I am an ambitious professional who skilled in many different areas including project management, training, coaching and feedback delivery, process development, closed loop resolution, relationship building and many more. These skills coupled with my desire to learn have helped shape me into a successful businesswoman who has gone from an entry level position up to a role in project management.
Exceptional interpersonal communication
Excellent time management skills
Effective problem solver
Process improvement specialist
Effective workflow management
Adherence to high customer service standards
Microsoft Outlook, Word, Excel, Power Point and Project
Training development aptitude
Six Sigma Green Belt Certification
Project planning and development
Dedicated team player
Partner SpecialistXerox Corporation - Lewisville, TX07/2011 - Current
Developed project management skills including: Identifying the project team, developing project charters and requirements, facilitating meetings, creating schedules and timelines (using Microsoft Project), capturing detailed notes, actions and decisions and ensuring project deliverables and deadlines are met.
Provided accurate, specific and timely performance feedback for CSRs.
Managed work flow to exceed quality service goals.
Provided closed loop resolution for all internal and external customer inquiries and complaints.
Monitored Offshore locations (Manila, St. Lucia and Jamaica) for quality and process adherence and shared results with onsite support staff.
Provided virtual and onsite training to Offshore agents and Support Staff as needed.
Analyzed non-value added work and processes and brought suggestions forward to Management as a means of reducing downtime and eliminating redundancies.
Sourced and developed training curriculum to address developement needs.
Process Specialist Xerox Corporation - Lewisville, TX11/2010 - 07/2011
Developed new and revised existing processes.
Developed and managed the Process Repository SharePoint site library.
Developed and sent out process communications to internal employees and answered questions as needed.
Identified additional process opportunities through monitoring and seat rides with agents and closed gaps.