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Jeremy Chant

Jeremy Chant

Training and quality manager

APAC Customer Services

Glendale, AZ

Training and quality Manager at APAC Customer Services

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APAC Customer Services

Training and quality Manager

Successfully manage the Training and Quality department with a dispersed employee population. Provide leadership, mentoring and customer issue resolution,Enhanced the quality monitoring evaluation methodology, including forms, calibration, and feedback process. Develop and manage a team that maintains positive customer experiences , coordinates with various functions within the company to ensure customer requests are handled appropriately, and in a timely manner. Assure regular and consistent calibrations across locations.Spearheaded analysis, design, and development initiatives related to the new-hire, refresher, and staff development training needs of Call Center representatives; while recommending appropriate learning and job support solutions.

Career medium 03
Career
Career medium 03

Bunkhouse bar and grill

General manager

Responsible for daily operations including recruiting , and training . Organize staff schedules and ensure compliance with state beverage laws . Inventory control with daily profit and loss reporting . Create promotions and incentives for customers and staff to ensure profitability and sales goals were met. Effectively communicated with staff and customers . Created policy and procedures to improve efficiency . Motivated and encouraged team in weekly staff meetings . Responsible for handling vendor accounts including staff payroll .

Career

WorldCom

Team manager

Successfully managed the activities of 75 team members , while developing and implementing programs to maximize the customer experience . Owned team productivity key performance indicators .Interviewed, hired and trained new quality customer service representatives.Routinely prepared and evaluated CRM reports to identify problems and areas for improvement.Effectively managed departmental expenses to stay within allocated budget.Provided detailed monthly departmental reports and updates to senior management.Provided a high level of product and leadership support to representatives and clients.Effectively communicated with team members to maintain clearly defined expectations.Developed and implemented policies, procedures and process improvement initiatives to improve retention rates and increase customer satisfaction.Spearheaded the company engagement team focusing on employee incentive programs and promoting a postive work experience .

Career medium 01
Career
Career medium 01

Tricon

General manager

Optimized profits by controlling food, beverage and labor costs on a daily basis.Developed and maintained exceptional customer service standards.Scheduled and directed staff in daily work assignments to maximize productivity.Conducted daily pre-shift and weekly departmental meetings to ensure organizational efficiency.Carefully prepared weekly payroll to keep up with projected revenue for the week.Managed accounts payable, accounts receivable and payroll.Communicated well and used strong interpersonal skills to establish positive relationships with guests and employees.Built sales forecasts and schedules to reflected desired productivity targets.Assigned tasks and oversaw the direction of employees to ensure compliance with food safety procedures and quality control guidelines.

Career

The John Marshall

General Studies