Jezzika Hawkins
Rochester,NY
Summary
Results-driven Operations Manager and Leadership Professional with 10+ years of experience improving business performance, increasing profitability, developing teams, and optimizing daily operations. Proven ability to lead high-performing teams in fast-paced environments while maintaining compliance, operational accuracy, and outstanding customer service. Strong background in telecommunications, banking, retail management, employee coaching, and process improvement.
Authorized to work in the United States for any employer.
Overview
2027
2027
years of professional experience
Work History
Customer Service Agent
T-Mobile
Rochester, NY
2026 - Current
- Assist customers with mobile service plans, billing inquiries, device troubleshooting, and account updates.
- Deliver high-quality customer support while resolving issues efficiently.
- Educate customers on products, upgrades, promotions, and service options.
- Maintain strong customer satisfaction through problem-solving and communication.
- Support retention efforts by identifying solutions that meet customer needs.
Banker
Citizens Bank
06.2022 - 04.2023
- Assisted customers with personal and business banking needs.
- Opened and managed accounts, credit products, and business loans.
- Built strong customer relationships through financial guidance.
- Maintained compliance with banking regulations.
Coaching Supervisor
Xerox
09.2014 - 03.2017
- Assist customers with mobile service plans, billing inquiries, device troubleshooting, and account updates.
- Deliver high-quality customer support while resolving issues efficiently.
- Educate customers on products, upgrades, promotions, and service options.
- Maintain strong customer satisfaction through problem-solving and communication.
- Support retention efforts by identifying solutions that meet customer needs.
Manager
Acceptance Now
12.2021 - 05.2022
- Oversaw day-to-day retail operations and store performance.
- Hired, trained, and coached sales associates.
- Managed customer agreements and payment processes.
- Created monthly schedules and drove sales goals.
Operations Manager
Continuum
03.2017 - 05.2020
- Led daily operations and supervised teams of up to 9 employees.
- Improved workflows, customer satisfaction, and productivity.
- Conducted coaching sessions and performance reviews.
- Recruited and interviewed candidates.
Education
High School Diploma -
Rush Henrietta
Rochester, NY06.2009
Skills
Customer Service Leadership Team Management Operations Sales Support Banking Telecommunications Problem Resolution Coaching Microsoft Office Scheduling Compliance Retention Training
Timeline
Banker
Citizens Bank
06.2022 - 04.2023
Manager
Acceptance Now
12.2021 - 05.2022
Operations Manager
Continuum
03.2017 - 05.2020
Coaching Supervisor
Xerox
09.2014 - 03.2017
Customer Service Agent
T-Mobile
2026 - Current
High School Diploma -
Rush Henrietta