Shenika Jones
Memphis
Summary
Dynamic customer service advocate with a proven track record at Midsouth Medical & Mobility, excelling in complaint resolution and process optimization. Skilled in CRM and active listening, I enhanced team performance through effective training and collaboration, driving customer satisfaction and operational efficiency. Committed to fostering a supportive work environment.
Overview
23
23
years of professional experience
Work History
Customer Service Advocate
Midsouth Medical & Mobility
Memphis, TN
04.2019 - Current
- Assisted customers with product inquiries, ensuring accurate information and satisfaction.
- Resolved complex customer issues through effective problem-solving techniques and communication skills.
- Collaborated with team members to enhance service delivery and streamline processes.
- Conducted training sessions for new staff, fostering knowledge sharing and operational efficiency.
- Utilized CRM, AI and SOP processing systems to track customer interactions, enhancing data accuracy and reporting capabilities.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Trained staff on operating procedures and company services.
Assistant District Manager
Jackson Hewitt Tax Service
Memphis TN
01.2011 - Current
- Led team in implementing operational strategies to enhance district performance.
- Coordinated training programs for staff, improving service delivery and employee engagement.
- Analyzed sales data to identify trends, driving informed decision-making across locations.
- Developed and maintained relationships with key stakeholders, fostering collaboration and support.
- Oversaw compliance with company policies, ensuring adherence to operational standards and regulations.
- Facilitated regular meetings to align objectives, share best practices, and recognize team achievements.
- Oversaw employee recruitment, hiring, and onboarding processes for all stores in the district.
- Conducted regular store visits to monitor performance, provide feedback, and address any concerns or issues promptly.
- Provided exceptional customer service through active listening, problem-solving, and timely followup.
- Boosted team performance by implementing effective coaching and training methods.
- Enhanced district sales growth by strategizing and executing innovative marketing plans.
- Increased employee satisfaction by fostering a supportive work environment focused on teamwork and open communication.
Certified Trainer
Olive Garden Restaurant
Memphis, TN
07.2003 - 12.2014
- Assessed training needs through surveys and interviews to tailor sessions effectively for diverse audiences.
- Facilitated workshops that fostered collaboration and knowledge sharing among team members.
- Conducted evaluations to measure training effectiveness, adjusting content based on participant feedback.
- Collaborated with leadership to align training initiatives with organizational goals and strategic objectives.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Consistently received high ratings on trainer evaluations, reflecting a strong commitment to excellence in education and professional development.
- Increased trainee performance by implementing practical, hands-on activities during training sessions.
- Conducted post-training follow-ups with participants to ensure proper knowledge transfer and application on the job site.
- Provided coaching and mentoring to employees.
Catering Supervisor
Aramack of FedEX
Memphis, TN
09.2007 - 11.2009
- Supervised and coordinated catering staff to ensure optimal service delivery.
- Developed and implemented efficient scheduling processes for events and staff assignments.
- Managed inventory control, reducing waste through effective ordering practices.
- Trained and mentored new employees on service standards and food safety protocols.
- Collaborated with clients to customize menus based on dietary preferences and event themes.
- Enhanced customer satisfaction by addressing feedback and resolving service issues promptly.
- Managed a team of catering staff members, ensuring proper training and adherence to company standards for quality service.
- Conducted regular performance evaluations of catering staff members, identifying areas for improvement and opportunities for growth.
Education
Bachelor of Science - Business Administration
Colorado Technical College
Colorado Springs, CO01-2025
Skills
- Data collection
- Customer relationship management (CRM)
- Active listening
- Prioritization
- Complaint handling
- Complaint resolution
- Computer proficiency
- Account management
- Microsoft outlook
- Order fulfillment
- Professional telephone demeanor
- Process optimization
- Staff education and training
- Report preparation
- Problem-solving
Timeline
Customer Service Advocate
Midsouth Medical & Mobility
04.2019 - Current
Assistant District Manager
Jackson Hewitt Tax Service
01.2011 - Current
Catering Supervisor
Aramack of FedEX
09.2007 - 11.2009
Certified Trainer
Olive Garden Restaurant
07.2003 - 12.2014
Bachelor of Science - Business Administration
Colorado Technical College