Summary
Overview
Work History
Education
Skills
Certification
References
Accomplishments
Core Competencies
Timeline
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Shamelia Jones

Newport News,VA

Summary

Experienced Government Healthcare Contact Center Supervisor dedicated to training and mentoring staff to effectively resolve caller inquiries and build loyalty. Skilled at training, monitoring and managing exceptional teams handling high-volume calls. Driven and innovative with expertise in developing and implementing training protocols and resources to drive performance and caller satisfaction.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Contact Center Supervisor

Maximus (New Jersey Healthcare)
Newport News, VA
02.2020 - Current
  • Lead a team of 20+ Customer Service Representatives (CSRs) in support of the New Jersey Healthcare project, driving improvements in team performance and customer satisfaction using AWS and Genesys platforms.
  • Assist consumers with enrolling/managing their healthcare benefits.
  • Managed consumer communications and provided timely solutions, leading to a 15% increase in customer satisfaction and a 10% improvement in resolution time.
  • Designed and implemented performance metrics and KPIs to measure team success and enhance customer success.
  • Provided one-on-one coaching and team development sessions to improve call quality and reduce escalations.
  • Acted as a liaison between management and customer service teams to ensure alignment with company goals and customer expectations.
  • Managed and tracked consumer issues through the Genesys platform, providing proactive solutions to common concerns, and improving the customer experience.

Assistant Store Manager

Walgreens
Newport News, VA
03.2019 - 12.2019
  • Assisted with managing customer service operations and customer success initiatives in a fast-paced retail environment, enhancing store performance and customer retention.
  • Applied data-driven decisions to optimize staffing, inventory, and service quality, resulting in improved customer loyalty and a 20% increase in repeat customers.
  • Used KPI analysis to inform strategy and drive success in sales targets, customer satisfaction, and operational efficiency.
  • Trained and coached team members to deliver consistent, high-quality customer service experiences that aligned with company values.

Customer Service Representative

GEICO
Newport News, VA
10.2016 - 03.2019
  • Managed inbound customer calls in a high-volume environment, providing expert solutions for insurance-related inquiries and fostering long-term client relationships.
  • Ensured customer success by clearly communicating policy options, delivering accurate solutions, and resolving complex issues on the first call.
  • Achieved individual and team performance goals consistently, contributing to overall departmental success.
  • Collaborated with cross-functional teams to resolve customer escalations, enhancing the customer experience.

Resident Counselor

Intercept Youth Services
Newport News, VA
07.2016 - 11.2016
  • Provided support to at-risk youth, helping to create and maintain therapeutic relationships that contributed to improved behavior and well-being.
  • Documented and reported client progress and maintained a focus on achieving positive outcomes.
  • Demonstrated active listening and empathy while addressing client needs, a key skill for client success in human services settings.

Education

Bachelor of Science - Human Services

Old Dominion University
Norfolk, VA
08.2014

Skills

  • HIPAA
  • ISO 9001
  • Genesys platform
  • Project management
  • Medicaid
  • Customer service
  • KPI analysis
  • Data analysis
  • Customer relationship management
  • Employee training
  • Client onboarding and retention
  • Performance analytics
  • Customer support excellence
  • Team leadership and coaching
  • Problem solving and conflict resolution
  • Call monitoring
  • Training delivery
  • Schedule coordination
  • Coaching and mentoring

Certification

  • Genesys Cloud Training
  • AWS Training

References

Available upon request.

Accomplishments

  • The National Society of Leadership & Success (NSLS) Member

Core Competencies

  • Customer Success Management
  • Client Onboarding & Retention
  • AWS & Genesys Expertise
  • Customer Relationship Management (CRM)
  • Performance Analytics & KPIs
  • Customer Journey Mapping
  • Problem Resolution & Conflict Management
  • Cross-Functional Collaboration
  • Data-Driven Decision Making
  • Coaching & Mentorship
  • Customer Satisfaction & Escalation Management
  • Team Leadership & Development

Timeline

Contact Center Supervisor

Maximus (New Jersey Healthcare)
02.2020 - Current

Assistant Store Manager

Walgreens
03.2019 - 12.2019

Customer Service Representative

GEICO
10.2016 - 03.2019

Resident Counselor

Intercept Youth Services
07.2016 - 11.2016

Bachelor of Science - Human Services

Old Dominion University

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Shamelia Jones