Shaqualia Jackson
Dallas,TX
Summary
Analytical and proactive manager with over 20 years of experience managing fast paced environments and production. Posses strong leadership, motivational, and coaching skills. Establish performance goals to meet efficiency levels, targets and quality standards that positively impact organizations. I plan to obtain a position of leadership in order to bring about continuity for the company by using my skill set to the best advantage. My goals are to achieve success and produce record-breaking numbers to show constant progress in assigned tasks. I seek a position of leadership that will provide me with challenging managerial targets, tremendous growth perspectives, and thereby advance my career. Forward-thinking Call Center Supervisor dedicated to training and mentoring staff to effectively resolve caller inquiries, build loyalty and enhance business revenue. 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
18
18
years of professional experience
Work History
Loan Res Supervisor (Performing and Nonperforming)
Selene Finance
Dallas , Tx
02.2022 - Current
- Trained and supervised new employees to promote overall team productivity and consistent service.
- Streamlined operational efficiencies by accurately conducting new hire interviews and assisting management with employment decisions.
- Measures and documents staff performance, tracks time and attendance, and responsible for providing monthly and annual reviews
- Provides coaching in regards to quality assurance and creates associate remediation plans when staff is performing below expectations
- Provides recommendations for procedural changes and improvements as they pertain to the department
- Assist management in responding to investor inquires and assisting staff when incoming and outbound calls when required
- Retained top talent by authoring and conducting team performance evaluations for corrective action planning.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
Call Center Supervisor
Alliance Rx Walgreens Prime Pharmacy
Dallas, TX
12.2018 - 12.2021
- Complete other stages of order processes as assigned including but not limited to scanning prescriptions, imagine indexing, preQA, load insurance information, run test claims, work issues and facilitate prior authorizations.
- Complete all additional special handling duties as assigned including but not limited to drug shipment notifications and Adverse Drug Event Reports.
- Contacts the pharmacists to alert them of any changes in patient's condition, compliance issues due to patient not taking medication or side effects, or to transfer a patient directly to pharmacist for counseling.
- Trained and developed departmental employees on software systems, platforms, health and safety regulations, courier protocols, inventory tracking system and database manager operations.
- Ensures that good patients’ relations are maintained and patients’ claims and complaints are resolved fairly and effectively.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Supported onboarding of new employees by hosting orientation sessions.
- Created and offered additional materials to enhance training.
Manager ( Frontline Leader )- Trainer
Humana Pharmacy
Irving, TX
09.2014 - 04.2018
- Direct report to 24-56 associates Completed research on complex problems and resolved issues in a timely manner Trained, coached, and monitored production performance metrics and tracked trends for a team of associates Implemented effective customer service procedures to encourage positive feedback.
- Generated daily operational reports for corrective action or continuous improvement.
- Maximized efficiency by removing safety hazards and debris from work areas.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Developed skill-specific training programs to promote employee development.
- Scheduled training sessions based on availability of classrooms, equipment and instructors.
- Managed various training courses by developing curricula, instructions, documents and written tests.
Team Lead/Trainer
Title Max Contact Center
Irving, TX
06.2013 - 09.2014
- Auspiciously sold loan products to customers while maintaining a bonus commission as a CSR Selected for (MOD) Manager On Duty - to oversee the call-center floor with over 200 agents and monitor performance production from opening to closing hours, including managing day-to-day business operations.
- Developed and delegated tasks for a team of associates.
- Motivated trainee performance by sparking and maintaining interest in classes.
- Consulted with training leaders to identify and assess training needs associated with changes in business policies and procedures.
- Made recommendations to improve training based upon observations and feedback from trainees.
Manager/Trainer
Appstar Financial
Dallas, TX
02.2011 - 06.2013
- Coached and developed a team of 17 top producing associates Met with each associate to establish realistic weekly sales goals.
- Recruited, hired and trained a team of new hires for sales department.
- Facilitated orientation and training classes to communicate policies and procedures to new hires.
- Created tests, exercises and role-plays for courses to verify competency.
- Educated, coached and mentored 42 + new hires in multiple positions.
- Cross-trained employees to do other jobs within business, increasing job skills and productivity.
- Built productive relationships with other departments to continually develop new business.
- Compiled and analyzed weekly trainee retention reports.
Manager/Manager/Trainer Assistant
Student Services
Addison, TX
01.2007 - 02.2011
- Supervised, coached, and mentored 35 agents Assisted with opening and closing of Addison branch call center Assisted in sales, customer service and human resources objectives to increase experience and gain broad company perspective.
- Collaborated with other managers to plan and direct organizational tasks.
- Analyzed sales and inventory to identify trends and provide recommendations.
- Assigned projects and distributed tasks to team members as per area of expertise.
- Trained new team members, tracked current team members' skills achievement, verified safe operating practices and reported and analyzed work-related injuries.
Education
M.B.A - Health Administration Candidate
Colorado Christian University
Lakewood, CO01-2028
High School Diploma -
Antonio Maceo Smith
Dallas, TXSkills
- Microsoft Outlook, Excel, Word, & PP
- Business operations
- Call-center
- Closing
- Continuous
- Improvement
- Counseling
- Customer service
- Fast
- Human resources
- Indexing
- Insurance
- Inventory
- Team lead
- Managing
- Managerial
- Excel
- Microsoft Outlook
- PP
- Word
- MOD
- Organizational
- Producing
- Research
- Sales
- Scanning
- Team Leadership
- Schedule Coordination
- Staff Management
- Operations Management
- Process Improvement
- Business Development
Timeline
Loan Res Supervisor (Performing and Nonperforming)
Selene Finance
02.2022 - Current
Call Center Supervisor
Alliance Rx Walgreens Prime Pharmacy
12.2018 - 12.2021
Manager ( Frontline Leader )- Trainer
Humana Pharmacy
09.2014 - 04.2018
Team Lead/Trainer
Title Max Contact Center
06.2013 - 09.2014
Manager/Trainer
Appstar Financial
02.2011 - 06.2013
Manager/Manager/Trainer Assistant
Student Services
01.2007 - 02.2011
M.B.A - Health Administration Candidate
Colorado Christian University
High School Diploma -
Antonio Maceo Smith
Similar Profiles
JUDITH JONESJUDITH JONES
Collateral Management Specialist at Selene FinanceCollateral Management Specialist at Selene Finance
Heivaha FevaleakiHeivaha Fevaleaki
Collections Specialist at Selene FinanceCollections Specialist at Selene Finance
Robyn GrossmanRobyn Grossman
Foreclosure Specialist at Selene FinanceForeclosure Specialist at Selene Finance
Robyn GrossmanRobyn Grossman
Foreclosure Specialist at Selene FinanceForeclosure Specialist at Selene Finance
Aman SharmaAman Sharma
Pharmacy Manager at CVS HealthcarePharmacy Manager at CVS Healthcare