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jerrylowe3780@gmail.Jerry com Karns, Lowe TN PHONE NUMBER AVAILABLEWORK HISTORYCLOUD ACCOUNT EXECUTIVE at GOOGLE, ConcentrixStreet Address /2022 - 10/2023 (1 year)GOOGLE, ConcentrixManaging a book of business to leverage existing and new relationships with C levelexecutives, and acting as business partner to understand customer s challenges and goalsDeliver cloud solutions leveraging cutting edge technology to help companies operate moreefficiently and adapt to changing needsConduct virtual meetings to discusss best suited product offerrings Resolved issues promptly to drive satisfaction and enhance customer serviceMaintain a well informed knowledge of cloud products and services Met quarterly attainment to contribute an average of 800K in pipeline and 600K in billingsSTATE OF CALIFORNIA EDD QUALITY ASSURANCE AUDITOR at 11/2021 - 06/2022 (1 year)Swipe Jobs RemoteConduct internal audits to ensure that quality case management requirements are metCollaborate with leadership to develop new procedures, and update existing procedures whenchanges occurAnalyze quality program data to identify trends and to develop and implement correctiveaction plans as appropriateAssist with monitoring performance and meeting contractual requirements CUSTOMER SERVICE SUPERVISOR at Discovery Communications LLC 12/2020 - 03/2021 (4 months)Discovery Communications LLC, Remote REMOTE Contract Position CompletedManaged team activity to meet goal of 600 800 tickets per day Assisted with daily overflow of tickets including emails, chats, and voicemailProvided refresher training to reps when neededImproved staff performance through continuous monitoring and training updatesResolved account issues to build rapport and relationships with clients Monitored metrics and developed actionable insights to improve efficiency and performanceQUALITY ASSURANCE MANAGER at Cellular Sales10/2010 - 10/2019 (9 years)Cellular SalesImplementation of a Quality Measurement SystemCreated a Concierge level training curriculum for 175 associates on how to talk tocustomers in Customer Service Sales B2BCoached supervisors and contact center associates through a positive lens to driveperformance.Coached front line staff on identifying pivot points on the call to drive more revenueAccountable for 10 Sales Supervisors and over 140 contact center agents performanceEvaluated interactions between associates and customers to assess personnel performance andimplement strategies for customer satisfaction improvement Developed quality planning for multiple new product launches by verifying customerrequirements and implementing in design and production Applied coaching techniques and tools to support managers and team members in improvingperformanceDirect Sales B2B Customer ServiceParticipated on interview panel during tenure to help hire 50+ sales and customer servicerepsEDUCATIONMiddle Tennessee State UniversityGraduated 1970Bachelor of Business Administration Finance, Healt SKILLSMaintenance rental and events, 20 yearsLANGUAGESEnglish, BilingualSOCIAL NETWORKSFacebook, https://Kaley countermanTwitter, https://4Dwainette@Linkedin, https://LINKEDIN LINK AVAILABLE ABOUT MEI served in the militaryI have a drivers licenseI have management experience : 30 yearsI have a security clearance