Jenielle Terry
Allentown,PA
Summary
Professional operations leader with proven ability to drive efficiency and streamline processes in dynamic environments. Strong focus on team collaboration and achieving results, adapting seamlessly to changing needs. Expert in logistics management, process improvement, and workforce optimization. Known for reliability and effective communication skills.
Overview
4
4
years of professional experience
Work History
Senior Operation Supervisor
Sequential Technology AT&T First Net
06.2024 - Current
- Mentored junior staff members on best practices in operations management, contributing to their professional growth within the organization.
- Led a team of 15+ employees, fostering a collaborative work environment to achieve departmental goals and meet deadlines.
- Recognizing areas for enhancement, and acquiring strategies to strengthen areas for improvement
- Reduced employee turnover by establishing a comprehensive training program that improved staff skillsets and job satisfaction.
- Managed daily operations, ensuring quality control measures were in place to maintain high standards of customer service and product delivery.
- Championed process automation efforts within the department, increasing efficiency while reducing manual labor requirements.
- Conducted regular team meetings to maintain open communication channels and address any concerns or challenges promptly.
- Analyzed data trends to forecast future needs accurately and make informed decisions regarding resource allocation.
Customer Service Bilingual Supervisor
Sequential Technology AT&T First Net
06.2024 - Current
- Voice of the customer reporting BOD and EOD daily reporting, transfer rate, 7day repeat reporting, correct phone usage reporting
- Client mapping and calibrations
- Balanced multiple priorities simultaneously while overseeing various tasks critical to successful project completion.
- Monitored progress of daily operations, used bilingual skills for full clarity, reassigned employees and made operational changes for peak production.
- Department incentive planning and communal moral building
- Issued progressive bilingual disciplinary action to develop team members and maximize productivity.
- Enhanced team productivity by implementing effective communication strategies and providing timely feedback to employees.
- Managed a diverse team of bilingual employees, ensuring clear communication and understanding across language barriers.
- Completing bilingual certification to confirm agent is qualified for the team
- Conducted and verified proper bilingual work procedures and compliance.
- Coordinated scheduling for optimal staffing levels, reducing overtime costs while maintaining high-quality service standards.
- Boosted customer satisfaction by addressing concerns promptly and providing exceptional service.
- Collaborated with cross-functional teams to achieve project goals on time and within budget constraints.
- Streamlined workflow processes for increased efficiency and improved project outcomes.
Senior Support Supervisor
Sequential Technology AT&T First Net
04.2023 - Current
- Analyzed performance metrics to identify areas for improvement and implement targeted strategies.
- Increased first-call resolution rates by developing troubleshooting guides tailored specifically towards common technical issues faced by users.
- Ensured seamless transitions between shifts by implementing a standardized handover procedure, reducing miscommunications and knowledge gaps.
- Optimized staffing schedules to ensure adequate coverage during peak periods without sacrificing employee work-life balance.
- Facilitated regular meetings to discuss ongoing challenges, share successes, and foster teamwork among staff members.
- Coached employees through day-to-day work and complex problems.
- Created, prepared, and delivered reports to various departments.
- Developed and implemented procedures for responding to customer inquiries and resolving technical issues.
- Established clear performance expectations for the support team, resulting in improved accountability and measurable results.
- Reviewed customer feedback regularly, identifying trends in common issues and recommending product enhancements accordingly.
- Mentored junior team members, providing guidance on best practices and professional development opportunities.
- Streamlined support processes for increased efficiency and improved response times.
- Created a supportive environment where employees felt empowered to make decisions independently while still receiving guidance when needed.
- Spearheaded cross-functional initiatives aimed at improving overall product quality, leading to reduced support requests from customers.
Customer Service Supervisor
Sequential Technology AT&T First Net
04.2023 - Current
- Client mapping and calibrations
- Reduced employee turnover by cultivating a supportive culture focused on professional growth opportunities and recognition of achievements.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Department incentive planning and communal moral building
- Agent call listening coaching, team huddles, KPI feedback creating performance improvement plans and, plan of action for growth and achievements
- Providing agent updating training for client and company alignment
- Agent engagement reporting aux code threshold reporting attendance improvement reporting, disciplinary coaching and documentation
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
Escalation Help Desk Trainer
Sequential Technology AT&T First Net EHD/CREW
01.2022 - 06.2023
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Analyzed training data to identify trends and areas for improvement, leading to more targeted training efforts.
- Trained and mentored 15 escalations personnel hired to fulfill the role.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
- Developed customized training materials for various industries, ensuring relevance to the target audience.
- Facilitated workshops on advanced communication skills, significantly improving team collaboration.
Escalation Help Desk Supervisor
Sequential Technology AT&T First Net CREW/EHD
11.2021 - 06.2024
- Overseeing customer urgent case creations, supervisor, commitment, and voice of the customer call backs
- Used ticketing systems to manage and process support actions and requests.
- Recruited, trained and supported help desk representatives.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Documented support interactions for future reference.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Scheduled staff and delivered training materials and information.
- Monitored problem management database and followed up with assigned personnel.
- Reviewed employee performance and surveyed customers to determine areas for improvement.
- Established strong relationships with vendors to ensure seamless integration of new hardware and software tools.
- Reviewed daily reports to identify trends in user-reported issues, proactively addressing potential problems before they escalated further.
- Mentored junior team members in developing their technical expertise and customer service skills.
- Developed performance metrics for evaluating help desk team members'' success and areas for improvement.
Technical Support Supervisor
Sequential Technology AT&T First Net Technical Support
08.2021 - 01.2023
- Client mapping and calibrations
- Department incentive planning and communal moral building
- Agent call listening coaching, team huddles, KPI feedback creating performance improvement plans and, plan of action for growth and achievements
- Providing agent updating training for client and company alignment
- Agent engagement reporting aux code threshold reporting attendance improvement reporting, disciplinary coaching and documentation
- Collaborated with other departments for seamless integration of new products and services into existing support infrastructure.
- Implemented performance metrics to monitor team productivity, identifying areas of improvement and implementing necessary changes.
- Established communication protocols within the team to promote collaboration and information sharing among colleagues.
- Enhanced customer satisfaction by resolving complex technical issues promptly and efficiently.
- Monitored team performance and facilitated the necessary training programs to help maintain a high level of competence among support staff.
- Optimized workflow processes, leading to a more efficient use of resources and reduced wait times for customers.
- Led regular meetings with the team to discuss updates in technology trends, ensuring all members stayed current with industry developments.
- Analyzed technical support data to identify trends and common issues, proactively addressing concerns before they escalated further.
- Ensured customer data was protected by following strict security protocols and promoting compliance within the team.
- Reduced employee turnover by fostering a positive work environment focused on teamwork, open communication, and ongoing skill development.
- Mentored junior team members, providing guidance and support for their professional growth.
- Devised strategies that allowed an increase in first-call resolution rates by empowering representatives with additional problem-solving tools.
- Managed high levels of call flow and responded to technical support needs.
Education
Marketing Major
State University of New York of Agriculture and Technology at Cobleskill
Cobleskill, NY01.2005
Leading Teams: Building Effective Team Cultures
University of Illinois at Urbana-Champaign
01.2024
Modern Supervisor Skills
Institute of Certified Professional Managers
01.2022
Skills
- Staff training and development
- Management
- Incident reporting
- Scheduling coordination
- Performance monitoring
- Data analysis
- Employee development
- KPI tracking
- Root-cause analysis
- Productivity management
- Teamwork and collaboration
- Customer service
- Time management
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Organizational skills
- Active listening
- Verbal and written communication
Languages
Spanish
Limited Working
Timeline
Senior Operation Supervisor
Sequential Technology AT&T First Net
06.2024 - Current
Customer Service Bilingual Supervisor
Sequential Technology AT&T First Net
06.2024 - Current
Senior Support Supervisor
Sequential Technology AT&T First Net
04.2023 - Current
Customer Service Supervisor
Sequential Technology AT&T First Net
04.2023 - Current
Escalation Help Desk Trainer
Sequential Technology AT&T First Net EHD/CREW
01.2022 - 06.2023
Escalation Help Desk Supervisor
Sequential Technology AT&T First Net CREW/EHD
11.2021 - 06.2024
Technical Support Supervisor
Sequential Technology AT&T First Net Technical Support
08.2021 - 01.2023
Leading Teams: Building Effective Team Cultures
University of Illinois at Urbana-Champaign
Modern Supervisor Skills
Institute of Certified Professional Managers
Marketing Major
State University of New York of Agriculture and Technology at Cobleskill
Similar Profiles
RAJIV RATTANRAJIV RATTAN
Senior Project Manager, Global PMO at Sequential Technology InternationalSenior Project Manager, Global PMO at Sequential Technology International
RATNESH SINGHRATNESH SINGH
Senior Associate at Sequential Technology International Pvt. Ltd.Senior Associate at Sequential Technology International Pvt. Ltd.
Alana MoralesAlana Morales
Apple Inbound Representative at Sequential Technology InternationalApple Inbound Representative at Sequential Technology International
KAYLA SUMMAKAYLA SUMMA
Quality Assurance Analyst at BusPatrol AmericaQuality Assurance Analyst at BusPatrol America
Emmanuel KrangarEmmanuel Krangar
HVAC Technician at SkillcatHVAC Technician at Skillcat