Self-motivated and personable team manager that prioritizes team development while delivering exceptional outcomes of multiple products and services designed to enhance quality and performance in the workforce of our department and team. Strategic role in addressing gaps and creating meaningful engagement alliances. Experienced team supervisor and mentor well-versed in reviewing calls and employee performance to devise and implement customized improvement strategies. Gifted in building rapport with clients and trust in team members to promote successful handling of business needs issues.
Hi, I’m
Jennifer Thomas
Trinity ,AL
Summary
Overview
12
years of professional experience
Work History
Carenet HealthSan Antonio, TX
Manager of Operations
11.2022 - Current
Job overview
- Delegated work to staff, setting priorities and goals.
- Established strong partnerships with internal departments such as client services. Also, establishing strong partnerships with clients.
- Monitored daily operations, including call volume, staffing needs on 3 products that break down to 7 different campaigns, and other key metrics.
- Met and communicated with clients to monitor files and deadlines.
- Monitored performance by reviewing relevant reporting data and producing statistical reports.
- Established new and maintained existing client relationships by cultivating open and positive dialogue, delivering high-quality service.
- Conducted regular meetings with clients to discuss their current requirements.
- Mentored junior staff in the organization's business processes, customer service standards, and quality assurance protocols.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Analyzed business performance data and forecasted business results for upper management.
- Selected, developed and evaluated employees to achieve business objectives.
- Inspected completed work to drive quality, timeliness and company standards.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
CareNet Health Care ServicesSan Antonio, TX
Engagement Specialist
09.2021 - Current
Job overview
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Recommended products to customers, thoroughly explaining details.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Engaged in learning and development opportunities to promote continued performance improvement.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Consistently maintained customer service satisfaction ratings through quality control.
- Surpassed goals through implementation and coaching of effective strategies.
Greenway AutomotiveDecatur, AL
Internet Sales Manager
07.2019 - 07.2020
Job overview
- Responded to internet inquiries and phone calls in timely matter.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Provided superior and individualized customer service.
- Exceeded targets by building, directing and motivating high-performing sales team.
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Updated company website with deals and product packages.
- Organized promotional events and interacted with community to increase sales volume.
Ability Plus Inc.Madison, AL
Caregiver, Special Needs /Shift Leader
08.2015 - 07.2019
Job overview
- Trained new employees and delegated daily tasks and responsibilities.
- Enforced company policies and regulations with employees.
- Prepared shift summary reports for supervisor and communicated regularly on goals and progress.
- Shopped for groceries regularly in order to keep house stocked with necessities.
- Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
- Identified team weak points and implemented corrective actions to resolve concerns.
- Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Conferred with supervisor to discuss patient condition and medical care.
- Monitored client vital signs, administered medications and tracked behaviors to keep healthcare supervisor well-informed.
Olive Garden RestaurantDecatur, AL
Kitchen Prep Cook
02.2012 - 08.2015
Job overview
- Washed, peeled and cut fruits and vegetables in advance to save time on food preparation.
- Maintained clean, hygienic kitchen workspace by sweeping, mopping and taking out trash.
- Preserved freshness of food by storing food in designated containers and storage areas within freezer or refrigerator.
- Set up and prepared cooking supplies and workstations during opening and closing to maximize productivity.
- Trained and assisted new kitchen staff members.
- Identified inefficiencies leading to improved productivity.
- Cooked 50-100 take-out orders per shift and securely packaged and labeled each order
Arise Virtual Solutions Inc.Trinity, AL
Customer Service Representative
01.2012 - 11.2014
Job overview
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Education
Wallace State Community College - HancevilleHanceville, AL
No Degree from Nursing Science
06.2019
University Overview
Skills
- Time Management
- Detail-Oriented
- Problem Solving
- Verbal and Written Communication
- Relationship Building
- Behavior Identification
- Employee Coaching and Motivation
- Multitasking Abilities
- Active Listening
- Analytical and Critical Thinking
- KPI Tracking
- Employee Development
- Quality Assurance
- Interpersonal Skills
- Complaint Resolution
- Proficient in Salesforce, Excel, Microsoft, IA, and ICBM
Timeline
Manager of Operations
Carenet Health
11.2022 - Current
Engagement Specialist
CareNet Health Care Services
09.2021 - Current
Internet Sales Manager
Greenway Automotive
07.2019 - 07.2020
Caregiver, Special Needs /Shift Leader
Ability Plus Inc.
08.2015 - 07.2019
Kitchen Prep Cook
Olive Garden Restaurant
02.2012 - 08.2015
Customer Service Representative
Arise Virtual Solutions Inc.
01.2012 - 11.2014
Wallace State Community College - Hanceville
No Degree from Nursing Science