Mystina Joyner
Jacksonville
Summary
Professional in customer operations with strong focus on team collaboration and achieving results. Adept at managing customer relationships, streamlining processes, and improving service delivery. Reliable and flexible, able to adapt to changing needs and contribute to organizational success. Skilled in problem-solving, communication, and leadership.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Operations Manager
Hertz
08.2025 - Current
- Streamlined customer service processes, enhancing response times and overall satisfaction.
- Led cross-functional teams to optimize operational workflows and reduce service delivery discrepancies.
- Implemented training programs for staff, improving team efficiency and knowledge retention.
- Analyzed performance metrics, identifying trends to drive continuous improvement initiatives.
- Fostered a customer-centric culture through regular feedback loops and staff engagement initiatives.
- Promoted a culture of continuous improvement by encouraging feedback from staff members and taking action on their suggestions, fostering employee engagement and motivation.
- Mentored team members to advance their skills and knowledge, fostering growth within the company.
- Collaborated with sales teams on strategies for upselling and retaining customers, increasing overall revenue generation.
Field Services Quality Analyst
Asurion
01.2020 - 05.2025
- Implement QA procedures, enhancing service delivery consistency. Track technician metrics to find improvement areas and develop plans.
- Improve inventory routines to ensure accuracy and integrity. Overall accuracy month over month was exceeding expectations (99% out of 100%) in all store locations.
- Train field technicians on QA processes, ensuring consistent service quality.
- Conduct training on updated technology to keep technicians updated.
- Led comprehensive quality assurance initiatives for field technicians, implementing performance tracking systems and developing data-driven improvement strategies such as implementation of tracking documentation for all received and used inventory.
- Modernize training protocols by integrating emerging technologies and hardware solutions, ensuring field teams support innovative service capabilities.
- Streamline inventory management processes through systematic audits and strategic action plans, enhancing operational efficiency and accuracy.
- Foster technical excellence through targeted training programs, empowering field teams to deliver superior customer service and support quality standards.
- Orchestrate quality assurance audits and documentation processes, setting up robust frameworks for consistent service delivery and compliance.
Branch Sales and Service Representative
PNC
09.2018 - 12.2019
- Delivered prompt, exact customer service, addressing inquiries and concerns. Educated customers on banking solutions, using strong product knowledge.
- Boosted revenue by 33% by finding cross-selling opportunities and enhancing customer relationships.
- Resolved complex inquiries, ensuring customer satisfaction and retention.
- Streamlined customer service operations and enhanced cross-selling strategies to drive revenue growth while supporting high satisfaction rates for banking products.
- Developed creative approaches to product education such as reviewing customer transaction and pinpointing area which enhanced customer understanding of banking services and improved adoption rates. Analyzed customer banking needs to recommend tailored financial solutions, resulting in improved client retention and portfolio expansion.
- Partnered with branch teams to resolve complex customer inquiries, implementing effective solutions that strengthened client relationships.
Store Manager
Sprint
09.2011 - 02.2018
- Led team to consistently meet sales targets, improving team performance.
- Implemented sales training programs, fostering high-performing retail teams.
- Boosted store to top 100 nationwide via strategic revenue growth efforts such as Consultative Selling. I coached expert to be trusted advisor and offer the best-selling solution to customer. Doing this build customer trust and loyalty to the store location.
- Fostered cross-functional partnerships to streamline store operations and show best practices across retail locations.
- Optimized inventory management to ensure product availability and minimize stockouts.
- Conducted evaluations enhancing sales associate performance with measurable results.
- Orchestrated comprehensive store transformation, elevating performance metrics through strategic staff development and operational excellence.
- Designed and executed customer loyalty programs that strengthened market position while fostering lasting client relationships.
- Analyzed regional market trends to improve inventory management strategies and enhance store competitiveness.
Education
Associate Degree - General Studies
Brevard Community College
Melbourne, USASkills
- Microsoft Office
- Google Suite
- Staff development
- Sales support
- Teamwork
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Multitasking Abilities
- Team leadership
- Customer service management
Certification
- Apple Certification
- WISE Certification
AWARDS
Employee of the Month 2 Times - in recognition of market growth and performance
COMPETENCIES
- Product Implementation
- Time Management
- Problem Resolution
- Performance Assessment
- Inventory Management
- Project Management
- Process Improvement
- Training
- Customer Service
Languages
English
Timeline
Customer Operations Manager
Hertz
08.2025 - Current
Field Services Quality Analyst
Asurion
01.2020 - 05.2025
Branch Sales and Service Representative
PNC
09.2018 - 12.2019
Store Manager
Sprint
09.2011 - 02.2018
Associate Degree - General Studies
Brevard Community College