JODY HALE
Westminster,CO
Summary
I am a dependable and proactive Carpe Facto Team Manager, bringing experience and a willingness to take on added responsibility. During my time here at Apple, I have enjoyed being an enthusiastic team player with a strong work ethic and problem-solving skills. I am dedicated to finding process improvements that keep Apple as a leader in the industry and enjoy helping people in their development. I have proven to be an effective leader here in Carpe Facto and I am excited for this opportunity to grow my Apple career and learn another side of the business.
Overview
17
17
years of professional experience
Work History
Carpe Facto Team Manager
Apple
04.2021 - Current
- Coordinated team collaboration to share ideas and build best practices on solutions for overdue commitments
- Everyday Hero FY23 Q3 P07W4
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Designed ranking process for ACEA for last 2 years for CF
- Led employee development through effective communication, coaching, and training.
- Delivered regular team meetings for aligned work towards common goals.
- Was a leader on time and attendance in CF and helped peers adhere to Apple policies
- Was selected for Issue Keeping Manager Rotation that went permanent.
- Positivity influenced new IK structure between SWE and CF
TMPro
Apple
09.2019 - 04.2021
- Joined TMPro to help other Team Mangers unplug during time off by providing practical expertise and influential leadership.
- Prioritized and organized tasks to efficiently accomplish performance management and goal for effective time and attendance goals.
- Recognized by management for providing exceptional customer service.
- Performed team evaluations, Kronos audits and performance management for up to 3 teams at a time.
- Defined strategies and created plans to achieve ambitious operational objectives.
- Improved operations by working with team members to find workable solutions.
- Resolved interpersonal conflicts by listening, finding common ground and building relationships.
- Juggled multiple projects and tasks to ensure high quality and timely delivery.
At Home Team Manager
Apple Inc
11.2014 - 09.2019
- Was selected in May of 2018, to manage a full time Tier 2 team.
- With Managing a T2 Team I was able to gain an understanding on how this side of the business worked.
- New skills attained from managing T2. Including but not limited to CS codes, CRU's, RTA, Pay Codes, MLOA, iLOA, Commitments, and REP's.
- I have been the Manager of over 5 ACEA Award winners and many top 5% performing advisors in their role.
- I was chosen for an Area Manager rotation in June of 2017.
- I took full advantage of the opportunity by partnering with other Area Managers and Senior Area Managers to gain a full understanding of the role as well as visibility of the business.
- Successfully completed a GPS walk-a-mile rotation to gain a better understanding of coaching standards that was delivered to Area Managers and Team Manager.
- Collaborated and partnered with leadership on several category 2 projects for improvement on procedures to increase employee productivity, employee satisfaction and reduce attrition.
- Peak Performance, Apple Work Experience for College Credit, We Hear You Response Team and Same Page Meeting Host.
- A leader amongst peers to effectively manage LOA advisors for College.
- Top performing Team Manager in the College Org.
- I was recognized for Best of the Best, Honor Roll, and 100% CSAT Club.
- Developed and managed an Advisor who was promoted to the Apple Store Leadership Program for retail.
- I organize and host the College Same Page bi-weekly meeting for College.
- I work with various departments and individuals to ensure consistent communication of process change as well as cohesive understanding of project goals and expectations.
- Ensure daily that team met productivity and quality goals.
- Provided behavioral one on one holistic coaching to advisors to ensure maximum success to exceed the Apple standards of the role.
Operations Supervisor
TeleTech
12.2006 - 11.2014
- I Managed normally 25-30 agents but up to 75 during peak seasons.
- I was responsible for daily reports that included call trends, call driver and technical issues.
- I also did payroll, training, consistently monitored chats to provide answers and feedback to agents.
- Quality evaluations were done to keep a high level of performance.
- Monitoring of each agent statistics to make sure we hit project goals.
- Part of the original team that helped start TeleTech@home.
- I was asked to help assist launching 4 new lines of business for Teletech.
- I was given the responsibility to meet with clients and review weekly business, and monthly business reviews.
- Was the key contact for communication between TeleTech and the client for opportunities and new standards relating to the agents.
- Participated in many client demos at the corporate offices in Englewood Colorado.
- Assisted in training over 20 new Team Leads.
- I have a great understanding of the different departments that make the @home wheel turn and was the go-to supervisor for department directors for the @home space.
Education
High School Diploma - undefined
Grand Mesa High School
1996
Skills
- Building effective teams
- Employee engagement
- Motivating/Developing others
- Results-oriented
- Excellent time management skills
- Effective/Creative problem solver during product launches
- Process improvement
- Team player
- Effective workflow management
- Top-rated performance
- Adherence to high customer service standards
- Quality attribute management
- Critical thinking
- Holistic Coaching
- Interpersonal communication
- Attendance and Payroll
- Peak Performance management
- Process implementation for Pilots
- Data analysis
Timeline
Carpe Facto Team Manager
Apple
04.2021 - Current
TMPro
Apple
09.2019 - 04.2021
At Home Team Manager
Apple Inc
11.2014 - 09.2019
Operations Supervisor
TeleTech
12.2006 - 11.2014
High School Diploma - undefined
Grand Mesa High School