Jennifer Gooden

Talent Strategies Group North America Liaison between Directors and Managers to understand HR requirements and create corporate HR strategies. Implement leadership training initiatives for entry and executive level management teams across the organization. Streamline the Talent Management strategy ensuring that staff and resources are effectively allocated and deployed. Produced custom learning programs and SWAT analysis for 24 programs across 9 sites.

Led as an internal executive coach to senior leaders and key developing leaders. Created talent identification and development processes leveraging best practices in approach and delivery. Backed 24 programs for 150+ managers operating within Mortgage, Telecommunications, Government, and Technical support business units. Endorsed the development and facilitation of focus groups, feedback sessions, and strategic planning.

Directed Xerox’s call center program consisting of 700 consultants and 5 operations managers. Launched the team manager training academy. Spearheaded and implemented initiatives designed to encourage teamwork and increase employee engagement. Coached team members for success and supported individual development of the direct reports.

Ensured overall satisfaction of the client and Xerox’s ability to meet program performance requirements. Designed solutions to address key operational challenges, customer pain points, and sources of friction. Program managed the launch of 5 vendor integrations.

Reached 100% client satisfaction by thoroughly understanding problems and providing creative solutions. Liable for P&L and customer satisfaction performance for Houston’s Xerox facility. Recommended policy and operations improvements based on performed research, synthesis, preparation of reports, amplifying results by 75%. Reconciled accounts payable, supported the management of vendor contracts, prepared hiring proposals, and supported the onboarding of new hires.

Supervised, educated, and mentored a team of 30 staff members. Motivated and monitored the performance of Customer Service Representatives. Enhanced sales goals by 56%.

Delivered excellent customer service to Xerox customers accommodating any questions or concerns they had regarding their experience. Stored and regulated credit card transactions maintaining accuracy standards. Reconciled customer accounts utilizing basic accounting functions. Answered 100- 200 phone calls per day to assist customers with inquiries and service complaints.