Junnette Powell
Kansas City,KS
Summary
A Practical thinker with a strong work ethic, team-driven while creating customer and employee-friendly, safe, and productive work environments. Personable, Analytical, and Customer-Conscious Team Professional. A high energy and results-driven professional with over 14years customer service experience in a managerial capacity. Excellent planning and organizational skills result in the optimum functioning of the department and the consistent achievement of customer service standards. Proven interpersonal and motivational ability ensure a strong team approach and the attainment of maximum performance levels and productivity. A dedicated leader with the ability to obtain outstanding results in a challenging environment.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Quality Administrator
Challenge Manufacturing
04.2023 - Current
- Send out daily and weekly reports
- Prepare the monthly compliance schedule
- Report any compliance issues
- Keep all quality files updated
- Managed quality cage and inventory
- Run daily compliance meetings.
Regional Vice President
Primerica
05.2016 - 02.2023
- Overseeing licensed agents in servicing clients with their financial services
- Onboarding new agents and inputting Life Insurance applications for clients
- Also overseeing HR duties (ex: payroll and scheduling)
- Great customer service skills
- Responsible for meeting monthly goals
- Responsible for recruiting and training.
Data Conversion
IRS
02.2013 - 05.2016
- Overseeing highly confidential time sensitive information
- Inputting important tax documents into a secure government program
- Great observation skills on un-proficient documents, attention to minor details
- Ensuring all documents are entered in a timely manner
- Very high skilled on 10 Key
- Responsible for meeting daily quotas with a high proficiency rate
- Assist other employees with data entry for time sensitive documents.
Customer Service Specialist I
T-Mobile
02.2007 - 07.2012
- A highly skilled Customer Service Specialist with six years of experience product management
- Highly experienced in negotiation and managing vendor contracts
- Extensive knowledge of creating and conducting training programs
- Exemplary customer service skills
- Responsible for the recruitment and training of customer service representatives
- Prepared weekly sales reports for the sales team and sales management
- Responsible for providing exemplary customer service, duties included answering customer queries, problem solving and providing detailed information on products
- Plan, assign and monitor work tasks for optimum team efficiency
- Implement improvements including new CRM system
- Determine customer service requirements through surveys, focus groups and benchmarking best practices.
Quality Assurance Specialist
Consolidated Containers
07.2005 - 02.2007
- Operate in collaboration team to exceed customer expectations and provide a consistent high level of service and patient care while achieving company goals
- Proven track record of successful team participation, as well as the ability to work independently
- Maintained sound judgment and high degree of confidentiality, prioritize and coordinate multiple complex tasks with frequent interruptions
- Prior experience with computer systems, and employee training
- Ensure compliance with corporate safety standards and applicable laws and regulations issued by regulatory agencies
- Complete and maintain repair checklists and complete reports as required.
Education
Diploma -
North Kansas City High School
Kansas City, MO05.1998
Skills
- Provide Employee Training & Support
- Leadership, coaching and mentoring – Ability to motivate and train others
- Spearheading Key Projects, Initiatives & Rollouts
- Specializing in developing and maintaining a team oriented environment
- Extensive knowledge of product implementation and eye catching product placement
Certification
- CSR3 Certified Sales Training (in-house training, provided by T-Mobile)
- Technical Support Training (in-house training, provided by T-Mobile)
Technology Proficiency
- Microsoft Office
- Samson
- QuickView
- Remedy
- IHLR, Integrated Home Location Register
Timeline
Quality Administrator
Challenge Manufacturing
04.2023 - Current
Regional Vice President
Primerica
05.2016 - 02.2023
Data Conversion
IRS
02.2013 - 05.2016
Customer Service Specialist I
T-Mobile
02.2007 - 07.2012
Quality Assurance Specialist
Consolidated Containers
07.2005 - 02.2007
Diploma -
North Kansas City High School