Solution-oriented, critical thinker with 13 years experience in management, call center, customer service, training and development seeking reentry into the workforce.
Training and Development
Communication skills (written & verbal)
Previous Employment Roles
01/2020 to Current
Independent Distributor Total Life Changes – Houston, Texas
Travel extensively to client sites, working closely with product users to identify up-selling opportunities
Stay abreast of industry changes and trends, identifying and pursuing new business opportunities
Forge and nurture impactful relationships with customers to cultivate loyalty customer satisfaction and customer retention
Brand products through effective salesmanship and maintained long-term relationships with clients
Work to develop network by identifying and pursuing new leads, attending industry events and building rapport with clients
Contact customers with incentives to attract prospects and generate leads for new business partners
Set up appointments with potential and current customers to promote new products
Evaluate inventory and delivery needs, optimizing strategies to meet customer demands
Boost brand awareness, implement promotional campaigns and employ sales tactics for top selling products
Follow up with customers after completed sales to assess satisfaction and resolve any product inquiries or service concerns
12/2011 to 01/2020
DirectorLone Star College-SO-UP – Houston, Texas
Oversee daily operations of fifteen employees to ensure department processes and performance standards are carried out by staff and management,
Conducted monthly staff one-on-one's to review/discuss Key Performance Indicator (KPI) outcomes, discover employee challenges, relay observed improvements, and identify professional developments and/or training to enhance performance
Analyzed staff metrics to determine implementation of Performance Improvement Plan (PIP) or Performance Enhancement Plan (PEP),
Delegated assignments based on project needs and knowledge of individual team members
Collaborated with department heads to ensure accuracy of information disseminated to end-user
Worked with upper management to create and implement department Annual Cycle of Effectiveness (ACE) goals to create measurable outcomes of effectiveness for business objectives
Implemented quarterly strategic messaging to decrease call abandonment rate by 3%
Measured manager outcomes against implemented Management Expectation Agreement (MEA) to determine if expectations regarding desired outcomes for operations has been met
Collected, analyzed and monitored trends to provide proposals regarding department reorgs, submit data reports and action items to upper management, regulate business objectives, address outliers, and adjust staff as needed to maintain strong front-line for consumer service
Continuously reviewed, analyzed and measured department operations seeking opportunities to maximize procedures by expanding or modifying service offerings as needed
Followed-through on all critical inter-department escalations to increase customer satisfaction
Investigated and resolved consumer inquiries and complaints in an empathetic manner
Cross-trained and coached staff and management to enhance staff performance, enforce workplace expectations, communicate required training and create a holistic approach to student support thereby increasing favorably consumer experience
Identified and developed staff members that possessed required skills for higher-level roles within the organization
Identified and recruited talent, interviewed, provided verbal offer including non-negotiable wages for an average of three entry-level positions annually
Collected verification documents for I9, approved job offers, and onboard new hires through employee orientation
Terminated employees based on observed or investigated unethical conduct, poor performance, and repeated documentation and counseling regarding violation of workplace expectations
01/2007 to 12/2011
Program Coordinator/Call Center AgentLone Star College-Montgomery – Conroe, Texas, TX
Supervised staff and operations of call center.
Provided employee coaching to aid with professional growth.
Answered constant flow of customer calls with up to 75 calls in queue per minute during peak enrollment.
Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Provided daily, weekly, and monthly reports as required.
De-escalated customer calls and resolved customer complaints.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Provided primary customer support to internal and external customers in fast-paced environment.
Answered customer telephone calls promptly to avoid on-hold wait times.
Used department troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Evaluated account and service histories to identify trends, using data to mitigate future issues.
Master of Arts: Counseling Prairie View A&M University - Prairie View, TX
Bachelor of Science: Marketing University of New Orleans - New Orleans, LA
Bachelor of Science: Business Administration University of New Orleans - New Orleans, LA
Student Success Institute - Mentor, Lone Star College-UP, 2018 - 2020
Coach - Leadership Academy, Lone Star College, 2017 &2018
Fellow - Leadership Academy, Lone Star College, 2016
Presenter- Texas Association of Community College Marketers, 2014
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Companies Worked For:
Total Life Changes
Lone Star College-SO-UP
Lone Star College-Montgomery
Prairie View A&M University
University of New Orleans
Job Titles Held:
Program Coordinator/Call Center Agent
Master of Arts : Counseling Bachelor of Science : Marketing Bachelor of Science : Business Administration
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