Jessica Damron
Durant,OK
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
11
11
years of professional experience
Work History
Team Leader - Service Delivery
TTEC
08.2023 - 02.2024
- Provided leadership to a team of service delivery staff, ensuring customer satisfaction and quality standards were met.
- Created a positive work environment by setting clear expectations and providing resources necessary for success.
- Ensured adherence to company policies, procedures, regulations and laws while maintaining an ethical workplace culture.
- Conducted regular meetings with staff to discuss progress on projects, provide updates on changes in policy or procedure, and address any issues that need to be addressed.
- Provided guidance, coaching and mentoring to individual team members as needed to help them reach their full potential.
- Managed daily operations of the team including scheduling shifts, assigning tasks, tracking attendance and approving time off requests.
- Analyzed data from various sources such as customer surveys or market research studies to inform decisions about product development or customer service initiatives.
- Recognized individual achievements within the team through rewards or recognition programs.
- Assisted with customer requests and answered questions to improve satisfaction.
- Monitored team performance, tracked progress towards goals, identified areas of improvement and provided feedback to employees.
Team Manager
OmniCare365
09.2022 - 08.2023
- Role similar to TTEC
- Healthcare and Pharmacy
Operations Team Manager
Alorica
03.2013 - 08.2022
- Role similar to TTEC
- Team Manager- 7 years/ Agent- 2 years
- Healthcare/Pharmacy/Banking/Unemployment programs
- Certified trainer and Culture Champion
Education
High School Diploma -
Adison High School
02-2011
Skills
- Performance Coaching
Recruitment and Hiring
Administration and Reporting
Customer Relationship Management
MS Office
Computer Skills
Team Development
Maintaining Service Levels
KPI Monitoring
Quality Improvement
Schedule Management
Data Entry
Excellent Communication
Teamwork and Collaboration
Timeline
Team Leader - Service Delivery
TTEC
08.2023 - 02.2024
Team Manager
OmniCare365
09.2022 - 08.2023
Operations Team Manager
Alorica
03.2013 - 08.2022
High School Diploma -
Adison High School