Shameka Jones
Stone Mountain,GA
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
17
17
years of professional experience
Work History
Online Coordinator/ Player Services Supervisor
MDI Fulfilment
11.2007 - Current
- Production and execution of appropriate documentation for fulfillment to facilitate individual winner verification and prize selection as supplied by lotteries or through approved drawing documentation
- Responsible for supervising and conducting training/educational programs for upcoming 24 hr online customer support service representatives
- Work to improve overall fulfillment department functionality and efficiency for clients/customer satisfaction
- Create an online support and customer service capability to provide clients with their order lookup and overall merchandise status update
- Monitor all inbound and outbound communications to ensure compliance with standards of customer support
- Create ongoing support guidelines and text templates for response to client feedback for all promotions
- Properly identify customer issue, then guide them through a series of remedial steps by utilizing documented procedures
- Properly identify and communicate situations that may require escalation to Account Services Manager or management
- Provide excellent customer service experience for all customers as outlined in the quality assurance program
- Pull and reviewed reports to analyze results in support of the overall goal of the department
- Ensured adequate staffing to maintain Service Levels based on forecasted call volumes
- Interviewed and recommend employees for hire, advancement, and termination
- Maintained the departments day-to-day work
- Partnered with HR on any employee matters as they arise
- Followed and communicated all policies and procedures either department or corporate in nature
- Reviewed and approved timesheets, overtime, time-off, and shift-swap requests
- Mentored staff through ongoing performance reviews based on scorecard metrics
- Actively participated in the SYSCON process as the player services representative
Education
Diploma -
Lithonia High school
Lithonia, GA01.1999
Skills
- Project coordination
- Online engagement
- Content management
Timeline
Online Coordinator/ Player Services Supervisor
MDI Fulfilment
11.2007 - Current
Diploma -
Lithonia High school
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