Served the homeless community by preparing meals and cleaning the kitchen facility.
Engaged in meaningful and encouraging conversations with a cheerful, friendly and compassionate demeanor.
09/2007 to 01/2018
Call Center Quality AnalystThompson Cigar Company
Actively used quality management system to compile, track and trend agent performance.
Socialized call center performance and observed performance gaps.
Trained service agents in specialized procedures and theoretical concepts for unique customer service execution.
Assist supervisors with call reviews to determine final decisions and for quality assurance.
Review upsell report and ensure validity.
Provided Customer Service floor support when needed.
Internet Two years Customer Service phone representative promoted to Customer Service Internet Emails which consist of resolving orders, shipping issues, and placing orders.
Promoted to Internet Live Help.
Live Help is on the spot chatting with customers for fast answers and resolutions for customer service issues such as product knowledge, order problems, omitted items, replacements, and placing orders.
Analyzed account billings and processed payments.
Optimizing customer confidence in service by maintaining associated files records, correspondences and case tracking used to perform dedicated follow ups for reported issues.
07/2005 to 08/2007
Service Center Sales ManagerPBS & Associates
Consistently provides ownership with financial services for customers.
High-volume accounts payable experience.
Filing, answering incoming calls, completing customer information applications, making and following up calls for appointments.
Audit Credit Reports through Experian, Transunion & Equifax.
Verifying accuracy of client documents received.
Assisting Management and Consultants, ensuring client related documents adhering to instructions and deadlines.
Performed Mediations between clients and creditors.
Processed all account records on the daily basis.
Created and ran daily detail progress reports.
Federal Public Defender's
Office Observing sentencing hearings, criminal trials, and social histories.
Completing social histories, research for community resources, assisting investigators with mitigation for clients.
Education and Training
High School DiplomaJefferson High School
Associate Degree of ArtsSt Petersburg College
Bachelor of Social WorkUniversity of South Florida