Natalie Jackson
Summary
Dynamic and results-driven professional with a proven track record of success in auditing, real estate, and call center management. Experiences in inventory management, customer service, and project leadership, with a strong focus on achieving business objectives and exceeding performance targets. Skilled in team leadership, scheduling optimization, and performance coaching, with a commitment to driving continuous improvement and delivering exceptional results. Conversationally fluent in Spanish, with demonstrated proficiency in cross-cultural communication and relationship-building. Eager to leverage diverse expertise and leadership abilities to contribute to organizational success in a dynamic and fast-paced environment.
Overview
6
6
years of professional experience
Work History
Supervisor
Telecontacto
San Juan, PR
10.2023 - Current
- Oversee and manage a team of 90 call center agents, ensuring adherence to performance standards and achieving key performance indicators (KPIs)
- Update agents' schedules to optimize staffing levels and ensure adequate coverage during peak call times
- Provide coaching and feedback to agents to improve performance and achieve individual and team goals
- Develop and implement performance improvement plans (PIPs) for agents who require additional support
- Monitor agents' calls and the floor to ensure quality assurance and compliance with company policies and procedures
- Generate and distribute memos and communications to agents regarding updates, policy changes, and performance expectations
- Approve agents' payroll using ADP software, ensuring accuracy and timeliness of payments
- Track attendance and manage scheduling adjustments to maintain operational efficiency
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes
Lead Volunteer
Paradise Rescue/Luquillo Safe Haven
Luquillo, PR
01.2022 - Current
- Supervise and train other volunteers in dog care and shelter operations, ensuring the smooth operation of daily activities
- Clean and maintain the shelter facility, including animal enclosures, food and water bowls, and common areas
- Walk, feed, and provide exercise and enrichment activities for shelter dogs, helping to maintain their physical and emotional well-being
- Collaborate with shelter staff and management to develop and implement policies and procedures to improve shelter operations and animal care
- Increase volunteer retention by establishing a supportive network and recognizing individual contributions regularly
Lead Stocker
Monkey Threads
Luquillo, PR
03.2022 - 12.2023
- Maintained inventory levels by stocking and organizing merchandise on shelves, racks, and displays
- Enhanced inventory management by implementing efficient stock rotation and storage procedures
- Increased sales revenue through maintaining optimal stock levels and timely replenishment of high-demand products
- Received and processed new merchandise shipments, ensuring accuracy and timely placement on the sales floor
- Assisted customers with their purchases, providing product recommendations and helping them find sizes and styles
- Collaborated with the sales team and management to meet sales goals and exceed customer expectations
Real Estate Assistant
R&R Realty
Juno Beach, FL
08.2021 - 03.2022
- Managed and organized paperwork, contracts, and legal documents
- Handled phone calls, emails, and inquiries from clients and potential buyers or renters
- Assisted with property research and conducting property searches based on client criteria
- Conducted market research and analyzed data to provide insights on property values and trends
- Managed financial records, expense reports, and invoices and assisted with budgeting and financial planning
Digital Assurance & Transparency Associate
PricewaterhouseCoopers
Tampa, FL
07.2019 - 08.2021
- Selected by senior management to lead a high-profile client project, piloting a new program that had not been previously implemented, and serving as the sole associate responsible for all tasks and deliverables, with oversight from a senior team member
- Conducted controls testing and risk assessments for clients in various industries, ensuring compliance with regulatory requirements and company policies
- Developed and maintained relationships with clients, providing guidance and support on controls and risk management issues
- Identified areas of potential risk and weakness in client operations, recommending solutions to improve overall efficiency and effectiveness
- Utilized data analytics tools and techniques to identify anomalies and potential fraud
- Developed and maintained relationships with clients, providing guidance and support on controls and risk management issues
Sales Associate
Follett
Tallahassee, FL
11.2017 - 07.2019
- Assisted students and faculty with course materials, providing recommendations and guidance to ensure they had the resources they needed to succeed
- Processed orders and shipments of textbooks and course materials, ensuring timely and accurate delivery to customers
- Maintained accurate inventory records and performed regular stock checks to ensure adequate levels of course materials and merchandise were available to customers
- Assisted in the training and mentoring of new sales associates, ensuring they were properly trained and equipped to provide excellent customer service
Education
Bachelors Of Science In Finance -
Florida State University
Tallahassee, FL05.2019
Skills
- Call Center Management
- Team Leadership and Supervision
- Performance Coaching and Improvement
- Scheduling Optimization
- Quality Assurance and Compliance
- Policy Development and Implementation
- ADP Payroll Management
- Strong Communication and Interpersonal Skills
- Problem-Solving and Decision-Making
- Staff Management
- Inventory Control
- Data Analytics
Languages
English
Native language
Spanish
Upper intermediate
B2
Timeline
Supervisor
Telecontacto
10.2023 - Current
Lead Stocker
Monkey Threads
03.2022 - 12.2023
Lead Volunteer
Paradise Rescue/Luquillo Safe Haven
01.2022 - Current
Real Estate Assistant
R&R Realty
08.2021 - 03.2022
Digital Assurance & Transparency Associate
PricewaterhouseCoopers
07.2019 - 08.2021
Sales Associate
Follett
11.2017 - 07.2019
Bachelors Of Science In Finance -
Florida State University
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