Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jonica Rosen

Nampa,ID

Summary

Forward-thinking Call Center Supervisor dedicated to training and mentoring staff to effectively resolve caller inquiries, build loyalty and enhance business revenue. Skilled at training, monitoring and managing exceptional teams handling high-volume calls. Driven and innovative with expertise in developing and implementing training protocols and resources to drive performance and caller satisfaction.

Overview

14
14
years of professional experience

Work History

Office Assistant

Dr. Dennis Page, MD
, ID
01.2024 - Current
  • Maintained an organized filing system of paper documents and electronic files.
  • Greeted visitors in a professional manner and provided assistance when necessary.
  • Managed office supply inventory by tracking orders and ensuring adequate stock levels are maintained at all times.
  • Schedule follow-up appointments and manage the doctor's schedule.

Contact Center Lead

CapEd Credit Union
Meridian, ID
04.2020 - 05.2023
  • Managed the day-to-day operations of the contact center.
  • Implemented process changes, improvements or refinements as needed based on customer feedback or internal data analysis.
  • Developed and maintained customer service standards, practices, policies and procedures.
  • Trained, coached and mentored contact center agents in the use of new technologies and processes.
  • Created training materials, scripts and other resources to help improve agent productivity levels.
  • Provided timely feedback to agents regarding their performance and development needs.
  • Ensured that all member inquiries were handled promptly and efficiently.
  • Facilitated team meetings on a weekly basis to discuss successes, challenges, problems.

Contact Center Training Specialist

CapEd Credit Union
Meridian, ID
02.2020 - 04.2020
  • Managed multiple projects simultaneously while adhering to tight deadlines.
  • Implemented performance management systems to track employee progress against established goals.
  • Facilitated classroom instruction for groups up to 10 students.
  • Identified areas for improvement within existing training programs and provided recommendations for change.
  • Assisted in creating an effective onboarding program for new employees.

Mortgage Loan Processing Assistant

CapEd
Meridian, ID
05.2019 - 02.2020
  • Assisted in the preparation of reports, presentations and correspondence.
  • Answered incoming calls and directed them to appropriate personnel or departments.
  • Greeted visitors, clients and guests in a professional manner.
  • Developed positive relationships with internal customers through effective communication techniques.
  • Answered incoming calls, responded to emails, faxes and other inquiries from customers and vendors.
  • Ordered necessary inspections and arranged calendars for mortgage officers.

Contact Center Agent

CapEd Credit Union
Meridian, ID
11.2018 - 04.2019
  • Collaborated with other departments within the organization in order to provide comprehensive support for customers.
  • Ensured compliance with all applicable laws, regulations, policies, and procedures related to contact center operations.
  • Processed member transactions and assisted members with any banking needs.
  • Assisted members with any debit and credit card issues.
  • Assisted members with all online banking needs.
  • Adhered to quality assurance standards when handling calls.
  • Provided accurate, valid and complete information by using the right methods and tools.

Teller

CapEd Credit Union
Meridian, ID
12.2016 - 06.2017
  • Answered customer inquiries regarding credit union products and services.
  • Followed up on requests from members in a timely manner.
  • Maintained confidentiality of all members records and information according to company policies.
  • Cross-sold additional credit union products when applicable to meet members needs.
  • Received and processed member transactions, including deposits, withdrawals, loan payments and other banking services.
  • Balanced cash drawers on a daily basis.
  • Handled large volumes of currency quickly and accurately with minimal errors.
  • Explained the features of various credit union products available to customers.
  • Researched discrepancies between actual cash amounts and records of transactions for accuracy.

Sales Associate

Maurices
05.2015 - 12.2016
  • Processed returns, exchanges, and refunds in accordance with company policies.
  • Processed credit card transactions quickly and securely.
  • Greeted customers and provided exceptional customer service.
  • Utilized Point Of Sale system to accurately record all transactions.

Receptionist

Phone Works
, ID
03.2012 - 09.2013
  • Answered incoming customer calls.
  • Collected payments and processed account payments.
  • Scheduled service calls

Manager

Target Mobile
, ID
01.2011 - 03.2012
  • Managed employees in mobile phone sales.
  • Managed schedules for employees in two store locations.
  • Prepared and delivered sales reports to corporate.

Education

High School Diploma -

Douglas High School
Gardnerville, NV
06-2008

Skills

  • Coaching and Mentoring
  • Workforce Management
  • Quality control optimization
  • Information tracking
  • Reporting skills
  • Scheduling proficiency
  • Employee Motivation
  • Quality Assurance
  • Technical Support
  • Call Monitoring
  • Training Management
  • Direct Sales
  • Customer Service

Timeline

Office Assistant

Dr. Dennis Page, MD
01.2024 - Current

Contact Center Lead

CapEd Credit Union
04.2020 - 05.2023

Contact Center Training Specialist

CapEd Credit Union
02.2020 - 04.2020

Mortgage Loan Processing Assistant

CapEd
05.2019 - 02.2020

Contact Center Agent

CapEd Credit Union
11.2018 - 04.2019

Teller

CapEd Credit Union
12.2016 - 06.2017

Sales Associate

Maurices
05.2015 - 12.2016

Receptionist

Phone Works
03.2012 - 09.2013

Manager

Target Mobile
01.2011 - 03.2012

High School Diploma -

Douglas High School

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Jonica Rosen