Juakheem Rumph
El Paso,TX
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals and be a great team player.
Overview
9
9
years of professional experience
Work History
Team Leader
Teleperformance
04.2022 - Current
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Monitored timesheets, helping with time adjustments and time reductions for my team and other team lead's team.
- Conducted training and mentored team members to promote productivity, accuracy, AHT, good attendance and commitment to maintain good quality on all their KPI's.
- Cross-trained in multiple queues to ensure I am able to use my skills to help my team be successful and efficient when meeting our metrics as well as being able to provide effective coaching sessions.
- Developed effective improvement plans in alignment with goals and specifications.
Security Officer
Company Steel Wolf
05.2021 - 05.2022
- Monitored premises to ensure safety and security protocols were followed consistently.
- Conducted regular patrols, identifying potential hazards and addressing issues proactively.
- Responded swiftly to emergencies, coordinating with law enforcement and emergency services as needed.
- Implemented security measures that enhanced overall safety and reduced incidents on site.
Quality Assurance Analyst
TELEPERFOMANCE USA
05.2021 - 04.2022
- Provided effective coaching sessions to moderators in which we went over policies missed on their content moderated as well as provided feedback on how to improve.
- Reported statistics on moderation accuracy by maintaining a detailed internal documentation.
- Organized and maintained work environment to allow for maximum productivity.
- Mentored and coached team members on QA topics and strategies.
- Developed reports and materials for key stakeholders related to quality goals, progress and challenges.
Social Media Moderator
Teleperformance
05.2020 - 05.2021
- Moderated traumatic, sensitive and potentially offensive content to promote safe environment for users.
- Reviewed, classified or eliminated highly sensitive content uploaded by users to meet defined social media parameters.
- Remained up-to-date on workflow changes, operational guidelines and community standards to implement correct policies.
- Investigated and resolved complex content issues to achieve turnaround times and standards of quality.
Retention Customer Service Representative
Alorica
10.2018 - 02.2020
- Provide excellent customer care and assist with any issue customers have with their AT&T or Direct TV accounts.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Find ways to help customers maintain their services by making sure we explore all the options available for them.
- Worked closely with the supervisors by doing shadowing sessions and helped with escalated calls.
- Focused on Quality Assurance by making sure our team was meeting exceptions and exceeding our goals every week.
- Provided coaching to agents by going over calls and discussing room for improvement.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Sales Associate
Tilly's World of Jeans and Tops
05.2016 - 03.2019
- Helped customers locate products and checked store system for merchandise at other sites.
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Engaged with customers to build rapport and loyalty.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
Service Member
Chick-fil-A
07.2016 - 09.2018
- Worked as a team lead in the dining department and made sure to look over crew members and trained newly hires employees on routine tasks and customer service.
- Greeted customers promptly and took orders to keep flow of traffic moving.
- Ensure excellent customer experience by assisting customer.
- Reduced customer wait times by quickly operating customer window and sales register.
Education
Bachelor's - Criminal Justice
The University of Texas at El Paso
El Paso, TX12.2021
High school or equivalent - High School Diploma
Overhills High School
Spring Lake, NC06.2015
Skills
- Great customer care skills
- Strong Attention to detail
- Cooperative team member
- Energetic
- Organized
- Good at time managing
- Expert at multitasking
- Committed to every task
- Quality Assurance
- Great leadership skills
Timeline
Team Leader
Teleperformance
04.2022 - Current
Security Officer
Company Steel Wolf
05.2021 - 05.2022
Quality Assurance Analyst
TELEPERFOMANCE USA
05.2021 - 04.2022
Social Media Moderator
Teleperformance
05.2020 - 05.2021
Retention Customer Service Representative
Alorica
10.2018 - 02.2020
Service Member
Chick-fil-A
07.2016 - 09.2018
Sales Associate
Tilly's World of Jeans and Tops
05.2016 - 03.2019
Bachelor's - Criminal Justice
The University of Texas at El Paso
High school or equivalent - High School Diploma
Overhills High School