Summary
Overview
Work History
Education
Skills
Timeline
Generic

Josephine Haynes

Las Vegas,NV

Summary

Professional skilled in Customer Services , lead generation, sales and providing excellent support to demanding customers/clients , by answering calls , chats conversations or emails . Ready to help team achieve company goals.

Overview

10
10
years of professional experience

Work History

Customer Support / Chat Agent

Ziptol
01.2021 - 09.2022
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls and chat conversations promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls and chat conversations with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Documented all customer information accurately in computer system, providing dated notes for future reference.

Property Manager/ Facilities Manager

JLL/ Thomson Reuters
01.2020 - 11.2020
  • Oversaw all aspects of equipment installation, maintenance, and repair for both internal and external services for all Sub-Tenants under contract .
  • Answering & creating Technical Support Issues ( Computers )
  • Tracked and documented operational and financial records to perform daily analysis of performance and costs.
  • Looked over invoices to make sure accuracy of use & cost
  • Evaluated facility operations and personnel for safety and health regulations compliance.
  • Aggregated and analyzed data related to administrative costs to prepare monthly budgets.
  • Conducted daily inspections of facility grounds, external structure, systems, and equipment for 4 floors in the building
  • Managed supervisor itinerary and appointments and streamlined scheduling procedures for my Regional Manager.
  • Looked over contracts for all new Sub-Tenants responsible for five large Companies Facilities space ( Berry Apple Man LLP. , Turner & Townsend , Refinitiv, Clarivate & Thomson Reuters )
  • Compared vendor prices and negotiated for optimal savings including invoices ( Office Manager Role as well all Office orders included )
  • Approved / looked over COI ( Certificate of Insurance )
  • Created / Sent out notifications to Sub-Tenants
  • Work close hand with top Executives for smooth operations
  • Approved work orders cost for Sub- Tenants
  • Approve Cost and Managed New Vendors for location

Operations Manager/Customer Support Manager/Direct Support Professional Supervisor

Bannerman
05.2015 - 11.2018
  • Worked from home answer phone calls and emails
  • Created ideas for the growth of Customer base
  • Developed new process for contractors evaluation which resulted in marked performance improvements
  • Created ideas/new features to build an app for Guards to use on the Platform
  • Worked directly with Guards, Clients, Sales, and Management to achieve higher revenue for the Company
  • Supported Chief Operating Officer with daily operational functions
  • Analyzed departmental documents for appropriate distribution and filing
  • Responsible for hiring Guards in San Francisco, New York, Los Angeles area
  • Responsible for scheduling Security Officers for all Clients even last minute call offs or bookings saving contracts with Clients
  • Responsible to walk through the process of onboarding and Checkr
  • Assisted Chief Operations to send Tax information to Contractors making sure all documents were complete
  • Supervised a team of 500 + Guards and Support Team located in the Philippines
  • Patrol and Monitored crowded public areas and events to mitigate risk and promote safety.
  • Scanned incoming and outgoing personnel and packages using hand-held wands and x-ray machinery to protect buildings, assets, and individuals.
  • Responded quickly to incidents and assessed active situations for security concerns.

Front Desk Supervisor Coordinator Temp. Cover

Residentials Inc. , Docker Okta And Tech. Com.
07.2016 - 08.2018
  • Developed team communications and information to set up for Company Events and meetings
  • Worked hands-on to accommodate Employees of all departments needs
  • Place orders for Office Supplies, Lunches and Event setups
  • Check-in Guest and print name tag
  • Slack Employees to inform them their guest has arrived
  • Monitored cameras
  • Answered phones, emails and slack of any request
  • Sorted and placed mail and packages into mailboxes and post office boxes with high levels of accuracy.
  • Planned coverage needs and organized services to support incoming special events.
  • Created lasting relationships with guests that built loyalty and drove residential revenue.
  • Performed concierge services for guests as needed.

Base Operator / Supervisor

Universal Protection Services
02.2013 - 09.2015
  • Supervised a team of 6 Guards on shift
  • Reduced overtime by strategically viewing schedules and working with Employees to combine the best fit for them as well as the Company
  • Trained, coached and monitored staff to ensure a smooth work environment for new/ potential contracts
  • Hired and trained 15 + of staff
  • Handling Incident reports from Security to Oakland the Police Department
  • Responded quickly to incidents and assessed active situations for security concerns.
  • Scanned incoming and outgoing personnel and packages using hand-held wands and x-ray machinery to protect buildings, assets, and individuals.
  • Analyzed and produced course-of-action reports and escalated issues to management when necessary.

Education

Commision Notary Public State Of Nevada -

Secretary Of State Nevada Notary
08.2023

Bachelor of Arts -

San Francisco State University
San Francisco, CA
05.2013

Skills

  • Communication
  • Multitasking
  • Prioritizing
  • Customer/Client Relations
  • Operations oversight
  • Time Management Skills
  • Initiative and problem-solving abilities
  • Slack /MS Office /Zendesk/Answering Creating Tickets/ Ring Central other CRM Platforms
  • Goal-oriented
  • Leadership and supervision
  • Facilities/ Property daily inspections

Timeline

Customer Support / Chat Agent

Ziptol
01.2021 - 09.2022

Property Manager/ Facilities Manager

JLL/ Thomson Reuters
01.2020 - 11.2020

Front Desk Supervisor Coordinator Temp. Cover

Residentials Inc. , Docker Okta And Tech. Com.
07.2016 - 08.2018

Operations Manager/Customer Support Manager/Direct Support Professional Supervisor

Bannerman
05.2015 - 11.2018

Base Operator / Supervisor

Universal Protection Services
02.2013 - 09.2015

Commision Notary Public State Of Nevada -

Secretary Of State Nevada Notary

Bachelor of Arts -

San Francisco State University

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Josephine Haynes