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A highly talented leader and analytical problem-solver with over 10 years of experience successfully managing front-line Gateway operations. Efficiently maintained and repaired internet connections on all electronic equipment. Coordinate resources and staff to handle any requirement. Enthusiastic management professional with over 10 years of experience, demonstrated success supervising staff and building teams. Proven history of achieving goals by monitoring employee performance and coaching staff on effective production methods. Skilled in solving complicated issues and making proactive operational changes. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
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- Supervised a team of 23 employees online in Wireless Gateway Repair and First Call Resolution processes to comply with S4X policies across company.
- Assist team with proper steps to deescalate a upset customer call.
- Assist team with all supervisor transferred calls.
- Monitor Beaks and Lunches through AVYA system.
- Host zoom meetings with team regarding attendance, breaks, scheduling and Q.A scored calls.
- Assist agents with long calls and trouble shooting questions.
- Coach agents on being warm & friendly, actively listening and responding correctly on all calls.
- Adjust and credit customers accounts.
- Deescalate all supervisor transfers from agents with upset customers
- Communicated with production team members about quality issues.
- Assist Quality inspectors with defects
- Properly find any defects that may be coming from the machine or the operator
- Monitored the performance and generated reports detailing the quality of product and defect rates.
- Evaluated components and final products against quality standards and manufacturing specifications.
- Performed visual assessment of products to evaluate conformance with quality standards.
- Host meetings with inspectors regarding defects found from client
- Initial all passing parts to ensure a 100% passing rate.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Approved regular payroll submissions for employees.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
- Supervised and evaluated staff, enabling them to improve skills, achieve daily objectives and attain advancement.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Assist store manger with duties to ensure positive store production.
- Recruited and hired employees offering talent, charisma and experience to restaurant team.
- Supervised and mentored 54 team members and facilitated daily service operations to drive business growth.
- Ensure all team members follow Company policy guidelines.
- Adjusted plans, assignments and methods to accomplish work.
- Motivated staff to perform at peak efficiency and quality.
- Pitched in to help cashier, expedite and prepare orders during exceptionally busy times such as lunchtime and late night rush hour.
- Handled Scheduling, call-ins, attendance and ordering inventory
- Kept restaurant compliant with all federal, state and local hygiene and food safety regulations.
- Immediately resolved issues with patrons by employing careful listening and communication skills.
- Helped general management develop prices based on inventory costs and portion sizes.
University Of Phoenix - Tempe, AZ
ITT Technical Institute - Bessemer, AL,
- Willing to relocate: Anywhere, Authorized to work in the US for any employer
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Resume Overview
School Attended
- University Of Phoenix
- ITT Technical Institute
Job Titles Held:
- Supervisor
- Lead Quality Inspector
- Assistant Manager
- Assistant Manager
Degrees
- Bachelor of Arts
- Associate of Arts
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