Jamie Dowling
Contact Center Manager at Goodwill Industries of Middle Tennessee, Inc.- Claim this Profile
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Bio
Scot Warpool
In my various interactions and business associations with Jamie Dowling, I have seen a determined commitment to serving our clients, colleagues and the mission of our organization. Her dedication to providing excellence in client advocacy, instructor-led training and course development is exceptional in the modern workplace. Her ability to develop rapport across all levels of management, and address the needs of a diverse client base has proven her worth in achieving our goals to serve the most vulnerable members of our community in the areas of training, coaching and job placement. Jamie’s ability to leverage her experience to create custom solutions in customer service, project collaborations or classroom instruction will make her a valuable asset to any organization.
Scot Warpool
In my various interactions and business associations with Jamie Dowling, I have seen a determined commitment to serving our clients, colleagues and the mission of our organization. Her dedication to providing excellence in client advocacy, instructor-led training and course development is exceptional in the modern workplace. Her ability to develop rapport across all levels of management, and address the needs of a diverse client base has proven her worth in achieving our goals to serve the most vulnerable members of our community in the areas of training, coaching and job placement. Jamie’s ability to leverage her experience to create custom solutions in customer service, project collaborations or classroom instruction will make her a valuable asset to any organization.
Scot Warpool
In my various interactions and business associations with Jamie Dowling, I have seen a determined commitment to serving our clients, colleagues and the mission of our organization. Her dedication to providing excellence in client advocacy, instructor-led training and course development is exceptional in the modern workplace. Her ability to develop rapport across all levels of management, and address the needs of a diverse client base has proven her worth in achieving our goals to serve the most vulnerable members of our community in the areas of training, coaching and job placement. Jamie’s ability to leverage her experience to create custom solutions in customer service, project collaborations or classroom instruction will make her a valuable asset to any organization.
Scot Warpool
In my various interactions and business associations with Jamie Dowling, I have seen a determined commitment to serving our clients, colleagues and the mission of our organization. Her dedication to providing excellence in client advocacy, instructor-led training and course development is exceptional in the modern workplace. Her ability to develop rapport across all levels of management, and address the needs of a diverse client base has proven her worth in achieving our goals to serve the most vulnerable members of our community in the areas of training, coaching and job placement. Jamie’s ability to leverage her experience to create custom solutions in customer service, project collaborations or classroom instruction will make her a valuable asset to any organization.
Credentials
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Microsoft Office 2010
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Experience
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Goodwill Industries of Middle Tennessee, Inc.
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United States
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Non-profit Organization Management
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200 - 300 Employee
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Contact Center Manager
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Aug 2017 - Present
• Hiring, training, coaching, and leading call center representatives as they provide support for customers.• Assist other management team members in identifying trends and establishing overall company goals.• Complete new hire orientation, on-boarding, payroll, and benefit options and other basic HR functions for employees. • Prepare reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.• Interview and select new candidates for the training program.• Assist in implementing new company policies and procedures.
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Operations Trainer/Recruiter
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Jan 2017 - Aug 2017
• Provide both theoretical and practical/hands-on training to retail operations team members both in a classroom setting and in the retail team members’ designated work environment.• Provide feedback to assist in the creation of performance improvement goals and the development of training tools.• Provide a full array of case management services with an outcome focus on career development and reparation, employment, job retention, career advancement, homeownership, and strengthen family relationships and functioning.• Ensure that employees and clients are linked with the resources and support necessary to address and resolve barriers to self-sufficiency, with community agencies, strategic partners, and community resources within the capacity of resource broker.• Coordinate and schedule plan reviews with the employee community agencies, and strategic partners as needed to achieve self-sufficiency.
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Career Solutions Trainer/Recruiter
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Aug 2013 - Jan 2017
• Develop, implement, and monitor training in established programs to ensure client success as they pursue the path to employment. • Conduct general training in Digital Literacy (Online Job Search, Computer Basics and Resume), Microsoft Office (Excel, Word and PowerPoint), Job Readiness, National Retail Federation/Customer Service and Sales, and TABC Safe Alcohol Serving. • Develop and maintain up-to-date training materials, assisting in the development of client training programs, train-the-trainer sessions, and company-wide professional development.
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Office Administrator
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Jan 2013 - Aug 2013
• Provided administrative support to the retail store manager. • Oversaw filing of documents, handled mail for assigned location, maintenance of office supplies, and composition of cumulative reports. • Responsible for the day-to-day operations for administrative functions such as Retail, Donations, Accounting, HR and Loss Prevention inspections, reports and paperwork.
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Waste Connections
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United States
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Environmental Services
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700 & Above Employee
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Customer Service Representative
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Aug 2011 - Jul 2012
• Worked in conjunction with other departments to resolve customer disputes and demonstrated the ability to become proficient in the use of proprietary operational systems. • Filled out contract forms, determined charges for service requests, collected deposits, prepared change of address records and issued discontinuance orders. • Demonstrated effective use of software applications. • Worked in conjunction with other departments to resolve customer disputes and demonstrated the ability to become proficient in the use of proprietary operational systems. • Filled out contract forms, determined charges for service requests, collected deposits, prepared change of address records and issued discontinuance orders. • Demonstrated effective use of software applications.
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Education
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2006 - 2008
Austin Peay State University
Master of Arts (MA), Elementary Education and Teaching -
2002 - 2006
University of Tennessee-Knoxville
Bachelor of Arts (BA), Mass Communication/Media Studies
Community
