Jerina Hall Email & Phone Number

Remotely managed and improved team performance and day-to-day operations focused on delivering exceptional multi-channel customer support as measured against 3 Key Performance Indicators of professional development, operations management and cross-team collaboration. Evaluated and oriented services with customer needs and expectations whilst remaining aligned with the strong social mission of reducing financial inequality.

Supported and guided customers via WhatsApp, Email, live chat (Zendesk), Facebook, Instagram, Twitter (Meta Business Suite), and phone calls. Ensured excellent delivery of services to every customer to boost retention. Contributed to the development and execution of customer support strategies to maximise the efficiency and effectiveness of services.

Birmingam

Enabled effective broadcasting of over 500 bulletins daily by steering and training a team of 15 broadcasters in a live and energetic studio environment. Met and exceeded defined service level agreements. Delivered precise travel information to a wide range of BBC and commercial clients. Gathered data on live traffic incidents from various sources, including cameras, feeds, callers, vehicle data, and partner websites such as the Emergency Services and Highways England.

Birmingham

Provided exceptional support to the director in delivering and improving services. Contributed to development and execution of leading-edge business developments. Analysed and addressed complex issues, meeting requirements of Safe Innovation Projects. Consulted with the Criminal Complaints Review Commission (CCRC) and investigated why the proportion of applicants to their appeal process is significantly lower than the youth population of the prison estate, with a particular focus on BAME groups. Organised and conducted meetings with CCRC and local community representatives for case management.