Experienced General Manager with ability to develop and nurture long-term relationships. Technical, creative and organized self-starter with superior follow-through and marketing experience in building rapport and fostering mutually beneficial relationships. Rapid learner who brings excitement and enthusiasm to my work and my team.
Qualifications
Contracts
Improving product quality
Business Requirements Document (BRD)
Critical thinking
Microsoft Office Suite
Managing multiple priorities
Conflict resolution
Eye for detail
Relevant Experience
Reduced office expenses by finding smarter solutions for vendors, suppliers and services.
Experience
Supervisor, 2014 to 2016 Key Tronic Corporation – Corinth, MS,
The new Vendor Management Team was created to monitor all Collection and Box Retrieval vendors in the Beltway Region.
This entailed working with and coordinating multiple vendors to ensure a smooth hand off from one function to the next within the Collections time line.
Working closely with the Collections Management, Accounts Payable, Accounts Receivable teams, I coordinated and monitored the performance and interaction of the vendors to ensure proper operations and compliance with all regional and divisional policies.
By using both internal and external reporting, we planned and forecast the overall performance with respect to non-pay disconnects and bad debt.
These performance factors were reported to regional and divisional management to allow them to forecast overall regional performance metrics.
Additional duties entailed creating the vendor contracts and tracking employment rosters for each vendor and ensuring that each vendor employee was provided with the proper credentials to perform their respective roles.
Supervisor, 2010 to 2013 Kohler – Burr Ridge, IL,
Led and trained collection agents in understanding their responsibilities within Comcast.
Encouraged each agent to meet goals set forth by upper management.
Evaluated each employee to give them obtainable goals that they needed to reach to improve their overall talent.
I helped streamline the Customer Quality Experience documentation to enable each supervisor to better evaluate the performance of their agents and help standardize the evaluation process throughout the department.
I created and improved the forms and system for tracking personal time off requests for all agents and supervisors in the department.
I improved the recording and evaluation of the monies collected which drastically reduced the manpower requirements to collect and disseminate this information weekly.
I created and monitored the Metrics for the Customer Verification team.
These metrics included a new Customer Quality Experience document with a database, each agent's percentage of cancellations, and the quantity of accounts they managed each day.
This data was provided on a daily basis to the agents to assist them and their supervisors in improving their performance.
Assisted in the creation of the CVT Training Manual that was used as a resource and training tool for newly hired employees.
Case Resolution Specialist, 2009 to Docusign, Inc. – San Francisco, CA,
Primary responsibilities include Outage Coordinator.
The duties entail constant monitoring of call volume across all services to determine if an issue may be occurring that could increase call volume.
If a spike in volume occurs, The Outage Coordinator is responsible to contact the proper authorities to help determine the reason for the increase in calls which include contacting the R.O.C., L.M.C., NCAR, NOC, and Data Center.
The Outage coordinator places requests to the Call Center floor to submit PHACCE examples for analysis by the Outage Coordinator and the L.M.C.
Using multiple tools such as Aceyus, Watchtower, PHACCE, notifications from other departments, and other resources, the reason for the increased volume is determined and relayed to the proper authority for fixing.
Case Resolution Specialist.
We receive calls from the floor CAE's when they have questions or problems resolving customer issues in regard to High Speed Internet, Comcast Digital Voice, and Cable services.
Analyze and resolve Remedy tickets and templates to resolve issues that the CAE is unable to resolve while talking with the subscriber.
Created and maintain the Rate Code Calculator which allows the CAE to reference the correct rate codes by service and Corp to ensure the proper rates are applied to the subscribers account.
Customer Account Executive, 2007 to 2009 Trinity Health Corporation – Langhorne, PA,
Assist Comcast customers with troubleshooting and remedies for their Internet and telephone services.
Promote additional product offerings in cases where customers can realize savings in using promotional package deals from Comcast.
President, 01/2000 to 01/2006 Signature Signs, Inc – City, STATE,
Created a light manufacturing facility in a retail and industrial environment.
Designed and created all types of signage for a variety of customers, from small businesses to large multi-facility corporations.
Set up and maintained the manufacturing facility to include networked computer systems for design, creation and control of production.
Maintained all administration functions and promoted sales of signs through an assortment of media including radio ads, local flyers, and networking with other businesses.
Education
B.S: General Business Administration Business Management, Expected in 1990 University of Baltimore - , GPA: cum laude cum laude General Business Administration Business Management
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