Service AssociateJan 2013 to Current Oppenheimer Funds, Inc － Centennial, CO
Consistently Met or Exceeded Quality and Performance objectives for the first 6 months of service Jan-Jun.
Selected to participate on a cross functional focus group for fund training to provide input on new knowledge transfer tool, assigned as a Helper for the Variable Team, selected to train as back up support to Cheryl Johnson in Customer Service, and selected as a resource for the Arrupe High School students side by side/ training based on my display of Leadership.
Selected as the TA Quality Fellow (suspended June 10th due to volumes).
Variable Service AssociateOct 2012 to Jan 2013 Oppenheimer Funds, Inc － Centennial, CO
Provide mutual fund account services to investors and the broker/dealer/advisor community by answering incoming telephone calls.
Facilitate the execution of simple and complex orders received from our retail brokerage clients with a high level of accuracy.
Handle basic technical and online service related questions.
Provide an exceptional level of customer service to prospective and existing brokerage clients in a call center environment.
Consistently meets or exceeds quality, productivity and adherence goals.
Utilize a positive attitude and leadership attributes to help others excel within a team environment.
Sales AssociateSep 2010 to Jun 2011 Macys, Inc Home Store － Denver, CO
Accountable for meeting and making a connection with customers, asking questions and listening to shoppers' needs, then giving options and advice on meeting those needs.
Responsible for inspiring the customer to buy, celebrating the purchase, and creating a lasting positive impression of myself, Macy's and the purchase.
Maintained selling floor presentations, and restocked as needed.
Received new merchandise shipments, and prepared them for the selling floor.
Competent in Macy's systems and procedures to enhance selling efficiencies and complete support duties.
Achieved Extreme Seller status within first 3 months, being named as one of the top 6% of associates in the store.
Operations Support ManagerApr 2006 to Dec 2008 Avaya, Inc － Highlands Ranch, CO
Represented management in Labor and Employee Relations and administered organization's labor relations policy.
Represented company in dealings with union officials; advised organization of potential labor issues based on new/proposed programs, policies and initiatives.
Managed risk assessment and recommended appropriate action based on review.
One of two of the primary interfaces with union officials on all labor issues.
Managed the day to day administration of the collective bargaining agreements.
This included handling grievances, requests for information and preparing data for arbitrations with the assistance of outside counsel.
Provided advice and counsel to leaders on managing day to day labor and employee relations and labor conflict resolution.
This included at times handling employee disciplinary matters both on own and/or working with other HR professionals to ensure effective support to company management.
Assisted in pre-negotiation planning and analysis and provided ongoing support to work stoppage planning efforts.
Maintained compliance of programs and procedures consistent with existing collective bargaining agreements, as well as served as one of two primary liaisons with Corporate Labor Relations on handling and responding to administrative charges and any employment-related litigation.
Operations ManagerJan 2005 to Apr 2006 Avaya Inc Converged Solutions － Highlands Ranch, CO
Direct supervision responsibility for 100 represented and 6 management associates responsible for technical maintenance support of Converged and IP Telephony Solutions.
Managed operational functions for the organization in areas such as call performance improvements, customer service, training, and quality assurance.
Within the first year, led the team to a 20% improvement in responsiveness from the previous year, as well as a 10% improvement in abandoned calls ratio.
Responsibility for personnel actions such as hiring, salary and performance reviews, discipline, and career development.
Provided resolutions to a diverse range of complex problems, i.e.
workforce/labor relations, escalations, managing a high performance call center, conflict resolution, etc.
BS, Political Science1994Tuskegee University － Tuskegee, ALPolitical Science
PROFESSIONAL ACCOMPLISHMENTS 2008 Pillar Award recipient 2000 and 2001 Salute to Excellence Award recipient 2000 GROWS Award recipient for Customer Service 1999 Professional Development Award recipient 1998, 1999 and 2000 Professional Coaching for Excellence Award recipient
Investment Company Products/Variable Life Contracts
Series 6 2013
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Companies Worked For:
Oppenheimer Funds, Inc
Macys, Inc Home Store
Avaya Inc Converged Solutions
Job Titles Held:
Variable Service Associate
Operations Support Manager
BS , Political Science 1994
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