- Montgomery Street, San Francisco, CA 94105
- Home: (555) 432-1000
- Cell:
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Organized Team Leader with exceptional ability to build positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
- 87 WPM typing speed
- Advanced MS Office Suite
- Filing and data archiving
- QuickBooks expert
- CRM
- Business writing
- Travel Administration
- Social Media Knowledge
- Multi-Line Phone Proficiency
- Advanced Clerical Knowledge
- Proofreading
- Excellent interpersonal communication and strong writing skills
- Team Player
- Excellent time management skills
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- Data entry
- Google Suite
- Microsoft Suites
- Microsoft Office
- Good communication skills
- Employee Evaluation
- Resource Allocation
- Quality control
- Performance improvement
- Daily workflow improvement
- Knowledgeable in SalesForce
- Staff education and training
- Technical Support
- Complaint resolution
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Tier II Team Lead, 01/2017 to 03/2021
Cleveland Clinic – Bath, OH,
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Initiated timely response to emails, voicemails and written correspondence.
- Optimized customer support by establishing collaborative service environment.
- Adhered to rigorous standards for customer service, merchandising and operational safety.
- Cross-trained and provided back up for customer service managers.
- Modeled exceptional customer service and mentored associates on direct link between revenue growth and customer loyalty.
- Implemented new working processes which delivered continued improvements.
Senior Mobile App Developer, 01/2017 to Current
Tempur-Pedic – Orlando, FL,
- Created, coded, and published Kinder Dictionary/Kinder Chat/Kinder Chat Parent.
- Modified existing Ios & Android software to correct coding errors, upgrade interfaces, and improve overall performance.
Team Lead, 05/2006 to 09/2020
JDH Professional – City, STATE,
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities.
- Established open and professional relationships with team members which helped resolve issues and conflicts quickly.
- Designed strategic plan for component development practices to support future projects.
- Worked effectively with cross-functional design teams to create software solutions that elevated client side experience and significantly improved overall functionality and performance.
- Reviewed project specifications and drawings prior to assembling complex components to better understand assignments and expected deadlines.
- Helped agents maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Resolved product or service problems by clarifying customer's complaint, determining cause of problem and selecting best solution to solve problem.
- Used CRM daily to document and assist agents
COVID-19 Vaccine Call Center Supervisor-Contract, 08/2020 to Current
Maximus – City, STATE,
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Managed personnel, including scheduling for agents and product specialists to foster increased productivity.
- Entered alphabetic, numeric, or symbolic data from source documents into computer systems.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Interpreted management directives to define and document administrative staff processes.
Bachelor of Science: Business, Human Resource Management, Expected in
University of Phoenix - Tempe, AZ,
GPA:
: Phlebotomy Techician, Expected in
Central Ga Tech College - Milledgeville, GA,
GPA:
Master of Science: Psychology, Expected in 10/2022
University of Phoenix - Tempe, AZ,
GPA:
- 2020 Kapla Leadership Award Recipient
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