Dedicated co-worker with strong work ethic with the ability to build high performing teams, and lasting relationships with co-worker/clients.
Knowledgeable in various aspects of the customer service management/sales field such as creating spreadsheets for efficient reporting, managing irate consumers, direct support/ guidance to coworkers; adept at communicating effectively with customers, vendors, and staff. Able to motivate coworkers and peers to perform to their maximum potential. Adaptable; enjoys new challenges.
Flexible and versatile-able to maintain a calm demeanor under pressure. Thrive in deadline- driven environments. Excellent motivational and team-building skills. Excels under pressure, and in crisis situations.
Maintaining Time Intervals
Planning and participating in meetings for client and individual growth.
Leading peers as well as staff.
Played an instrumental role in project SecureIt as Project Manager. Responsible for overall operations of various communication channels. Primarily responsible for training agents to work in multiple channels. Responsible for training offsite for outsourcing agents to accept BAU volume. Improved average handle times from 8 to 6 minutes, and improved service levels by 7%.
IKEA Customer Support CenterBaltimore, MarylandFront Line Manager06/2014 to CurrentHire, train and onboard new Call Center Agents as required to meet quotas. Provide coaching and assistance to call center agents on an ongoing basis. Process weekly goal reports for submission to management. Oversee and ensure conflict resolution between associates and customers. Ensure that all employees follow the company's best practices for call center management and operations. Develop presentations and talks to motivate and educate call center agents, as well as peers. Communicate company goals to associates so every employee understands his or her role. Conduct periodic surveys of customers and potential customers to ensure quality control. Play instrumental role in co-worker development for growth within current role, or growth into another position. Being available to answer questions for associates, for complex customer situations. Recruited, managed and mentored an average of 15-20 new customer service representatives per year. Developed, implemented and monitored programs to maximize customer satisfaction. Generated and distributed daily reports and order acknowledgments to appropriate personnel.
East Coast AmbulanceBaltimore, MarylandTransport Driver11/2012 to 09/2013Pick up and drop off individuals at scheduled locations following strict time schedules. Assist the disabled, injured, sick, and elderly into the out of wheelchairs. Push wheelchair to/from residences, nursing homes, and hospitals into a van modified for wheelchairs. Assist individuals in and out of wheelchairs. Push wheelchairs into and out of houses, apartments and buildings. Secure wheelchair and passenger with tie downs and seat belts. Display courteous, helpful and patients customer service at all times. Operate Android device to get ride information. Maintain quality service expectations set forth by the company.
Linwood Center IncEllicott City, MarylandVocational Support Assistant08/2010 to 12/2011providing information to assist in developing Individual Plans. Providing feedback to employees when the behavior they are displaying is not
within acceptable limits. Interacting with employees in a manner that is in support of the their
Individual Plan. Monitoring and keeping appropriate records of Individual Plans. Keeping the Program Manager informed of Individual Plans in terms of its
contents, goals, progress and changes to the Plan. Informing Production Supervisor of any need to redevelop or reassess an
Individual Plan. Monitoring behavior control.
Unifirst CorporationBaltimore, MarylandRoute Sales Representative01/2007 to 02/2009Soliciting and developing new business opportunities in existing route Recommending strategies to increase sales for existing customers. Providing superior customer service Developing and maintaining strong rapport and providing excellent customer service to all Unifirst customers and potential customers. Sale sufficient quantities and varieties of product in all stores. Ensuring that the sales presentation can be properly maintained until the next planned sales visit, resulting in best presentation and selection to maximize sales. Maintaining the cleanliness and organization of the product, racks, displays, etc. Communication and participation in Sales Team goals and objectives.
Information Technology5/2012Baltimore City Community College, Baltimore, MarylandInformation Technology
Diploma05/1999Southern High School - Maryland High School, Baltimore, Maryland