Maxima Jackson
Wimauma,FL
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
Work History
Call Center Trainer
Maximus Federal Services
Riverview, Florida
06.2021 - Current
- Support design, development, and distribution of training programs and materials.
- Conduct, plan , and coordinate training to variety of audiences.
- Coordinate logistics for instruction events including scheduling classes, reserving classroom and preparing workstations.
- Determine resource readiness for courses, including materials ,training room, technology, and training data collection and entry.
- Maintain records of training activities, participant progress, and program effectiveness.
- Provide production floor support and answer questions.
- Trained and mentored new personnel hired to fulfill various roles.
- Verified long-term staff excellence by implementing updated and continuous training initiatives such as online modules, interactive programs and language labs.
- Trained and mentored 20 new personnel hired to fulfill various roles
- Created and implemented new training initiatives such as online modules, interactive software, language labs and online programs, assuring continuous training to employees to promote long-term excellence
Customer Service Call Center Representative
Maximus Inc
Tampa , Florida
08.2020 - Current
- Responding to numerous phone inquiries
- Adhering to privacy rules
- Connecting callers and leadership as needed
- Responding to telephone inquiries within set time parameters
- Documented and detailed calls and complaints using call center's CRM database. Reporting problems through easy online system NGD
- Shared detailed information regarding insurance options to help customers make decisions. Assisting callers in finishing online applications
- Medicare & Marketplace experience.
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Conducted annual reviews of existing policies to update information
Corporate Lead Administrative Receptionist
ACV Enviro
Avenel, NJ
07.2014 - 06.2020
- Kept reception area clean and neat to give visitors positive first impression.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered incoming calls on high-volume, multi-line phone switchboard and pleasantly transferred callers to appropriate personnel.
- Communicated with vendors to place and receive orders, request maintenance services and deliver instruction on behalf of office management
- Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels.
- Train receptionist for all locations.
- Sorted, received and distributed mail correspondence between departments and personnel.
- Scheduled office meetings and client appointments for staff teams.
- Operated multi-line telephone system to independently handle over 50 calls each day
Store Manager
Dunkin' Donuts
Tampa, Florida
01.2011 - 12.2012
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Set effective store schedules based on forecasted customer levels, individual employee knowledge and service requirements.
- Approved regular payroll submissions for employees.
- Delivered positive results by controlling monthly operations budget and limiting financial discrepancies.
- Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs
Education
BBA - Business Administration And Management
Berkeley College
New York, NY03.2022
Skills
- Scheduling
- Time management
- Independent problem-solving skills
- Excellent Customer Service
- Strong oral and written communication skills
- Office supplies inventory management
- Strong analytical and organizational skills
- Bilingual Spanish
- Online training experience
- Computer Skills
- Multitasking Abilities
- Team leadership and coaching
- Store Management
- Employee training
- Organizational skills
- Leadership Development
Languages
Spanish
Full Professional
Timeline
Call Center Trainer
Maximus Federal Services
06.2021 - Current
Customer Service Call Center Representative
Maximus Inc
08.2020 - Current
Corporate Lead Administrative Receptionist
ACV Enviro
07.2014 - 06.2020
Store Manager
Dunkin' Donuts
01.2011 - 12.2012
BBA - Business Administration And Management
Berkeley College
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