Shang Jones

SHANG JONES-| - | Atlanta, GA Dynamic professional with years of experience in managerial and quality assurance roles, specializing in employee development and customer care. Eager to apply strong leadership and analytical skills in a challenging position that drives team performance and enhances customer satisfaction. Proven track record in optimizing processes and fostering a collaborative work environment. EXPERIENCE LEAVE SPECIALIST (REMOTE/WFH) |- Activus Connect , LLC Received, collected & maintained required documentation for employee leave requests Determined eligibility based on company policies & applicable laws (FMLA, ADA, etc.) Worked closely with HR, managers & employees to address leave related inquiries, while offering guidance on potential return to work options Communicated approvals/denials/next steps to employees & managers QUALITY CARE/QA SPECIALIST (REMOTE/WFH) |- Omni Interactions Facilitated agent support for client inquiries & resolution of complex test account problems. Leveraged a knowledge-based system to enhance agent efficiency & call handling capabilities. Delivered constructive feedback to agents, contributing to their professional development through targeted action plans. GENERAL MANAGER |- SS3 LLC Restaurants Managed daily operations, ensuring team adherence to company standards and customer satisfaction. Recruited, onboarded and developed staff while enhancing team performance and knowledge through hands on training. Managed financial obligations within 2% of costs, including budget for product and labor. DISTRICT MANAGER |- Burger King Drove sales and profit performance in addition to setting sales and service goals. Ensured restaurants were properly staffed and trained while meeting brand standards for food safety and operations. Managed financial operations, including territory budget adherence and cost control measures for resources and materials, & visited each restaurant in district to meet managers and address issues. Recruited, trained, & developed restaurant managers. Ensured restaurants complied with employment laws and regulations. EDUCATION MASTER OF ARTS Human Services Liberty University |- BACHELOR OF SCIENCE Psychology Liberty University |- SKILLS Microsoft Proficiency Training & Development Performance Metrics Time Management Data Analysis Effective Leader & Critical Thinker