Jennifer Howell
Grand Bay,AL
Summary
Hardworking and highly motivated professional with combined knowledge and skills to enhance business performance. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. Resourceful and results-driven approach with a passion for growth and efficiency, aiming to meet company needs and increase service value.
Overview
8
8
years of professional experience
Work History
Job Operations Associate
Industrial Valve Sales and Service
09.2023 - Current
- Maintain and prioritize to-do-list and follow up to ensure tasks are completed on-time.
- Execute daily paperwork and computer data entry as requested by job ops coordinator.
- Performs a wide-range of administrative duties.
- Assists with inbound and outbound communications, including calls and emails.
- Processed and input all client invoices through the client portal efficiently.
- Collaborated with jobs ops coordinator on routine tasks to satisfy client demands.
Corporate Trainer
Alorica
11.2020 - 09.2023
- Review calls to identify areas of improvement and provide individualized feedback to ensure there is improvement
- Analyzed effectiveness of training and workshops to develop appropriate modifications
- Analyzed data from pre-and post-training surveys to measure effectiveness of courses offered
- Provided guidance on best practices for delivering effective instruction in virtual settings
- Maintained detailed records of employee progress throughout training sessions
- Developed and implemented comprehensive training programs to increase employee productivity, efficiency and customer satisfaction
- Adapted my training style as needed for employee to learn and gain complete understanding
Contact Center Supervisor
Alorica
01.2017 - 11.2020
- Managed a team of15-30 employees daily
- Resolved escalated customer issues with patience and understanding
- Motivated team by having weekly and monthly contest
- Instructed and guided team members during weekly coaching sessions to mentor and provide ways to improve metrics and exceed client goals
- Lead daily huddles with the team to review current KPI's
- Reviewed employee attendance records regularly to ensure adherence to company policies
- Conducted regular one-on-one meetings with team members to review progress and provide constructive feedback
Contact Center Agent
Alorica
09.2016 - 01.2017
- Answered incoming calls promptly, professionally, and courteously
- Applied knowledge of company policies and procedures consistently throughout my calls
- Tracked my daily performance metrics such as average handle time, first call resolution rate to ensure I was meeting or exceeding expectations
- Demonstrated strong communication abilities while interacting with customers over the phone
Education
Skills
- Training Assessment
- New Employee Training
- Online Training
- Orientation Procedures
- Microsoft Word
- Excel
- Time Management
Awards
Top Team Manager Award, Voted #1 Manager
Timeline
Job Operations Associate
Industrial Valve Sales and Service
09.2023 - Current
Corporate Trainer
Alorica
11.2020 - 09.2023
Contact Center Supervisor
Alorica
01.2017 - 11.2020
Contact Center Agent
Alorica
09.2016 - 01.2017
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