Energetic professional with great poise. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Accomplishments
Successfully managed an internal contact center supporting over 280,000 associates in regards to questions regarding payroll and benefits.
Supervised and mentored team of 42 staff members.
Skills
Staff Management
Multitasking abilities
Training & Development
Flexible & Adaptable
Payroll/Benefits
Microsoft office
PeopleSoft
Service Now
EGain
Workbrain
Cisco
Finesse
Work History
Customer Service Contact Center Manager, 07/1997 to Current Dominion Payroll – Columbia, SC,
Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
Set and managed schedules to give proper coverage to required areas and meet customer service demands.
Conducted scheduled and impromptu evaluations to assess work performance.
Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
Trained new employees in specific job requirements.
Facilitated change management activities for department and staff of 42 individuals.
Delivered feedback to decision-makers regarding employee performance and training needs.
Trained and guided team members to maintain high productivity and performance metrics.
Interviewed and hired strong candidates for team openings, using newspapers, job boards and social media to find applicants.
Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
Maintained team efficiency by strategically delegating daily activities, monitoring output and rewarding positive contributions.
Hired, trained and mentored staff to maximize effectiveness.
Evaluated employees' strengths and assigned tasks based upon experience and training.
Compiled data highlighting key metrics to report information, determine trends and identify methods for improving store results.
Reduced workflow inconsistencies by recruiting and hiring capable staff members.
Cross-trained existing employees to maximize team agility and performance.
Proficient manager delivering encouragement and feedback to help employees be successful.
Auto Worker, 01/1992 to 01/1996 Dynamic Workforce Solutions – Ardmore, OK,
Identified safety issues and addressed with shift supervisor.
Followed detailed assembly instructions, processes and procedures.
Executed entire assembly process by accurately interpreting set-up sheets, work orders, drawings or blueprints.
Kept work areas clean by removing trash and debris and organizing all tools in preparation for next shift.
Inspected and tested components, assemblies and power tools for proper functionality.
Payroll Administrative Assistant, 03/1986 to 09/1987 Gerbers Garden Center – City, STATE,
Calculated payroll /taxes and deductions manually and processed payroll to meet business requirements for team of 20.
Administrative Assistant, 03/1983 to 07/1985 Video Concepts – City, STATE,
Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
Maintained positive customer relationships by responding quickly to customer service inquiries.
Managed office inventory by restocking supplies and placing purchase orders to maintain adequate stock levels.
Coordinated travel arrangements, including booking airfare, hotel and ground transportation.
Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Produced highly accurate internal and external letters and memoranda.
Answered telephone calls to field inquiries from clients, vendors and various other callers seeking information.
Education
No Degree: Business, Expected in Maricopa Community Colleges - Glendale Community College - Glendale, AZ GPA:
No Degree: Business, Expected in Lorain County Community College - Elyria, OH GPA:
High School Diploma: , Expected in 05/1982 Thunderbird High School - Phoenix, AZ GPA:
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School Attended
Maricopa Community Colleges - Glendale Community College
