Sequoia Jacque
ROCHESTER,US
Summary
Directed customer service teams in high-volume healthcare and retail environments to optimize operational efficiency.
Managed remote teams of 15–45 associates, enhancing customer satisfaction scores and consistently exceeding KPI targets.
Leveraged expertise in Salesforce, NICE, and AI-supported documentation tools to streamline contact center operations.
Overview
2027
2027
years of professional experience
Work History
Care Advocate
LifeTime Care
Rochester, NY
2025 - Current
- Provided support to clients in navigating care plans and services.
- Assisted in coordinating appointments and follow-up communications for patients.
- Educated clients on available resources and benefits related to healthcare services.
- Maintained accurate records of client interactions and service usage.
- Addressed client inquiries promptly, enhancing overall satisfaction with services provided.
- Collaborated with interdisciplinary teams to ensure comprehensive client care.
- Researched issues and took appropriate action to resolve issues within turnaround time requirements and quality standards.
Contact Center Supervisor
Home Depot
Atlanta, GA
08.2020 - 03.2026
- Supervised daily operations of contact center, ensuring efficient service delivery and customer satisfaction.
- Trained and mentored staff on best practices, enhancing team performance and service quality.
- Implemented workflow improvements, streamlining processes to reduce response times and increase efficiency.
- Monitored key performance indicators, providing actionable insights to optimize team performance and productivity.
- Resolved escalated customer issues, ensuring timely resolution while maintaining high customer service standards.
- Conducted regular performance reviews, fostering a culture of continuous improvement within the team.
- Created a positive work environment, fostering strong teamwork and agent engagement.
- Reduced average handling time with effective coaching and feedback sessions for agents.
- Ensured compliance with company policies and procedures, maintaining the highest level of professionalism within the team.
- Collaborated with cross-functional departments to resolve complex customer issues and improve the overall customer experience.
- Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
Contact Center Supervisor
Maximus Federal Services
Rochester, NY
08.2016 - 07.2020
- Collaborated with cross-functional teams to enhance communication strategies and improve overall service offerings.
- Designed and produced comprehensive training materials to enhance onboarding efficiency.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Directed, guided, coached and mentored team of 15 agents and surpassed individual and corporate goals.
- Demonstrated professional and polished demeanor with positive, upbeat and friendly personality and supported calling work during times of peak contact volume.
- Streamlined contact center operations for increased efficiency and improved service quality.
Contact Center Supervisor
Xerox
Rochester, NY
08.2012 - 07.2016
- Developed training materials for new hires, facilitating smooth onboarding processes and knowledge retention.
- Directed, guided, coached and mentored team of 45 agents and surpassed individual and corporate goals.
- Facilitated open communication channels between staff members through regular meetings encouraging dialogue on concerns or suggestions.
- Conducted regular performance evaluations, identifying areas of improvement and implementing corrective action plans for underperforming agents.
- Traveled outside of the country to setup new sites in the Philippines and Jamaica.
- Actively participated in recruiting activities to attract top talent for the contact center supervisor role.
- Supported new technology implementations, leading change management efforts within the team for seamless adoption of new systems or processes.
- Increased first call resolution rates by implementing best practices in problem-solving and communication techniques.
- Developed and implemented training programs to enhance team performance and productivity.
Education
High School Diploma -
Threshold
Rochester, NY04.2006
Skills
- Professional boundaries
- Self-awareness
- Healthcare
- Cultural history
- Customer service
- Problem-solving
- Friendly and outgoing
- Team leadership
- Quality assurance
- Training coordination
- Teamwork and collaboration
- Time management
- Attention to detail
- Punctual and hardworking
- Problem-solving abilities
- Multitasking
- Caring and empathetic
- Decision-making
- Self motivation
- Technical troubleshooting
Company
Detroit Axle, 12001 Toepfer Road, Warren, MI, 48089, US, (888) 583-0255
Invoices
3305229#DUMMY, 261307659/WSXI3700
Rma
779125, J261026012001uv
Return
58KJ2/1172/484B, 7980 1737 8179
Personal Information
ID Number: 1X 8PR471001
Timeline
Contact Center Supervisor
Home Depot
08.2020 - 03.2026
Contact Center Supervisor
Maximus Federal Services
08.2016 - 07.2020
Contact Center Supervisor
Xerox
08.2012 - 07.2016
Care Advocate
LifeTime Care
2025 - Current
High School Diploma -
Threshold