizational leadership.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Developed and implemented the Employee Handbook.

Customer Service Manager

Direct Labs
05.2007 - 02.2012
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Took ownership of customer issues and followed problems through to resolution.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Generated customer satisfaction surveys to analyze results into action plans.
  • Addressed potential cancellations and offered catered solutions to retain accounts.
  • Maintained associate payroll, benefit and performance information.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.

Education

No Degree - Medicial Assistant

Delta College
Covington, La
05.2000

High School Diploma -

Franklinton High School
Franklinton, LA
05.1998

Skills

  • Procedure Implementation
  • Performance Improvement
  • Policy Development
  • Scheduling
  • Administrative Support
  • Office Management
  • Staff Management
  • Operational Leadership
  • Quality Assurance
  • Call Monitoring
  • Complaint Resolution
  • Call Center Operations
  • Training and Mentoring
  • Staffing Coordination
  • Proficient in MS Office
  • Meticulous Attention to Detail
  • New Hire Training
  • Team Building and Leadership

Timeline

VP of Operations

Walkin-in Lab
03.2012 - 06.2020

Customer Service Manager

Direct Labs
05.2007 - 02.2012

No Degree - Medicial Assistant

Delta College

High School Diploma -

Franklinton High School

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Jeanna Humphrey