Juanisha Hamilton

• Managed (trained) a core team of 8 employees with extended oversight of 12, providing daily leadership, coaching, and accountability across all operational functions
• Traveled to Seattle, Washington to represent the MMT program at Costco Headquarters, contributing to leadership discussions around service expectations and program alignment
• Participated in key meetings with JF Petroleum and Costco leadership, offering insight into team performance, subcontractor partnerships, and service workflows
• Worked closely with Co-Op management to support day-to-day execution, team success, and shared communication standards
• Collaborated with cross-functional teams to align processes, resolve operational roadblocks, and ensure service consistency across departments
• Owned all scheduling responsibilities, including team shift planning, weekend coverage, and holiday schedules to ensure SLA compliance; also provided coaching and training to agents to support performance development and readiness
• Advanced three agents into elevated roles through targeted mentorship, development planning, and performance-based coaching
• Led the launch and oversight of the Costco Maintenance Program, establishing national SOPs, service workflows, subcontractor expectations, and escalation handling procedures
• Provided oversight of the Subcontractor Performance Optimization (SPO) team, ensuring day-to-day task flow, timely execution, and alignment with performance expectations
• Oversaw the BC24 Project for the Costco team
• Managed task flow, escalation handling, quality assurance, and contract deliverables across internal and external teams for the BC24 Project
• Ensured adherence to National Account Gas Station SOPs through regular coaching, documentation review, and process quality checks
• Built and maintained strong relationships with subcontractors, dispatchers, and internal management to ensure alignment on service execution and performance goals
• Verified subcontractor arrival, departure, and work completion to support service quality and accountability standards
• Reassigned work orders and coordinated field coverage as needed to avoid delays and meet SLA expectations
• Communicated directly with customers and site contacts about delays, resolution plans, and service updates when required
• Coordinated expedited parts delivery with supply chain and technicians to reduce downtime (weekend support)
• Oversaw DDR and Hotlist queues to ensure urgent tasks were prioritized and resolved promptly (weekend support)
• Supported supervisor-level responsibilities including task delegation, issue escalation, live workflow monitoring, and daily operations coverage
• Created agent quality forms aligned with expectations for phone etiquette and documentation accuracy, improving coaching precision and service consistency
• Filled in for agents during call-outs or staffing gaps to ensure service continuity and avoid disruption to operations

• Oversaw the full work order process from intake to completion, making sure all details were captured accurately and on time
• Reviewed service requests submitted by agents to confirm proper billing info, scope of work, and required documentation were included
• Acted as a direct support to agents, helping them troubleshoot work order issues, clarify procedures, and improve accuracy
• Monitored phone activity and agent response times to ensure professionalism, proper call handling, and timely customer follow-up
• Guided the team on how to properly enter and update work orders based on phone calls, emails, and portal requests
• Stepped in to make corrections on work orders when details were missing, duplicated, or entered incorrectly
• Made sure updates in the ERP system reflected real-time changes to work order status, assignments, or materials needed
• Worked closely with the scheduling and dispatch team to ensure technicians were assigned correctly and deadlines were met
• Helped maintain and update customer portals so clients had the most current information on their open service requests
• Coordinated with internal departments to resolve issues that could delay work orders, including parts, approvals, or billing flags
• Provided one-on-one coaching to team members on improving work order accuracy, follow-through, and documentation habits
• Held the team accountable for maintaining quality standards and keeping work order queues clean and organized
• Covered shifts as needed to maintain operations and avoid disruption during absences, call-outs, or coverage gaps
• Supported the manager and director by attending invited meetings, sharing insights when needed, and ensuring follow-up actions were completed

• Trained new hires
• SPO processor

• Direct requests and unresolved issues to the designated source.
• Keep records of customer interactions and transactions including inquiries, comments, and complaints.
• Respond promptly to customer’s inquiries.
• Obtain and evaluate all relevant information to handle product and service inquiries.
• Enter detailed notes obtained by phone calls and emails into ERP system.
• Input service requests with required billing and service information.
• Reassure information is accurate and comprehensive.
• Provide information on existing customer requests by phone, email, and web portals.
• Communicate and coordinate with internal departments (service, sales, distribution)
• SPO Processor
• Trained New Hires