With more than 5 years in management experience. Skilled at at creating significant improvements in
company processes, productivity, quality, and customer satisfaction while reducing costs, lowering
turnover, and maintaining a positive work environment.
01/2011 to Current
Call Center Operations ManagerOrlando, Fl
In charge of implementing Call Center strategies and day to day operations; improving systems and processes; managing staff Assist Global Director of Operation in determining call center operational strategies by conducting needs assessments, performance reviews, capacity planning.
Identify and evaluate requirements, establishing technical specifications, and production, productivity, quality, and customer-service standards.
Maintain and improve call center operations by monitoring system performance.
Recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectation planning, monitoring, appraising and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Meet call center financial objectives.
Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
01/2010 to 01/2011
Lead Reservation agent / TrainerTrust International Hotel Reservations - Winter Park, FL
Responsible for processing room reservations by phone Use proper selling techniques and maintain the utmost in professionalism while personalizing each call Process all reservation requests including changes and cancellations by phone or other channels.
Determine caller's needs through active listening and using probing questions to satisfy and sell to those needs.
As a lead agent I assisted with training reservation agents, including initial training and continuous on the job training.
Assist agents with difficult and problem calls, and took over calls and emails whenever necessary.
01/2005 to 01/2010
Restaurant ManagerAtlantis Management DBA Dunking Donuts - New York, NY
Responsible for the profitability and overall operation of the restaurant according to Dunkin Donuts operational standards.
Lead my team to meet guest expectations, recruiting, hiring and training new crew members as required.
Ensure that the restaurant meet safety and sanitation standards.
Ensure self and teams handle all guest concerns utilizing LAST with a sense of urgency.
Provide coaching to team members to improve performance.
Drive sales goals by marketing in store promotions in a timely and professional manner.
Involve my team by communicating goal, results, and action plans.
Set goals and tracked results.
Ensure all products are available to guests every shift and execute all products to standard.
Manage restaurant compliance by utilizing Red Book to track results, analyze business information looking for trends and identify root causes.
Control cost of sales to include effective ordering and inventory.
Use effective hiring and scheduling to meet cost of labor goals.
01/2001 to 01/2005
Office Manager / Store ManagerQuest Group Management DBA British Petroleum / Mobil
Supervised personnel which typically included recommendations for hiring, firing, performance evaluation, training, work allocation, and problem resolution.
Managed daily administrative operations establishing work priorities; assisted in resolving problems related to the day-to-day operations.
Reviewed, reconciled, and evaluated monthly ledgers, budgets, and financial reporting, development and management of annual budgets.
Planned, developed and coordinated the execution of program policy, procedures, and operations; monitoring compliance corporation policies, procedures, regulations, and appropriate laws.
Reviewed and coordinated, maintained, and processed payroll time sheets, travel reimbursements.
Assisted with the development and implementation of reporting procedures; revised maintenance of department records and inventories.
Managed accounts payable and receivable and financial statements Reconcile bank accounts Performed weekly payroll functions, verified timecards checking for non worked hours.
Handle cash disbursement, verify vendor invoices, and generated weekly checks.
Inventory control, pricing and advertising.
BA: Business Administration Human Resource ManagementStrayer UniversityBusiness Administration Human Resource Management
Business Administration - ASBA - M ManagementCity CollegeBusiness Administration - ASBA - M Management
High School DiplomaDewitt Clinton High School - Bronx, NY
accounts payable and receivable, administrative, advertising, Book, budgets, Call Center, capacity planning, Handle cash, coaching, counseling, customer-service, Customer Service, financial, financial reporting, financial statements, firing, Focus, hiring, inventory, Inventory control, listening, Director, People Management, Managing, marketing, payroll, People Skills, performance reviews, personnel, policies, pricing, problem resolution, Problem Solving, Processes, Process Improvement, quality, Recruiting, reporting, safety, selling, sales, scheduling, Teamwork, phone, Verbal Communication
LICENSURE Certificate of Recognition by demonstrating continuing progress in professional development by completing Site Manager Training. Certificate in Food Protection issued by NYC Department of Health and Mental Hygiene. P15 Fitness Certificate issued by NYC Fire Department Completed Servsafe online course Additional Skills - Fluent in English and Spanish Word, Excel, PowerPoint