Summary
Overview
Work History
Education
Skills
Timeline
Generic

Alex Jones

Louisville

Summary

Efficient operations leader with a proven track record at Citigroup, enhancing customer satisfaction through performance analysis and staff training. Skilled in operational efficiency and fostering positive team environments, I drive continuous improvement initiatives and ensure adherence to policies, resulting in elevated service quality and team productivity.

Overview

11
11
years of professional experience

Work History

Area Operations Manager

Citigroup: Citi Cards
04.2005 - 08.2012
  • Enhanced customer satisfaction through focused staff training and regular performance evaluations.
  • Provided ongoing support to team members during times of organizational change or restructuring efforts.
  • Monitored and analyzed performance data, identifying areas of improvement and developing corrective action plans.
  • Boosted team morale and productivity by fostering a positive work environment and offering regular feedback.

Director of Call Center Operations

Humana
06.2001 - 09.2003
  • Drove continuous improvement initiatives by analyzing key performance indicators and implementing necessary changes.
  • Conducted regular audits of calls handled by representatives in order to ensure adherence to internal policies as well as external regulatory requirements.
  • Enhanced customer satisfaction by implementing efficient call center operations strategies.
  • Oversaw financial management, including budgeting, forecasting, and expense tracking for the call center department.

Education

Bachelor of Arts - Communications

University of Louisville
Louisville, KY
05-1988

Skills

  • Performance analysis
  • Excellent interpersonal skills
  • Operational efficiency
  • Standard operating procedures

Timeline

Area Operations Manager

Citigroup: Citi Cards
04.2005 - 08.2012

Director of Call Center Operations

Humana
06.2001 - 09.2003

Bachelor of Arts - Communications

University of Louisville
Alex Jones