Jeremy Randolph
Memphis,TN
Summary
Results-oriented Leader in Customer Service, Hospitality, and Operations Management with a proven record of managing diverse teams and driving process improvements. Focused on achieving high performance and service standards while fostering a sustainable culture in service delivery.
Overview
15
15
years of professional experience
Work History
Environmental Services Supervisor
Cook Children's Medical Center
Prosper, Texas
03.2026 - 04.2026
- Responsible for the daily supervision of EVS employees, cleaning for patient care areas and common spaces
- Responsible for coordinating inventory management for cleaning supplies and equipment
- Responsible for training staff on safety protocols and proper use of cleaning equipment
- Responsible for conducting regular inspections to ensure compliance with cleanliness standards
- Responsible for implementing waste management procedures to promote environmental sustainability
- Responsible for developing and maintaining employees' schedules for cleaning staff to optimize workflow efficiency
- Collaborated with healthcare teams to address specific sanitation needs promptly
Sr. Call Center Escalations Supervisor
Peloton Interactive Inc.
Plano, US
06.2024 - 03.2026
- Led 12-16 reps, ensuring 95% schedule adherence, 5% after-call work, 6-7 min handle time
- Created reports on escalations, trends, root causes, improving resolution times
- Resolved escalations promptly, maintaining high customer service standards
- Implemented efficient case management practices for high-volume escalations
- Identified inquiry trends to enhance processes and product offerings
3rd Shift - Front Desk Night Auditor
LIVE! By Loew's Hotel
Arlington, TX
01.2025 - 08.2025
- Executed end-of-day tasks to prepare hotel for next day's operations
- Generated daily occupancy and revenue reports for management assessment
- Processed financial transactions with accuracy and efficiency
- Managed guest check-ins and check-outs during night shifts
- Addressed guest inquiries and complaints with professionalism
Call Center Manager
Glidewell Dental Laboratories
Memphis, US
05.2023 - 08.2023
- Oversaw daily operations of call center team at Glidewell Dental Laboratories
- Analyzed call metrics and case closure activities to identify trends and enhance service delivery
- Identified process improvement opportunities to optimize efficiency and reduce costs in dental casework
- Cultivated a positive work environment fostering teamwork and employee engagement
- Resolved escalated customer complaints efficiently, maintaining strong client relationships
3rd Shift - EVS Operations Manager - ***Rehire***
Saint Francis Hospital
Memphis, Tennessee
11.2018 - 05.2023
- Led Environmental Services team, implementing staff development and retention strategies to strengthen workforce stability
- Managed operations to ensure an efficient and appealing environment
- Analyzed bed management turnaround times, delivering reports that informed strategic decision-making
- Proposed process improvements to Director, resulting in enhanced departmental efficiency
- Monitored EVS Housekeeping cleaning supplies inventory levels and managed clean linen logistics for essential materials
Sr. Operations Manager - Parking Services
AmeriPark, LLC.
Memphis, US
11.2017 - 09.2018
- Directed parking services for major trauma hospital, enhancing operational effectiveness and strengthening customer trust
- Lead a team of 1 Supervisor, 2 Leads, and 15-20 non - exempt associates, achieving high customer satisfaction scores
- Implemented targeted solutions to address customer needs, increasing loyalty across hospital campus
- Earned recognition for diversity and inclusion initiatives, creating one of the company’s most diverse teams
Call Center Manager
ALSAC/St. Jude Children's Research Hospital
Memphis, US
05.2016 - 09.2017
- Managed daily operations of 250-employee contact center, ensuring high quality and efficiency
- Analyzed performance metrics to achieve exceptional call resolution rates and customer satisfaction
- Coached team members to enhance consumer experience, resulting in improved satisfaction ratings
- Implemented strategies that significantly reduced wait times and increased operational efficiency
- Directed offsite call center supervisors to uphold consistent performance standards
3rd Shift Sr. E-Commerce Import Agent
FedEx Trade Networks
Memphis, US
09.2014 - 05.2016
- Ensured precise US customs filings to support seamless third-shift operations
- Facilitated shipment transfers with accurate documentation, minimizing errors
- Collaborated with logistics teams to effectively resolve import/export issues
- Selected optimal shipping methods while preparing essential documents
- Inspected and verified received goods, promptly addressing discrepancies
2nd Shift - EVS Operations Manager
Saint Francis Hospital
Memphis, US
10.2011 - 06.2015
- Led team in Environmental Services, focusing on staff development and retention strategies
- Managed operations to maintain cleanliness and aesthetics of environment
- Analyzed bed management turnaround times, preparing reports for informed decision-making
- Proposed process improvements to Director, streamlining departmental workflows
- Monitored inventory levels of cleaning supplies and coordinated logistics for clean linen distribution
Education
High School Diploma -
Watkins Overton High School of the Performing Arts
Memphis, TN06-1993
Some College - Mass Communications/Journalism
Lemoyne-Owen College
Memphis, TNSkills
- Call Center
- Environmental Services Leadership
- Facility Operations
- Cleaning Standards
- Waste Management
- Facility Management Software
- EPIC
- HIPPA/OSHA
- Customer support tools
- Metrics/KPIs/Dashboard
- Office software
- Team management
- Performance Management
- Staff Development
- Conflict resolution
- Customer Service Leadership
- Customer escalation management
- Process improvement
Timeline
Environmental Services Supervisor
Cook Children's Medical Center
03.2026 - 04.2026
3rd Shift - Front Desk Night Auditor
LIVE! By Loew's Hotel
01.2025 - 08.2025
Sr. Call Center Escalations Supervisor
Peloton Interactive Inc.
06.2024 - 03.2026
Call Center Manager
Glidewell Dental Laboratories
05.2023 - 08.2023
3rd Shift - EVS Operations Manager - ***Rehire***
Saint Francis Hospital
11.2018 - 05.2023
Sr. Operations Manager - Parking Services
AmeriPark, LLC.
11.2017 - 09.2018
Call Center Manager
ALSAC/St. Jude Children's Research Hospital
05.2016 - 09.2017
3rd Shift Sr. E-Commerce Import Agent
FedEx Trade Networks
09.2014 - 05.2016
2nd Shift - EVS Operations Manager
Saint Francis Hospital
10.2011 - 06.2015
High School Diploma -
Watkins Overton High School of the Performing Arts
Some College - Mass Communications/Journalism
Lemoyne-Owen College