Lenora Joyner
Nashville ,TN
Summary
Dynamic leader with a proven track record at Publix, enhancing customer satisfaction and team productivity through effective issue resolution and service delivery optimization. Skilled in leading team meetings and employing decision-making abilities to streamline processes. Achieved significant improvements in efficiency and service quality, demonstrating exceptional complaint resolution and team management capabilities.
Overview
16
16
years of professional experience
Work History
Customer Service Supervisor
Publix
02.2022 - Current
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Streamlined workflow processes for increased efficiency in handling customer inquiries and complaints.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Developed comprehensive training materials for new hires, ensuring consistent knowledge and skill development across the team.
- Implemented effective scheduling strategies to optimize staff coverage during peak hours and minimize wait times for customers.
Lead Teacher
The Academy Of Maryland Farms
07.2018 - 03.2021
- Developed and implemented differentiated instruction strategies to accommodate diverse learning styles, resulting in increased student engagement and success.
- Collaborated with colleagues to design interdisciplinary units of study, fostering deeper understanding of content across subject areas.
- Designed and executed project-based learning experiences, promoting teamwork, problem-solving skills, and real-world connections for students.
- Used data-driven decision-making processes to analyze student performance trends and adjust instructional practices accordingly, leading to improved outcomes.
- Mentored new teachers on best practices for classroom management and instructional techniques, contributing to their professional growth and effectiveness in the classroom.
- Established positive relationships with parents through regular communication regarding student progress, collaborating on strategies for academic success at home and school.
- Led a team of educators in developing cohesive curricula aligned with state standards, ensuring consistency across grade levels and subject areas.
Customer Service Manager
Walmart
08.2013 - 05.2019
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
Teacher
Fayette County Board Of Education
08.2008 - 07.2013
- Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
- Increased student literacy rates by implementing targeted reading strategies in individualized instruction plans.
- Enhanced classroom engagement through the use of interactive teaching methods, such as group projects and hands-on activities.
- Collaborated with other teachers to plan interdisciplinary units that connected subjects and promoted deeper understanding among students.
- Identified struggling students early on and provided additional support through tutoring sessions and modified lesson plans.
- Mentored new teachers, sharing best practices and providing guidance to help them adapt to their new roles successfully.
Education
Associate of Arts - Child Development
Southwest Tennessee Community College
Memphis, TNSkills
- Service Delivery Optimization
- Delegating Work
- Issue Resolution
- Leading Team Meetings
- Complaint resolution
- Decision-Making
Timeline
Customer Service Supervisor
Publix
02.2022 - Current
Lead Teacher
The Academy Of Maryland Farms
07.2018 - 03.2021
Customer Service Manager
Walmart
08.2013 - 05.2019
Teacher
Fayette County Board Of Education
08.2008 - 07.2013
Associate of Arts - Child Development
Southwest Tennessee Community College