Jamieka Dark
Greensboro,NC
Summary
Results-driven operations and customer service leader with 8+ years of experience in customer success, call center supervision, and team leadership, transitioning into project management • Google Project Management Certified with expertise in workflow coordination, KPI tracking, stakeholder communication, and process improvement • Proven ability to lead teams, manage escalations, and improve service delivery in fast-paced environments • Currently pursuing a B.S. in Business Administration with a minor in Criminal Justice
Overview
7
7
years of professional experience
Work History
Lead Center Supervispr
Nation Safe Drivers
Boca Raton, FL
08.2024 - 02.2026
- Directed day-to-day call center operations across multiple service queues, ensuring SLA compliance, staffing coverage, and workflow continuity • Oversaw real-time queue management, workforce adjustments, and escalation routing for high-priority customer issues • Monitored and analyzed KPIs (AHT, FCR, QA scores, occupancy, service levels) and produced daily/weekly executive performance reports • Acted as escalation point for complex or unresolved customer issues, ensuring timely resolution and service recovery • Coordinated cross-functional operations between customer service, claims, and operations to resolve systemic service breakdowns • Developed and implemented advanced coaching and performance improvement frameworks for supervisors and frontline agents • Identified operational inefficiencies and led process optimization initiatives that improved customer satisfaction by 20% • Supported leadership with forecasting, staffing models, capacity planning, and operational strategy execution.
Customer Service Supervisor (Call Center)
Nation Safe Drivers
Boca Raton, FL
08.2022 - 08.2024
- Supervised daily customer service team operations and ensured adherence to company policies and service standards • Tracked and reported KPIs to evaluate team performance and identify coaching opportunities • Conducted performance reviews, coaching sessions, and corrective action planning • Managed customer escalations and ensured timely resolution of complex service issues • Assisted in training new hires and reinforcing customer service best practices • Collaborated with management to improve workflow efficiency and customer experience
- Completed bi-weekly payroll for 15+ employees.
Customer Service Manager
Priceline Logistics
Lake Worth, FL
06.2019 - 07.2022
- Coordinated logistics workflows and service operations across multiple client accounts • Reduced customer response time by 15% through process optimization and scheduling improvements • Managed client communications and ensured accurate service documentation • Led daily operational alignment meetings to ensure team accountability and goal tracking • Developed reporting systems to improve visibility into service performance metrics
Education
Associate of Science - Business Management
Keiser University
Fort Lauderdale, FLBachelor of Science - Business Administration
Southern New Hampshire University
Hooksett, NH2027
Skills
- CORE SKILLS
- Project & Operations Management
- Project Coordination
- Workflow & Process Improvement
- KPI Tracking & Performance Reporting
- Customer Experience Optimization
- Sales & Service Operations Support
- CERTIFICATIONS & TRAINING
- Google Project Management Certificate (Course)
- Leadership Development Certification
- Customer Service Excellence Training
- Conflict Resolution Workshop
- TECHNICAL SKILLS
- Microsoft Word, Excel, Outlook
- Google Workspace (Docs, Sheets, Gmail, Drive)
Timeline
Lead Center Supervispr
Nation Safe Drivers
08.2024 - 02.2026
Customer Service Supervisor (Call Center)
Nation Safe Drivers
08.2022 - 08.2024
Customer Service Manager
Priceline Logistics
06.2019 - 07.2022
Associate of Science - Business Management
Keiser University
Bachelor of Science - Business Administration
Southern New Hampshire University