Jayr - Support Operations Supervisor at Onyx Center Source

Skilled in leading, coaching, and motivating teams to achieve operational and sales targets.

Proven ability to enhance customer satisfaction through effective team guidance and process improvements.

Experienced in identifying inefficiencies and implementing solutions to streamline operations.

Expertise in setting performance goals, conducting reviews, and fostering continuous improvement.

Supervise and coach 25+ front-line representatives in delivering exceptional customer experiences and achieving individual and team sales goals., Partner with workforce management and HR to optimize shift planning, onboarding, and performance management., Lead customer experience initiatives that contributed to a 8% improvement in NPS (Net Promoter Score) over two years, vs 2023 and 2024 results.

Conducted administrative processes; planning, assigning, and directing work; appraising performance; setting development and performance goals and expectations; as well as handling hiring and disciplinary actions as needed., Established KPI objectives to increase productivity and exceed company goals (Service Level – Abandon – ASA – In Queue – AHT – Occupancy - call time, wrap time, repeated calls, etc.)., Trained to lead over completion of a new level of training in customer Service and Call Monitoring, prior to the end of nesting and learning curve period, 75% of employees maintained a customer satisfaction rating above 85%., Interviewed, hired, and trained sales and customer service staff.

Led a team of 18 Customer Experience Representatives supporting inbound calls from NAM., Conducted regular 1:1s, performance reviews, and coaching sessions to drive team improvement., Collaborated with Sales and Product teams to ensure smooth client transitions and resolve escalations.