Results-oriented Professional with broad experience in all areas of Sales, Human Resources, and Project Management.
Professional Experience
Revenue Management Rep, 04/2013 to CurrentAT&T Inc － Houston, Texas
Strong collections and negotiation skills with residential and business customers' accounts through inbound and outbound telephone contact, correspondence and public contact.
Make decisions regarding customer's creditworthiness which may result in the restriction, denial, restoration or disconnection of service and/or delay of service connection.
Lead Internet Tech Support/Customer Assistant, 04/2010 to CurrentAT&T Inc － Houston, Texas
Troubleshoot and resolved Internet and some PC issues escalated from customer support and other departments with a 95% success rate.
Provided daily support to ensure company staff had necessary tools to perform tasks efficiently.
Provide documentation, assistance, and a work flow for the first level of troubleshooting processes to help tech support staff.
Administers in-house Internet, e-mail and web site connectivity.
Provided guidance, mentoring and training to members of Tech Support team regarding networking and troubleshooting of data circuits.
Serve as liaison between Operations Managers and customer assistants; also provide lead/supervisor assistance as well to 90+ agents.
Take over supervisor calls and resolve customer's issues.
Prepare presentations for trainings which I administered to the agents.
Assist with recruitment process, testing, monitoring 15/30 employees, pre-interview, new hire orientations and champion change for retention of agents.
Facilitated and took minutes in meetings.
Administrative Assistant, 09/2008 to 01/2010Paychex Inc － Houston, TX
Maintained detailed administrative and procedural processes that reduced redundancy and improved accuracy and efficiency to achieve organizational objectives.
Composed and drafted all outgoing correspondence and reports for managers.
Oversaw inventory and office supply purchases.
Managed daily office operations and maintenance of equipment, maintaining accurate records for all business supplies.
Provided efficient customer service to clients.
Excelled within deadline-intensive environment, ensuring accurate and on-time completion of all projects and task.
Managed incoming and outgoing calls for busy payroll office.
Assisted in all areas of administrative work including data entry, receptionist duties, file organization, research and development.
Performed accounts receivable duties including invoicing, cash application, researching charge backs, facilitated and took minutes in meetings, discrepancies, issuing credit memos, reconciliations and responding to customer requests for documentation.
Lead Retail Sales Rep, 05/2006 to 04/2008CRICKET COMMUNICATIONS － Houston, Texas
Answered questions regarding the store and its merchandise.
Computed sales prices, total purchases and processed payments.
Demonstrated use and care of merchandise.
Described merchandise and explain operation of merchandise to customers.
Greeted customers and ascertained customers' needs.
Maintained knowledge of current promotions, policies regarding payment and exchanges, and security practices.
Maintained employee records for coaching and development as well as their attendance and records related to sales.
Recommended merchandise based on customer needs.
Participated in various incentive programs and contests designed to support achievement of production goals.
Identified and qualified customer needs, developed sales strategies and negotiated and closes profitable projects with a 85% success rate.
Developed tool to track and monitor personal sales opportunities, deals in progress and finished contracts.
Consistently hit and exceeded sales goals by 40%.Achieved 90% of monthly quota and grew sales for store more than $20K within two months, earning title as top retail sales representative in Houston region.
Planned and led three training sessions to promote sales team professional development and sales goal reinforcement.
Received company Employee Performance Award after maintaining record sales achievement of for six consecutive months in a row.
Trained and developed retail sales representatives.
Human Resources Administrative Assistant, 10/1996 to 01/2000New Orleans Visitors Information Center － New Orleans, LA
Administered compensation, benefits and performance management systems programs.
Conducted employee onboarding and new employee orientation to foster positive attitude toward organizational objectives.
Effectively maintained employee records.
Coordinated work activities of subordinates and staff relating to employment, compensation, labor relations and employee relations.
Directed personnel, training and labor relations activities.
Handled under staffing, disputes, facilitated and took minutes in meetings, terminating employees and administering disciplinary procedures.
Identified staff vacancies and recruited, interviewed and selected applicants.
Served as a link between management and employees by handling questions, interpreting and administering contracts and helping resolve work-related problems.
Member of Executive Management Team.
Developed department's first incentive performance plan which motivated staff and resulted in 25% increase in sales.
Education
Bachelor of Business Management:Business Management ,2015LeTourneau University － Houston, TX, USA
Completed 90% of my course work will graduate by Winter 2015
Completed and Earned Six Sigma White Belt Certification on December 5, 2012
Completed and Earned Six Sigma Yellow Belt Certification on December 11, 2012
Completed and Earned Six Sigma Green Belt Certification on April 13, 2013
Working towards completing my PHR and SPHR-certification.
Affiliations
Society for Human Resource Management (SHRM) 2yrs as a member since 2010
HR Houston-member since 2012
Professional Women's Group (PWG) since May 2012
Accomplishments
Recruitment/staffing Hiring and retention Benefits administration Recruiting/Interviewing Training and development Project Management HRIS Compensation/payroll Employee benefit Employee coaching Passion for the media Accomplishments: Human Resources Interviewed, hired and trained teams, increasing department productivity and client retention rates.
Reduced employee turnover by 10% and increased sales.
Bachelor of Business Management : Business Management , 2015 Completed and Earned Six Sigma White Belt Certification on December 5, 2012
Completed and Earned Six Sigma Yellow Belt Certification on December 11, 2012
Completed and Earned Six Sigma Green Belt Certification on April 13, 2013
Working towards completing my PHR and SPHR-certification.
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