Jenika Woods

Application Support Specialist at AAA Ohio Auto Club
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Contact Information
us****@****om
(386) 825-5501
Location
Columbus, Ohio, United States, US

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Credentials

  • ITIL Foundation 4
    New Horizons
    Nov, 2021
    - Oct, 2024

Experience

  • AAA Ohio Auto Club
    • Application Support Specialist
      • May 2015 - Present

      Monitor and support software applications Troubleshoot basic software incidents and resolve them Utilize Help Desk software to track customer issues on software products Install software applications on desktops Work with third party program developers to ensure the maximum use of applications Collaborate with Management regarding technical support of application tools Utilize IT Services change control procedures Monitor and support software applications Troubleshoot basic software incidents and resolve them Utilize Help Desk software to track customer issues on software products Install software applications on desktops Work with third party program developers to ensure the maximum use of applications Collaborate with Management regarding technical support of application tools Utilize IT Services change control procedures

    • Call Center Manager
      • Jan 2012 - Jan 2015

      Oversee the complete operations of A 24 hour emergency road service call center.Responsible for the training, developing, and managing of call center staff through delegation of formaltraining class.Monitor quality standard scores and metrics of the call center to ensure quality standards are metEnsure call center is adequately staffed at all timesAdminister detailed performance reviews and coaching of the staffResolve escalated phone calls that rise to manager level.Conduct monthly employee staff meetings and analyze team performance to increase customersatisfaction. Show less

    • Assistant Manager
      • Jan 2007 - Jan 2012

      Assists in coaching and handling disciplinary actions for employees.Employee scheduling and determined the appropriate staff levels needed.Assist with interviews and hires potential CSR employees.Served as Technical advisor with data processing as needed.

    • Shift Supervisor
      • Jan 2000 - Jan 2007

      Supervised and lead a team of 30-40 CSR/Dispatchers in a 24/7 emergency services operationMonitored Operator performance metrics, which included attendance, call quality, member satisfaction ratings, call handle times, and agent productivity.Provided additional monitoring and coaching for those who were experiencing production deficiencies.

    • Customer Service Representative
      • Sep 1998 - Jan 2000

      Handled incoming emergency customer requestsCollected and processed customer information to get quick and accurate response for emergency services as needed.Used scripting and triage in order to determine the best response to customer needs.

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