SHELBY M. JONES
Austin,Texas
Summary
Passionate and team-oriented leader focused on cultivating a culture of coaching, development and accountability. 14 Years of hands-on experience in team development, training and mentorship, technical support, and customer service. Experience in coordinating projects, programs and improvements across global business partners while coordinating with diverse individuals to identify trajectories to provide innovative and strategic solutions.
Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Excel at preparing beyond the current needs of an organization and planning for new challenges that may arise. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills.
Overview
14
14
years of professional experience
Work History
Team Manager
Apple
09.2020 - Current
- Experience across college, part-time and full-time pro orgs in AppleCare Continuity, Services, Deployment Program Support and Business and Education
- Cultivated relationships and rapport with TM’s, AM’s, and SAM’s across multiple regions & lines of business
- Performed NorthStar evaluations, provided One on One coaching, development feedback, live listening feedback for on-call performance
- Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes
- Developed solutions to address complex issues and operational gaps
- Effectively managed queue and sustained SLAs
- Acted as liaison between regions and departments for consistent communication
- Assisted with creation and roll out of regional training for WW Support teams to onboard with disclosed project support
- Regularly engage with engineering business partners to balance quality and productivity of team
- Frequently partnered with content developers to update procedure/implement features and enhance workflow
- Developed performance measurement strategies, identifying areas for improvement.
- Promoted accountability by constantly reviewing workflow efficiency and productivity
- Leveraged data and analytics to make informed decisions and drive business improvements.
Retail Team Support Manager
Apple
09.2020 - 03.2021
- Helped support and develop new organization within continuity bringing Apple Retail employees into AHA capacity within Retail at Home program
- Developed and led large initiatives that were implemented across Program (Mentoring, Onboarding, Measurements of Success, Evaluations, etc.)
- Strategized with Senior Leadership to provide strategic improvement in advisor populations
- Developed and trained Team Managers to increase knowledge and alignment of AppleCare tools, systems, culture, behavioral coaching, performance management, etc.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
AppleCare Advisor
Apple
01.2019 - 09.2020
- Resolved customer issues in clear, courteous and succinct manner
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Mentored and supported multiple teams as advisors progressed through Continuity model
- Collaborated with leadership across organization to work with advisors who needed additional support and help with developing best practices, resulting in increased metics and compliance results
Apple Retail
Apple
11.2012 - 01.2019
- Assisted with streamlining and creating protocols for more efficient workflows across multiple staff types
- Dedicated to restoring customer relationships and trust in Apple through empathy, compassion and technical expertise
- Assist with troubleshooting, solving obscure issues, and resolving customer service issues
- Facilitated new employee training and mentoring to expedite employee growth and development
IT Assistant Manager and Executive Administrative Assistant
Coca-Cola
06.2009 - 10.2013
- Supported implementation of warehouse management system software applications to enable centralized management of tasks
- Managed 90+ employees who work off site using mobile GPS (Field Force Manager)
- Created reports to provide information regarding efficiency and productivity to reduce overall labor, predict sales trends, etc.
- SAP/Kronos management for tracking distribution, orders, deliveries, scheduling, timecards, etc.
- Assisted in organizing and overseeing assignments to drive operational excellence.
Education
Bachelor of Arts - Honors Psychology
California State University - Northridge
Los Angeles, CASkills
- Change Management Process
- Project planning and development
- Business process re-engineering
- Operational Efficiency
- Strategic Decision-Making
- Compliance Requirements
- Performance Goals
- Development Activities
Timeline
Team Manager
Apple
09.2020 - Current
Retail Team Support Manager
Apple
09.2020 - 03.2021
AppleCare Advisor
Apple
01.2019 - 09.2020
Apple Retail
Apple
11.2012 - 01.2019
IT Assistant Manager and Executive Administrative Assistant
Coca-Cola
06.2009 - 10.2013
Bachelor of Arts - Honors Psychology
California State University - Northridge
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