JeNelle H.
Quality Analyst Trainer at ICANN- Claim this Profile
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Bio
Kimberly Bradford
JeNelle is one of the brightest, most talented people I've had the pleasure of working with. I worked with JeNelle for over 2 years at the Corporate Office for Irvine Company in the Apartments Communities Division. During that time, I found JeNelle to always be eager to offer assistance to any of her colleagues at any time. She is a hard worker with a genuine commitment to excellence, a strong team leader and team player. She encouraged all those around to go above and beyond with her contagious positivity and enthusiasm. She is highly skilled at active listening and creative problem solving, which made her an excellent Quality Assurance Supervisor. She is extremely focused in her role and very other centered, always putting others and the success of the company first. She lives our company's core values each and every day and is a role model for all those around her. I believe JeNelle would be a valuable asset to any company that is fortunate enough to work with her.
Charlie S.
I had the pleasure of working with JeNelle at the Irvine Company in the Apartments Division. I've always known her to be a hard worker, always on top of her responsibilities and playing a big part in assisting others! Every time that I saw her in the building, she was always smiling...a testament to her undying positivity and enthusiasm! I am confident that she will be a huge asset to her team, no matter where she is!
Kimberly Bradford
JeNelle is one of the brightest, most talented people I've had the pleasure of working with. I worked with JeNelle for over 2 years at the Corporate Office for Irvine Company in the Apartments Communities Division. During that time, I found JeNelle to always be eager to offer assistance to any of her colleagues at any time. She is a hard worker with a genuine commitment to excellence, a strong team leader and team player. She encouraged all those around to go above and beyond with her contagious positivity and enthusiasm. She is highly skilled at active listening and creative problem solving, which made her an excellent Quality Assurance Supervisor. She is extremely focused in her role and very other centered, always putting others and the success of the company first. She lives our company's core values each and every day and is a role model for all those around her. I believe JeNelle would be a valuable asset to any company that is fortunate enough to work with her.
Charlie S.
I had the pleasure of working with JeNelle at the Irvine Company in the Apartments Division. I've always known her to be a hard worker, always on top of her responsibilities and playing a big part in assisting others! Every time that I saw her in the building, she was always smiling...a testament to her undying positivity and enthusiasm! I am confident that she will be a huge asset to her team, no matter where she is!
Kimberly Bradford
JeNelle is one of the brightest, most talented people I've had the pleasure of working with. I worked with JeNelle for over 2 years at the Corporate Office for Irvine Company in the Apartments Communities Division. During that time, I found JeNelle to always be eager to offer assistance to any of her colleagues at any time. She is a hard worker with a genuine commitment to excellence, a strong team leader and team player. She encouraged all those around to go above and beyond with her contagious positivity and enthusiasm. She is highly skilled at active listening and creative problem solving, which made her an excellent Quality Assurance Supervisor. She is extremely focused in her role and very other centered, always putting others and the success of the company first. She lives our company's core values each and every day and is a role model for all those around her. I believe JeNelle would be a valuable asset to any company that is fortunate enough to work with her.
Charlie S.
I had the pleasure of working with JeNelle at the Irvine Company in the Apartments Division. I've always known her to be a hard worker, always on top of her responsibilities and playing a big part in assisting others! Every time that I saw her in the building, she was always smiling...a testament to her undying positivity and enthusiasm! I am confident that she will be a huge asset to her team, no matter where she is!
Kimberly Bradford
JeNelle is one of the brightest, most talented people I've had the pleasure of working with. I worked with JeNelle for over 2 years at the Corporate Office for Irvine Company in the Apartments Communities Division. During that time, I found JeNelle to always be eager to offer assistance to any of her colleagues at any time. She is a hard worker with a genuine commitment to excellence, a strong team leader and team player. She encouraged all those around to go above and beyond with her contagious positivity and enthusiasm. She is highly skilled at active listening and creative problem solving, which made her an excellent Quality Assurance Supervisor. She is extremely focused in her role and very other centered, always putting others and the success of the company first. She lives our company's core values each and every day and is a role model for all those around her. I believe JeNelle would be a valuable asset to any company that is fortunate enough to work with her.
Charlie S.
I had the pleasure of working with JeNelle at the Irvine Company in the Apartments Division. I've always known her to be a hard worker, always on top of her responsibilities and playing a big part in assisting others! Every time that I saw her in the building, she was always smiling...a testament to her undying positivity and enthusiasm! I am confident that she will be a huge asset to her team, no matter where she is!
Credentials
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Powerless to Powerful: Taking Control
LinkedInSep, 2023- Nov, 2024 -
CERT Emergency - Train the Trainer
California Governor's Office of Emergency ServicesAug, 2022- Nov, 2024 -
P.O.S.T. Public Safety Dispatch
State of California SafetyApr, 2008- Nov, 2024 -
C.E.R.T. Community Emergency Response Team
Brea Fire DepartmentJan, 2020- Nov, 2024
Experience
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ICANN
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United States
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Technology, Information and Internet
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300 - 400 Employee
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Quality Analyst Trainer
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Feb 2022 - Present
Assess quality aspects related to performance of individuals within the global ICANN org external support functions & provide ongoing coaching & feedback to drive continuous process improvement. Monitor global inbound & outbound calls, email communications, & case comments. Analysis of these channels with result in ongoing assessment of Global Support team member demeanor, technical accuracy, customer service performance, & conformity to company policies & procedures. Assist & lead efforts in survey design, implementation, reporting survey results, provide training & continuous development on difficult customer interactions. Further, define, promote & evolve a shared definition of quality level of team member performance, as well as develop & monitor the effectiveness of escalation procedures for the Global Support Team. Quality Assurance • Lead global QA calibration sessions with management to ensure consistent delivery of brand & compliance with all regulations. • Conduct monthly audits for compliance; report on results & develop action plans for continuous improvement. • Perform call monitoring, case review, & provides trend data to management team. • Coordinate & facilitate communication calibration sessions for the Global Support Team. • Participate in the design & ongoing evolution of verbal and written communication formats & quality standards. Coaching & Training • Identify future & current training needs based on Global Support Team goals, assessing quality performance & data analysis. • Monitor and evaluate the training program’s effectiveness & recommend changes. • Ensure all training is consistent with desired behavior & ICANN brand, policies & procedures. • Develop effective evaluation & testing procedures once training has been administered • Ensure all training curricula are taught to new hires & tenured staff in a standardized & consistent manner. • Provide ongoing feedback & coaching of quality results to the Global Support Team. Show less
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Southern California Edison (SCE)
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United States
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Utilities
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700 & Above Employee
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Real Estate & Facilities Specialist Land & Forest Management
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Oct 2018 - Feb 2022
Manage 2 counties, 72 cities fee & easement property and/or performs transactions involving the lease, licensing, permits, consents, for third party development, use, exchange, settlement and/or protection of Company-owned real property assets and rights. Steward of electric asset records, real property interests and information by safely providing exceptional and reliable products and services through innovative solutions advancing the grid for the future in partnership with communities. Develops and negotiates the administration of contracts/agreements and amendments to contracts/agreements involving right-of-way, land use, and easements of Company-owned real property assets and rights as required. Maximizes revenue for the Company by coordinating the marketing of the asset(s), ascertaining the highest and best use, negotiating the contract, and making recommendations for contract awards of minor to moderate value. Establishes and maintains positive working relationships with clients, customers and representatives of governmental agencies as well as Corporate managers, supervisory and non-supervisory personnel. Participates in property rights and feasibility studies, forecasts, trend studies, and revenue projections. Reviews and analyzes the potential impact of local, state, and federal regulation decisions. Show less
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Irvine Company
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United States
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Real Estate
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700 & Above Employee
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Quality Assurance Supervisor
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Oct 2015 - Jul 2018
• Measured employee performances by monitoring telephonic recorded interactions utilizing standardized scoring analytics for real estate industry.• Aggregate scoring results, conducting analysis and processing raw data into a presentable format to provide critical insight into customer service performance.• Analyzed 3% recorded call data, 800 calls on average individually = 98% correlated alignment. • Lead and conducted weekly calibration meetings and workshops for call analytic reports.• Elected Core Value Motivational Ambassador for corporate culture initiative for 2 years• Analytical listening for opportunities to create process improvements, service trends, pain points and best practices.• Facilitated and organized weekly to monthly and ongoing new hire training through PowerPoint, mock-call scenarios with hands-on training for any organizational change.• Provided structured and timely recommendations; verbal and/or written feedback to Quality Manager, Customer Resource Center Leadership, and Operations.• Coordinated recognition programs with Vice President for call-handling successes of call performances. Show less
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Customer Service Representative
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Apr 2014 - Oct 2015
• Handled incoming maintenance and customer service complaints by phone, email, online chat.• Led, trained and developed all new hires = 17 new members • Attained a record of most in-bound and out-bound calls in one day = 382 calls total.• Demonstrated ability to work in a team environment, support team to exceed customer expectations and goals.• Utilize computer systems to manage customer details and ensure the accuracy of data on a consistent basis.• Learn and follow Fair Housing guidelines and laws.• Maintain company’s customer service standards while embodying the mission, the vision, and values. Show less
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Community Administrator
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Jul 2013 - Apr 2014
• Provided the highest level of customer service at all times internally and externally• Conducted urgent quick response time for resident relations issues• Interface with maintenance personnel, headquarters and vendors as assigned to ensure business continuity • Received February “WOW Story” for customer service recognition
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Hoag Health System
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Hospitals and Health Care
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700 & Above Employee
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Bed Tracking Coordinator EVS Support Sevices
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Jul 2011 - Jul 2013
Shift lead bed tracker.
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Dispatcher
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Aug 2010 - Jul 2011
Patient Transport Dispatcher - Answer phones for 2 hospitals for engineering, patient transfer requests
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In-N-Out Burger
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United States
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Restaurants
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700 & Above Employee
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Level 4 Associate
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Aug 2008 - Jun 2011
• Multitask duties in a high volume work environment • Maintained location cleanliness, proper uniform attire and customer service satisfaction • Multitask duties in a high volume work environment • Maintained location cleanliness, proper uniform attire and customer service satisfaction
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AmeriCare Ambulance
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Compton, California, United States
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Dispatcher
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Aug 2009 - May 2010
• Operated two way radios with sense of urgency and priority while relaying information between hospital staff and field operators • Professionally and effectively handled high call volume while multi-tasking data entry and radio operations • Expertly operated communication console for outbound and inbound calls • Operated two way radios with sense of urgency and priority while relaying information between hospital staff and field operators • Professionally and effectively handled high call volume while multi-tasking data entry and radio operations • Expertly operated communication console for outbound and inbound calls
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Hart Community Homes
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Orange, CA
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Group Home Manager
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May 2009 - Sep 2009
• Met with County and State advisors, social workers and clinicians for monthly client reviews • Set medical appointments for up to 6 teenage male clients, one-on-one support and mentorship • Followed Title 22 Regulations, conducted client supervision and administered medication • Met with County and State advisors, social workers and clinicians for monthly client reviews • Set medical appointments for up to 6 teenage male clients, one-on-one support and mentorship • Followed Title 22 Regulations, conducted client supervision and administered medication
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Cintas Document Management
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Rancho Dominguez, CA
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Office Manager Human Resource Representative
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Nov 2006 - Nov 2007
• Administration of Accounts Receivable and Accounts Payable and managed three direct reports • Calculated Payroll and prepared monthly financial reports to corporate office • Responsible for new hire employee orientation and training, internal and external customer service • Administration of Accounts Receivable and Accounts Payable and managed three direct reports • Calculated Payroll and prepared monthly financial reports to corporate office • Responsible for new hire employee orientation and training, internal and external customer service
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Olive Crest - Strong Families, Safe Kids
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United States
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Non-profit Organizations
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400 - 500 Employee
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Executive Assistant
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Aug 2001 - Oct 2006
• Facilitator for daily care of at-risk youth which included teaching life skills, school assistance and medical treatments • Responsible for setting up vendor appointments, accounts receivable and secretarial duties for Orange County facilities • Executive assistant for Properties which included inventory of donations and assignment of maintenance for location property and equipment • Facilitator for daily care of at-risk youth which included teaching life skills, school assistance and medical treatments • Responsible for setting up vendor appointments, accounts receivable and secretarial duties for Orange County facilities • Executive assistant for Properties which included inventory of donations and assignment of maintenance for location property and equipment
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Education
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2013 - 2016
California State University-Long Beach
Bachelor's degree, Industrial and Organizational Psychology -
2016 - 2019
UC Irvine
Strategic Leadership Development -
1997 - 2002
Fullerton College
Associate of Arts (A.A.), Liberal Arts and Sciences/Liberal Studies -
2008 -
Rio Hondo College
POST Disptach Certification
Community
