- Experimenting with different creative mediums, like small model building, art, and cross-stitching, to expand skills and techniques
- Reading
- Puzzles
Jeremy Noel
Neosho
Summary
Motivational leader and organizational problem-solver with advanced management, team building, and optimization skills with a strong focus on customer experience. Experience stepping into roles and quickly making positive changes to drive company success through process improvements and enhancements. Focused on using training, monitoring, and morale-building techniques to maximize employee engagement and performance.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior Manager, Quality and Process Improvement
Scholastic, Inc.
06.2023 - Current
- Led teams to implement strategic initiatives, enhancing operational efficiency and project outcomes.
- Streamlined workflow processes, reducing bottlenecks and improving service delivery time across departments.
- Collaborated with stakeholders to identify opportunities for process improvement, driving innovation and cost savings.
- Oversaw budget management, ensuring resource allocation aligned with organizational goals and priorities.
- Developed and implemented workforce management strategies to optimize staff scheduling and resource allocation.
- Utilized advanced WFM software to forecast demand and adjust staffing levels accordingly, ensuring optimal coverage.
- Evaluated key performance indicators to drive accountability and maintain high service quality across operations.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
Customer Service Manager
Scholastic, Inc.
01.2016 - 05.2023
- Lead a team of four to five supervisors across several business departments that contain a hundred-plus agents
- Evaluated and completed employee job performance reviews while providing development and motivation.
- Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Managed and lead optimization projects to improve efficiency and reduce costs
- Reviewed and assisted with department workforce planning to ensure appropriate coverage to meet business needs
- Ensured departments were in line with SLA goals and communicated KPIs to business partners
- Continuously reviewed, managed, and updated processes to maximize agent and customer satisfaction
Customer Service Supervisor
Scholastic Inc.
05.2014 - 01.2016
- Managed a team of 20-30 customer service agents, both seasonal and full-time.
- Provided day-to-day leadership to cultivate an environment that exemplified company values.
- Assessed team member performances by delivering one-on-one coaching to promote better service.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Interviewed and hired staff to meet company objectives.
- Monitored phone calls, emails, and chats to promote better service and provide feedback.
Customer Service Agent
Scholastic, Inc.
08.2009 - 05.2014
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Managed high-volume of inbound customer calls, emails, and chats.
- Utilized active listening and communication skills to address customer inquiries.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Investigated and solved routine and complex customer issues to earn repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Education
Bachelor of Arts - Communications
Southern New Hampshire University
Hooksett, NH07-2022
Associate of Arts - Business Administration
Crowder College
Neosho, MO05-2013
High School Diploma -
Neosho High School
Neosho, MO05-2010
Skills
- Verbal and Written Communication
- Call Center Operations
- Continuous Improvement
- Talent Development
- Team Building and Leadership
- Problem-Solving
- Strategic planning
- Data-driven decision making
- Documentation and Reporting
- Cost Control
- Performance Tracking and Evaluation
Accomplishments
- Lead and implemented a complete Contact Center tech stack overhaul to Salesforce ServiceCloud start to finish in 13 months with no downtime or customer impact
- Implemented a new Workforce Management software across 6+ business units and more than 300+ agents
- Analyzed and drove labor improvements reducing labor cost by more than $500k in less than two years
- Lead and implemented automation projects in coordination with a Robotic Process Automation team that helped reduce manual order creation by 30%
- Piloted Sales department that generated over $1 million in revenue
- Implemented various process improvements throughout the customer service team such as smartsheet forms, knowledge base updates, natural language processing, bots, etc.
Affiliations
- Board Member, United Fund of Newton County (2018 - 2022)
- Board Member, Bright Futures of Neosho (2023-Current)
Certification
- Process Improvement Training - 2023
- CPR/AED Certified, Red Cross - 2023
- KidAware, SuperAweome -2022
Interests
Timeline
Senior Manager, Quality and Process Improvement
Scholastic, Inc.
06.2023 - Current
Customer Service Manager
Scholastic, Inc.
01.2016 - 05.2023
Customer Service Supervisor
Scholastic Inc.
05.2014 - 01.2016
Customer Service Agent
Scholastic, Inc.
08.2009 - 05.2014
Associate of Arts - Business Administration
Crowder College
High School Diploma -
Neosho High School
Bachelor of Arts - Communications
Southern New Hampshire University