Regina Jones
Chatsworth,GA
Summary
Goal-oriented Customer Experience Leader with over 20 years of leadership experience in Flooring. Excellent industry reputation in creating and nurturing strong customer relationships and for internal team building. Natural talents in developing and implementing successful strategies and streamlined processes to provide customer satisfaction and profit goals. Prepared to take on challenging position with opportunity to make lasting impact on company and customer success. Interested in learning new business or industry.
Overview
35
35
years of professional experience
Work History
SR Director Customer Experience
Mohawk Flooring North America
03.2018 - 09.2022
- Provided leadership to multiple departments (250+ team members) including, call center customer service, after sales services/claims, financial service/credit, home center compliance, ecommerce/B2B and helpdesk support, customer pricing, sales support, and inside sales.
- Used financial reporting and leadership collaboration to drive business opportunities and objectives.
- Implemented many process simplification and automation projects that reduced significant cost and head count.
- Designed, managed and implemented customer research initiatives and focused on customer satisfaction and performance monitoring.
- Established and reported department KPI's.
- Initiated project and Partnered with HR to review job descriptions and establish new roles that aligned with business needs and ensured progression paths for team members.
- Lead project and successfully relocated multiple call centers located across three counties into new Center of Excellence facility. 2019
- Implemented both fulltime and hybrid work from home programs across departments in early 2018 prior to relocation plan which ultimately allowed Mohawk to quickly react to expanded WFH needs during COVID pandemic.
- Initiated and mentored many employee led projects with focus on employee recognition, community involvement, personal growth, teamwork, and having fun at work.
- Created roles and teams focused on maintaining customer relationships, growing business, reducing aged orders/inventory, promoting product sales and providing personalized customer and sales support. sales.
- Acted as team leader in group projects, delegating tasks and providing feedback
- Learned and adapted quickly to new technology and software applications
- Managed time efficiently in order to complete all tasks within deadlines
Director Customer Service
Mohawk Flooring North America
09.2017 - 03.2018
- Designed, managed, and implemented initiatives focused on customer satisfaction and performance monitoring.
- Used financial reporting to drive business opportunities and kept actual expenses in line with budget.
- Initiated and implemented cost savings as much as 20% with process improvement projects focused on streamlining and automation.
- Developed leaders and teams focused on collaboration, simplification, and accountability.
- Partnered with colleagues and other business leaders to align service initiatives with business needs, objectives, and expectations.
- Built internal trust and customer confidence by actively listening to concerns and providing resolutions.
- Strategically and successfully managed through multiple company acquisitions and system conversions, including relocation of multiple call centers
- Initiated employee engagement and recognition objectives intended to build employee value, increased performance, and retention.
- Coordinated customer service team projects, achieving successful on-time completion
- Created and maintained customer service policies and procedures, contributing to improved customer retention
Vice President Customer Services
Beaulieu Group, LLC
12.2014 - 09.2017
- Provided leadership for multiple departments in multiple locations for residential, commercial and international customer service, claims, customer pricing, inside sales, and other areas for short periods of time. (150-200 HC.)
- Identified opportunities to improve business process flows and overall departmental productivity.
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
- Established performance goals for department and provided methods for reaching milestones.
- Performed customer visits and sales evaluations to understand and align to customer needs and business objectives.
- Attended trade shows and client meetings, promoting company brand and building rapport with prospects and partners.
- Increased workflow by analyzing data and maximizing opportunities for improved productivity across several areas.
- Spearheaded cross-functional initiatives across departments to achieve business goals, streamline process, reduce overhead, produce cost savings.
- Developed program to promote new managers from within, building and maintaining cohesive leadership structure.
- Led recruitment and development of strategic alliances to maximize utilization of existing talent and capabilities.
- Partnered with HR to develop employee engagement and recognition initiatives.
- Increased company growth through collaboration with sales and marketing departments.
- Created and made appropriate documentation for annual budgets and senior leadership goals.
- Drove short-term and advanced promotional planning processes.
- Managed teams of 100-300 professionals focused on improving Service initiatives
- Exercised leadership capabilities by successfully motivating and inspiring others
- Worked effectively in fast-paced environments
- Proven ability to develop and implement creative solutions to complex problems
- Passionate about learning and committed to continual improvement
Director Customer Service
Beaulieu Group, LLC
02.2000 - 12.2014
- Directed team of 20 supervisors and managers to enhance across-the-board customer support and better meet company service demands.
- Maintained consistent communication with Sr leadership team to manage customer service effectiveness by monitoring performance and assessing metrics.
- Built strong relationships with field sales and manufacturing operations team to support business development opportunities and improve service.
- Generated, compiled and distributed weekly reports on open order positions, claim status, pricing metrics, call center metrics, sales leads and up-sell opportunities.
- Audited customer support procedures and collaborated regionally to promote standardization across offices.
- Devised recommendations to streamline and simplify customer support system, improving response time and first call resolutions by 35% and reducing monthly operating costs by 20%.
- Attended and worked trade shows, customer conventions, sales meetings and corporate training sessions.
- Hosted forums for current and prospective customers to share concerns, thoughts and ideas.
- Responded to disruptive events using crisis management techniques to offer corrective solutions and maximize customer satisfaction.
- Managed project to both design and roll out customer ecommerce system.
- Project leader for implementation and integration of many company acquisitions. including system training, staffing determinations, and reporting and compliance needs
Customer Service (Mgr, Supv, Lead, Trainner, CSR)
Beaulieu United
04.1987 - 02.2000
- Progressed through many roles and responsibilities from CSR to Department Manager
- Processed, scheduled and executed customer orders for new and established customers.
- Visited customer offices to handle on-site concerns and maximize account loyalty.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded proactively and positively to rapid change.
- Delivered prompt service to prioritize customer needs.
- Trained new personnel regarding company operations, policies and services.
- Answered average of 200 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Sought ways to improve processes and services provided.
- Cross-trained and backed up other customer service managers.
- Coached team members in techniques necessary to complete job tasks
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills
- Managed schedules, accepted time off requests and found coverage for short shifts
- Trained new team members by relaying information on company procedures and safety requirements
- Supervised team members to confirm compliance with set procedures and quality requirements
- Reviewed, implemented and updated company records related to team activities for future reference
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism
Education
Degree in Hard Work - Business Administration And Management
School of Experience
Dalton, GA09.2022
Skills
- Client Relationships
- Team Building
- Call Center Management
- Acquisition Integration
- System Implementation
- Sales Program Coordination
- Goal Setting & Performance Feedback
- Cross-Departmental Alignment
- Customer Experience Management
- Process Improvement
- Team Recruiting and Onboarding
- Operational Efficiency
- Interdepartmental Collaboration
- Strategic Planning and Alignment
- Networking Events
- User Experience
Timeline
SR Director Customer Experience
Mohawk Flooring North America
03.2018 - 09.2022
Director Customer Service
Mohawk Flooring North America
09.2017 - 03.2018
Vice President Customer Services
Beaulieu Group, LLC
12.2014 - 09.2017
Director Customer Service
Beaulieu Group, LLC
02.2000 - 12.2014
Customer Service (Mgr, Supv, Lead, Trainner, CSR)
Beaulieu United
04.1987 - 02.2000
Degree in Hard Work - Business Administration And Management
School of Experience
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