Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic
TRENIECE JACOBS

TRENIECE JACOBS

Monroe,Louisiana

Summary

Successful professional with over 20 years leadership experience. I am detailed and multi-task oriented with extensive experience in call centers in various lines of business. Seasoned Senior Team Leader with significant experience in managing diverse teams, facilitating effective communication, and driving operational efficiency. Known for strategic planning capabilities along with strong leadership skills, adept at fostering an environment that encourages collaboration and optimizes team performance. Brought transformative change to previous roles by improving processes and streamlining workflow.

Overview

15
15
years of professional experience

Work History

Sr Team Leader Remote ( 3+ Years)

IntouchCX
Las Vegas, Nevada
11.2016 - Current
  • Handled escalations efficiently to maintain smooth operations and customer satisfaction across the supported campaigns.
  • Main point of contact, overseeing all training and development as well as performance management for the assigned team
  • Monitor, evaluate and document staff performance on a consistent basis (using call recording, chat, and quality assurance applications), review productivity and attendance reports, and coach staff members to improve performance
  • Contributed to the recruitment process by conducting interviews and assisting with the decision-making process.
  • Ensure that staff are properly trained, performing to company standards, and kept current on all procedural changes.
  • Achieved monthly key contact center performance goals for customer satisfaction, service levels, quality, productivity, and key performance metrics
  • Manages daily activities and establishes personnel performance objectives.
  • Aligned team goals and objectives with strategic priorities, while effectively managing performance
  • Ensured efficient and timely resolution of customer inquiries
  • Report, analyze, and resolve system, customer, and operational issues that impact service quality.
  • Build, establish, and maintain open lines of communication with agents, peers, trainers, managers, clients, and other areas of the company to facilitate problem-solving.
  • Perform other related duties as assigned to ensure effective operation of the department.
  • Increased support reachability by ensuring prompt availability and accessibility to all agents, expanding beyond my assigned team.
  • Generated and shared comprehensive and detailed reports about team performance, mission-related objectives and deadlines.
  • Assisted management in hiring process and new team member training.
  • Created and implemented effective processes for handling customer inquiries or problems.
  • Managed day-to-day operations of the department while ensuring high standards of quality control.
  • Prepared detailed reports outlining project status, accomplishments and challenges.
  • Provided guidance to team members in resolving complex issues or complaints.
  • Maintained up-to-date records of all activities related to the team's operations.
  • Developed strategies for improving customer service levels, productivity and efficiency.
  • Organized weekly meetings to review progress against goals and objectives.
  • Successfully coordinated cross-functional efforts with other departments such as sales, marketing, finance, and human resources. To ensure efficient operations.
  • Created detailed reports on the performance of individual departments within operations.
  • Developed and implemented operational procedures to ensure quality standards are met.

Team Leader

Centurylink
Monroe, LA
09.2013 - 11.2016
  • Supported team for 30+ that received inbound calls from CenturyLink residential customers for collections, payment arrangements, and billing inquiry
  • Maintained relations with clients and third-party vendors.
  • Meet established collection objectives monthly, use various computer systems/screens simultaneously, build and maintain strong customer rapport.
  • Consult, multitask, and problem solve with the customer. Perfect the customer experience by providing excellent service on every call.
  • Responsible for maintaining and improving speed, accuracy, and quality results by adhering to standards and guidelines.
  • Provide updates to job aids to enhance product knowledge by participating in educational opportunities.

Team Leader

JP Morgan Chat Post Home Closing Monroe
Monroe, Louisiana
09.2009 - 11.2013
  • Supported team of 40-50 individuals in File Intake and Direct Document Collection
  • Collected documents that will place, in first lien position, documents such as deed of trust or recorded mortgages that are deemed documents not recorded at the appropriate county recorder's office.
  • Also, collect other documents that were never received for the loan files.
  • Research various systems to locate documents that are required by the Title Insurer for claims, such as county websites, OPUS, MSP, RealEC, I-Vault, Internet File Net, Fastrieve, County Websites, MERS online, and RECS.
  • Contact closing agents, title companies, and attorneys by phone in order to collect missing documents. Contributed to the completion of a diverse range of projects like Private Investor, Reg AB, SCRA, and Pending Receiving. Worked in New York state, possessing extensive knowledge of co-op docs (CEMS UCC, UUC3, etc.)
  • Worked on various reports for title companies, letters sent in for work on shared screens with Microsoft Excel, Word, PowerPoint, Outlook, and some Microsoft Access.

Education

Skills

  • Team Player
  • Google Suites
  • Microsoft Office Suites
  • Dependability
  • Flexible
  • Timely Communication
  • Motivator
  • Empathy
  • Creativity
  • Quickly Adapt to Change
  • Team Building
  • Active Listening
  • Positivity
  • Google Slides
  • Google Drive
  • Google Suites Proficiency
  • Monkey Media
  • ezManage

Affiliations

  • Sewing
  • Food Adventures
  • Traveling
  • Volunteering

Timeline

Sr Team Leader Remote ( 3+ Years)

IntouchCX
11.2016 - Current

Team Leader

Centurylink
09.2013 - 11.2016

Team Leader

JP Morgan Chat Post Home Closing Monroe
09.2009 - 11.2013

TRENIECE JACOBS