Jamese Greer
Arlington
Summary
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. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
13
13
years of professional experience
Work History
Senior Customer Service Representative
Aeroflow
04.2025 - Current
- Enhanced customer satisfaction by resolving inquiries with effective communication techniques.
- Trained new representatives on best practices and company policies in customer service.
- Improved response times and satisfaction scores through implemented process enhancements.
- Collaborated with teams to efficiently address and resolve complex customer issues.
- Monitored quality metrics, identifying trends to continuously optimize team performance.
- Resolved escalated issues diplomatically, ensuring client and company interests aligned.
Customer Service Representative
Aeroflow
11.2024 - 04.2025
- Enhanced customer loyalty by resolving inquiries using effective communication techniques.
- Ensured industry compliance by adapting swiftly to changing service protocols.
- Improved customer retention by empathically addressing and resolving complaints.
- Efficiently managed escalated calls, achieving resolutions beneficial to customers and company.
- Identified process improvements in service delivery through team collaboration.
- Increased customer satisfaction by providing accurate product information and support.
Senior IT Analyst
Cigna
01.2019 - 11.2024
- Streamlined incident management processes, reducing resolution times and improving user satisfaction.
- Mentored junior analysts, fostering skill development and knowledge sharing within the team.
- Analyzed system performance metrics, identifying areas for improvement and ensuring operational efficiency.
- Developed training materials and conducted workshops to enhance user proficiency in new systems.
Business Analyst
FedEx
08.2016 - 01.2019
- Identified trends in operational data, leading to improved process efficiencies.
- Enhanced service efficiency by implementing strategic initiatives with cross-functional teams.
- Translated business needs into technical specifications through stakeholder meeting facilitation.
- Supported decision-making processes by developing comprehensive reports with analytical tools.
- Ensured project alignment with organizational goals by managing timelines and deliverables.
- Recommended process changes that boosted productivity and minimized operational bottlenecks.
HR Manager
Nike
08.2012 - 08.2016
- Enhanced organizational culture by developing and implementing HR policies.
- Attracted top-tier candidates through strategic talent acquisition initiatives.
- Promoted professional development by designing and facilitating employee training programs.
- Drove workforce productivity improvements by analyzing employee performance metrics.
- Resolved employee relations issues to maintain a positive work environment.
- Collaborated with leadership on strategic workforce management planning initiatives.
Education
MBA - Management
University of Phoenix
Tempe, AZ06-2020
Bachelor of Science - Management
University of Phoenix
Tempe, AZ01-2018
Skills
- Customer support
- Complaint resolution
- Quality assurance
- Payment processing
Timeline
Senior Customer Service Representative
Aeroflow
04.2025 - Current
Customer Service Representative
Aeroflow
11.2024 - 04.2025
Senior IT Analyst
Cigna
01.2019 - 11.2024
Business Analyst
FedEx
08.2016 - 01.2019
HR Manager
Nike
08.2012 - 08.2016
MBA - Management
University of Phoenix
Bachelor of Science - Management
University of Phoenix