Geornecia Jackson
@georneciajackson
Dynamic remote professional specializing in customer support and team leadership.
United StatesWhat I'm looking for
I am a dynamic and highly motivated remote professional with over 6 years of progressive work-from-home experience. My expertise lies in customer support, virtual operations, team leadership, and inventory control. I have a proven track record of managing and coaching remote teams, implementing process improvements, and delivering consistent results under minimal supervision.
In my current role as a Virtual Operations Supervisor at Novus Support Solutions, I successfully managed a team of 18 remote customer service agents, leading to a remarkable 35% increase in team productivity and a 40% improvement in first-contact resolution rates. I am known for my superior communication skills and tech-savvy adaptability, which have allowed me to spearhead initiatives that enhance productivity and efficiency in remote environments.
Experience
Work history, roles, and key accomplishments
Virtual Operations Supervisor
Novus Support Solutions
Mar 2022 - Present (3 years 4 months)
Managed and coached a team of 18 remote customer service agents, leading to a 35% increase in team productivity and a 40% improvement in first-contact resolution rates. Coordinated training, scheduling, and performance evaluations for virtual employees.
Remote Customer Support Lead
DirectLine Services
Feb 2020 - Feb 2022 (2 years)
Served as the escalation point for customer inquiries, resolving over 300+ complex service issues monthly with a 98% satisfaction rating. Provided mentoring to 6 junior agents, helping them meet or exceed KPIs for 5 consecutive quarters.
Data Entry and Virtual Assistant Specialist
Freelance/Independent Contractor
Jun 2019 - Jan 2020 (7 months)
Supported clients in scheduling, email management, calendar coordination, and digital document preparation. Maintained high accuracy (99.8%) while entering and updating large volumes of customer data into various CRM systems.
Education
Degrees, certifications, and relevant coursework
Locust Grove High School
High School Diploma, General Studies
2013 - 2017
Completed high school education, earning a diploma. Focused on a comprehensive curriculum to prepare for further academic and professional pursuits.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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