Rochelle Jones
Aurora,CO
Summary
Seasoned Management Supervisor bringing strong background in team leadership and business operations. Proven ability to streamline processes, improve productivity, and foster workplace engagement. Possess solid proficiency in strategic planning, conflict resolution, and performance management. Notably impacted previous work through implementation of effective management strategies and process improvements that boosted overall business efficiency.
Overview
14
14
years of professional experience
Work History
Inbound Claims Management Supervisor
2-10 Home Buyers Warranty
Aurora, CO
06.2022 - Current
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Evaluated employee performance regularly using objective metrics, providing constructive feedback for continuous improvement opportunities.
- Championed change initiatives within the organization by promoting adaptability among staff members in response to evolving market conditions or internal challenges.
- Exceeded performance targets consistently by setting clear expectations, holding staff accountable for results, and providing ongoing support for personal growth.
- Cultivated a culture of continuous learning within the team by encouraging open dialogue about industry trends, as well as personal growth opportunities.
- Developed and implemented Quality Assurance policies, procedures, and standards.
- Conducted regular audits to ensure compliance with quality standards.
- Monitored production processes for efficiency and accuracy.
Inbound Claims Management Senior Floor Coach
2-10 Home Buyers Warranty
Aurora, CO
03.2022 - 06.2022
- Mentored team members in order to build confidence and foster a supportive environment.
- Analyzed performance data to identify areas of improvement for individuals or teams.
- Managed new hire onboarding process by providing beneficial advice, support, answering questions, and providing one-on-one training.
- Monitored call volume and assisted in real-time management, including taking calls or completing tasks, to maintain service levels.
Inbound Claims Management Floor Coach
2-10 Home Buyers Warranty
Aurora, CO
07.2021 - 03.2022
- Supported a dedicated group of as many as 10 inbound claims specialists and provided real-time proactive support in answering questions, providing authorizations, and handling escalated calls.
- Responsible for teaching and guiding agents to be able to use their resources and establishing confidence in their decision making.
- Demonstrated a high level of urgency and responsiveness in supporting the department and resolving claims.
Inbound Claims Management Specialist II
2-10 Home Buyers Warranty
Aurora, Colorado
08.2020 - 07.2021
- Supported both inbound and outbound calls while providing exceptional customer service to internal and external customers.
- Diffused escalated claim situations while reviewing warranty coverage. Demonstrate professionalism, empathy, situational clarity, and sensitivity to each customer's needs to alleviate customer complaints while providing quality customer service.
- Research, analyze, and communicate warranty coverage obligations for a variety of common home systems and appliances.
General Manager
Crunch Fitness
Aurora, CO
11.2019 - 03.2020
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- Monitored financial performance, set budgets, and controlled expenses to provide financial stability and long-term organizational growth.
- Led weekly meetings to review performance and provide direction, motivation, and guidance toward achieving personal and facility goals. Executed events for a new acquisition.
- Carefully evaluated member needs and assist them with achieving personal fitness goals.
Retail Operations Manager
Comcast
Livermore, CA
06.2010 - 08.2018
- Conducted performance evaluations for staff members, identifying areas of strength, as well as opportunities for improvement, and providing targeted coaching accordingly.
- Managed inventory control and stock levels by implementing accurate tracking systems and optimizing orders.
- Analyzed operational expenses and cost of inventory to identify losses, and developed strategies for increased profits.
- Oversaw all aspects of store operations, ensuring consistent compliance with company policies and industry regulations.
- Oversaw 45 Xfinity Stores in Northern California.
- Planned and launched large-scale events that boosted employee participation by 98%.
Education
Bachelor of Science - Communications
Colorado State University, Global Campus
Englewood, CO06-2022
Skills
- Innovation management
- Customer Relations
- Operations Management
- Employee Development
- Corporate communications
- Excellent verbal and written communications
- Excellent customer service skills
- Multi-tasker with a strong work ethic
- Detail Oriented
- Performance monitoring
- Quality Management Systems
- Quality improvements
Affiliations
- Bodybuilder
- Personal trainer
Timeline
Inbound Claims Management Supervisor
2-10 Home Buyers Warranty
06.2022 - Current
Inbound Claims Management Senior Floor Coach
2-10 Home Buyers Warranty
03.2022 - 06.2022
Inbound Claims Management Floor Coach
2-10 Home Buyers Warranty
07.2021 - 03.2022
Inbound Claims Management Specialist II
2-10 Home Buyers Warranty
08.2020 - 07.2021
General Manager
Crunch Fitness
11.2019 - 03.2020
Retail Operations Manager
Comcast
06.2010 - 08.2018
Bachelor of Science - Communications
Colorado State University, Global Campus
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