Derfsenoj30 Jones

Resourceful and proactive professional with expertise in customer service, online coaching, and team supervision within diverse settings. An expert in application support to minimize downtime and boost user experience. Proficient in recruitment with a proven history of building a high-performing team of up to 25 staff in supervisory roles. An adaptable professional with a proven track record of meeting and exceeding performance expectations in fast-paced work settings.

Custodial Services Supervisor - PrimeFlight Aviation - Greer, SC

(2022-08)

• Supervise daily operations by leading a team of 10 staff members to meet service expectations and maintain high service standards
• Improve customer satisfaction ratings by 50% by leveraging organizational skills to address client concerns and complaints timely
• Perform budget and P&L analysis using Power BI reporting, depicting the financial performance of custodial services accurately
• Execute recruiting, hiring, and training of new employees based on defined organizational standards and procedures to meet quality assurance standards
• Draft detailed reports by capturing and communicating service delivery metrics to the leadership team to promote informed decision-making

Online Learning Coach - SCVS - Woodruff, SC

(2021-08 - 2022-05)

• Designed interactive learning materials by incorporating multimedia presentations and creating online discussion forums to promote participation
• Upheld a 100% completion rate by evaluating program performance to identify and remediate factors leading to attrition
• Addressed student queries by resolving all support tickets daily to enhance the learning experience

Client Services Supervisor - QS1 Data Systems - Spartanburg, SC

(2012-03 - 2021-02)

• Decreased employee churn rate by 5% by optimizing resource allocation to improve operational efficiency
• Trained 20+ employees by focusing on identified skill gaps and standard operating procedures to advance professional expertise
• Accomplished multiple project executions by delivering defined metrics within the scope, schedule, and budget expectations to align with company priorities
• Fostered positive client interactions by conducting regular follow-ups on active processes to improve customer relations
• Streamlined ticket creation, tracking, and escalation processes using CRM to optimize time management
• Maintained exceptional KPI and quality scores, advancing to Level III support within 12 months faster than any previous employees

General Manager - Prime Flight - Greer, SC

(2011-01 - 2013-01)

• Built a high-performing team of 15 employees by hiring and onboarding top talent to align with organizational strategic objectives
• Increased team productivity by 10% by creating effective employee schedules to enhance workflow efficiency
• Strengthened synergy by developing and maintaining positive rapport with multiple contracted clients to uphold high-quality service delivery

Bachelor of Arts - Service Management - Ashford University

Associate - Business Management - Greenville Technical College