Hardworking with management experience and the ability to learn quickly. Accustomed to fast-paced virtual call center environment. Quickly and effectively understands, documents and resolves customer concerns, driving satisfaction while meeting demanding business objectives. Well-versed in restaurant food ordering standards and best practices.
Skills
Knowledge database expertise
Employee training
Quality controls
Recognition programs
Clear communication
Communications
Process improvement
Problem resolution
Operational improvement
Team management
Customer service
Organization
Project organization
MS Office
Relationship development
Background checks
Candidate pipeline development
Candidate pre-screening
Resume scanning
Microsoft Office expertise
Keen eye for detail
Corrective actions
Documentation abilities
Quality assurance
Equipment operation
Reporting and documentation
Inspections and audits
Acutely observant
Experience
04/2019 to 08/2020
Call Center Team LeadChicago Lighthouse – Chicago, IL,
Handled to go orders for restaurants all across the U.S. to allow restaraunts to better focus attention on guests and to help the flow of incoming orders.
Evaluated employee performance, identified areas of improvement and communicated plans to employees.
Fostered positive employee relationships through effective communication, training and development coaching.
Worked with managers at the restaurant directly for things such as the need to correct errors or to ensure information was passed to the agents taking calls.
Assisted customers with complaints or issues by directly communicating with the store or manager and keeping the line of communication open with both the customer and client.
Assessed, motivated and empowered team members to work to build customer satisfaction and loyalty, not only with the customer but the client also.
Followed staffing strategies to achieve goals.
Ensure call quality was meeting expectations and agents were handling calls correctly.
Enforced adherence to company policies, answered coworkers' questions and trained new personnel when needed.
Facilitated individual coaching sessions with CSRs to realign productivity goals.
Evaluated employee job performance and motivated staff to improve productivity.
Mentored new employees and delivered constructive feedback to increase understanding of job duties.
Delivered constructive call process feedback.
Managed customer concerns with calm demeanor and knowledgeable service.
Directed team of 30-40 agents handling inbound calls.
09/2008 to 12/2013
Quality InspectorPrecision Castparts Corporation – Santa Ana, CA,
Notified supervisors about production problems and helped identify and correct concerns.
Inspected, tested and measured materials and products against specifications.
Measured product dimensions to assess compliance with specifications.
Recommended corrective actions to minimize rate of product defects.
Assessed finished items for defects and ordered reworks to eliminate defects.
Resolved quality issues using communication to operators and escalated major problems to the department supervisor.
Inspected orders for accuracy by carefully reviewing containers, products, packaging and labeling.
Inspected outgoing shipments to maintain effective quality assurance standards.
Volunteered for additional hours and shifts during peak periods to meet tight shipping deadlines.
Accurately documented package information by completing associated paperwork, attaching labels and running barcodes using handheld scanners.
Communicated with team members to coordinate efficient and accurate movements.
Transported, loaded, unloaded and stacked materials.
Moved levers and controls that operate lifting devices such as forklifts, lift beams and swivel-hooks, hoists and elevating platform, to load, unload, transport and stack material
Collaborated in team environment to maintain high levels of productivity.
Used equipment such as loaders, hand trucks, forklifts and cranes safely.
10/2004 to 02/2006
Administrative AssistantL3harris – Palm Bay, FL,
Developed and maintained training materials and benefits packets for new hires.
Developed job postings, recruited candidates and scheduled interviews to fill vacant positions.
Guided new hires through orientation, on-boarding and explained documentation requirements to facilitate HR process.
Reviewed all candidate documentation, including identification, references and background checks in alignment with hiring protocol.
Created, organized and maintained employee personnel files to keep sensitive data secure.
Improved customer satisfaction by finding creative solutions to problems.
Improved operations by working with team members and customers to find workable solutions.
Demonstrated self-reliance by meeting and exceeding workflow needs.
Reviewed referral candidates and contacted qualified individuals to request applications.
Sourced, qualified and conducted screening interviews with job candidates.
Communicated duties, compensation, benefits and working conditions to all potential candidates, enabling better understanding of job expectations.
Interviewed and counseled individuals interested in Hewlett-Packard by analyzing experience and explaining duties of job position being offered, plus any other information regarding the job that should be relayed.
Education and Training
Expected in 08/2007
High School Diploma: Adison High School (Online) - West Hollywood, CA, GPA:
Expected in 08/2018
Certificate: Introduction To Forensic Science Nanyang Technical University - Singapore, GPA:
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