I pride myself as a creative and result driven professional with diversified experience in business, administrative, and organizational support and development. I demonstrate a proven ability to balance analytic and creative skills to develop strategic plans that coincide and support the evolving business needs. Well-developed interpersonal skills with proven ability to collaborate, lead, motivate, and inspire functional teams to meet/surpass objectives on complex multi- issues and projects. Resourceful and detailed oriented; skilled problem solver who strive to handle cross functional activities with the utmost efficiency and expertise. Scope of responsibilities includes overseeing 23 employees.
Develop and Implement Staffing Total Quality Management Time Management
Implement Policies/Procedures Manage Call Environment Employee Training and Development
Monitor and Track Trends Quality Assurance Key Performance Indicators
Achieved and maintained a service level rating of 98% for overall client solution. Ensure quality of service and product through departmental collaboration and initiatives. Manage and maintain adherence to schedules to ensure adequate staffing during high-volume season. Manage department operation with a staff of 23. Led successful company-wide training to maximize staff knowledge and understanding of client solution center system and CRM database. Developed departmental standard operating procedures that presented user criteria on how to navigate and utilize the internal system and database functions.
Bachelor of Science: Business, Human Resource Management
Talent acquisitions, recruiting, sourcing, ATS RecruiterBox, interpersonal skills, communication verbal and non-verbal, customer service, call center, training and coaching, administrative support, monitoring and tracking, quality assurance, time management, go-to-meeting, Google mail and calendar, Microsoft office: word, excel, power point, outlook, ADP, CRM, GoodData, Zendesk, Call Sweep, team engagement and motivation, team player.
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