Jolena Ware Email & Phone Number

Mendota Heights, Mn

Minnesota

As the leader of a team of call center employees, I am responsible for ensuring the satisfaction of my team as well as the customers they service. Managing the call volume. This includes all calls are getting answered in a timely manner as well as ensuring all requirements of the call center are being metTraining. Informing new employees of all company policies and teaching them all call processing procedures. As well as continuing training on experienced employees on my team to help improve their call processing times and ensure all procedures of the center are being followed. As part of a training team I also traveled to New Jersey to help open a new office for our company. This included helping in developing the procedures to processes the calls as well as training new employees on these procedures.Reviews. Writing reviews on employees as well as recommending pay increases for employees on my teamCustomer Satisfaction. This includes taking over complaint calls to resolve any issues that the customer may have. As well as taking compliments from customers about the things that the employees on my team are doing well.Improving Call Times. As a member of the leadership team, implementing new ideas to reduce the amount of time on each call and helping to reduce the over all call processing time.

Minnesota

As a member of the Quality Control team I was responsible for ensuring that all tickets were being processed correctly.Reviewing Tickets. Ensuring that all tickets processed by new employees had all of the information that we require before allowing them to be sent out to our members.Internet Tickets. Looking over tickets that were processed online and ensuring that the customer provided all information to ensure that their request is correctly responded to.Listening to Calls. Reviewing calls from our customer service representatives to ensure they are following all procedures and providing outstanding customer service.

Minnesota

As a Customer Service Representative I was responsible for answering inbound calls and processing requests to get underground utility lines located.As a member of a team of Customer Service Representatives I was responsible for ensuring customer satisfaction while processing their requests to get there underground utility lines located.

Inver Grove Heights, Minnesota

As a employee of a family owned company I was responsible for helping ensure customer satisfaction as well as all day to day operations of the company.As a back up to the manager of this restaurant I was responsible for ensuring all employees were working together to provide the best service and experience possible for our customers. Preparation of food service tables. Ensuring all ingredients were prepared and ready at the beginning and end of all shifts.Cooking. Helping to prepare and time when foods needed to be placed in the oven. Making sure that the best quality product was being sent to our customers.Delivering. Organizing and setting up the deliveries to ensure all customers received their food in a timely manner. As well as ensuring the quality of the product before it was sent out the door and while on the delivery. I made sure to have outstanding customer service to ensure customers were satisfied with the service we were providing.Deposits. At the end of every shift, closing out the sales for the day and ensuing all drivers and employees had cashed out their sales for the day. I made sure at the end of night the deposit was ready to be processed.Recommending pay increases and continuing of employment. As a back up to the manager of the restaurant I played a part in the employees evaluations.

In my position at South St. Paul Road & Gun Club I was responsible for many aspects of operation. Managing the outside employees, which included which stations they were assigned too, making sure they were at their stations and ready to work at all times, ensuring all stations were clean and functioning at the beginning and end of every day.SchedulingOpening and closing the registers as a cashier and as a bar tender. Ensuring all money was accounted for and ready for deposit at the end of every shift.Ensuring excellent service for Club members from all employees under my supervisonTraining of new members of the team in all aspects of the operation. This included training new outside employees as well as cashiers and bar tendersInventory and Ordering. I ensured that we had all products in stock at all times. As well as making sure the inventory was loaded into the correct location on a weekly basis.