I am a solution-oriented leader that has built on the strengths of quality employees. By promoting each of them as individuals, I have developed teams that embraced the companies vision, key performance indicators, improved their productivity, encouraged them to have product awareness by using their resources, and taught them to give extraordinary service every time they have a customer contact. I have over 15 years of experience with escalating responsibilities in Communications/Technology, Customer Service and Leadership environments. Conscientious of the company's vision and desire to strengthen customer care and build relationships. Easily accept and adapt to change, disciplined, self-motivated, and able to work well under stress in a high paced environment.
Fluently communicate in both English and Spanish in person, on the phone, and via email.
Effective writer and strong communicator.
Identify, analyze and interpret trends and patterns of our workflow and reports.
Driving teams to reach their goals by observing behaviors and suggesting improvements.
KForceTampa, FLTime Entry Specialist Sr
Develop processes and procedures that have increased the team's efficiency.
Facilitated training for new hires, sales adjustments and bridged the gap between new processes and production.
Provide great customer service & ensure timely, concise response of e-mails to consultants and partners alike.
Analyze and audit reports/queries to ensure consultants are not over/under paid for hours and expenses, and that we are billing clients correctly.
Handle Sales Adjustment, billing holds, and timecard monitoring escalations.
SME for sales adjustments, billing holds, ATWW process, and TE process.
Filter and clean data, queries to locate adjustment issues and correct coding problems with billable and payable time.
Troubleshoot system problems (KTrac, PSHR, KPay), TRC issues, and engage the right teams to resolve them in a timely manner.
Assist IT with Testing initiatives for KPay, including using QA environments to book placements.
Review AWS contracts for signature and proper information, file, and update the system to reflect the terms of these agreements.
Built Partnerships across the firm to resolve issues such as: Field Operations, Billing, Payroll, Cash Applications, AR, AP, Payroll, HCM, HRIS, IT TE, RMax Support, Technical Support and Corporate Helpdesk.
Cakes by AwildaTampa, FL
Managed operations of privately owned specialty cakes & catering business which included: hiring, reference checks, scheduling of 3-5 employees and interns, marketing, conducting store inventory, and directed product development.
Trained employees in customer service, job duties and managing cash flow.
Managed employee hours and payroll processing including: calculations, discrepancies, and record keeping.
Heightened customer relations by improving products, services, client engagement, and this doubled client base in under a year.
Operated daily cash flow including bank withdraws & deposits and balancing cash registers and budgets.
Ran and maintained company accounting records including; corporate sales tax, payables and receivables, sales records.
Minimized employee turnover with engaging training, coaching, incentives, clear expectations, open communication, accountability, and structured, sustainable processes.
Verizon WirelessTampa, FLCustomer Service Coordinator
Worked on the Tampa call center escalation/help desk- handled escalated complaints and representative help desk questions.
Diffused irate customers, found solutions that were acceptable to the customer yet met business objectives.
Resolved executive escalation complaints that came in via mail ensuring timely response.
Implemented customer retention strategies within the department.
Used negotiation and problem solving skills to resolve customer concerns ensuring first call resolution was attained.
Verizon WirelessTampa, FLFinancial Services Lead
Recognized for excellent work and exceeding expectations throughout my time with the company.
As a team lead, developed teams to successfully perform with excellence, created objectives to improve the customer experience, employee productivity improved and employees began to meet or exceed objectives.
Created innovative incentives utilized to boost team's motivation, attention and quality of service.
As a Quality Assurance Coordinator I calibrated calls with 2 sister centers to ensure quality coaching was streamlined nationwide. Streamlined processes & procedures; wrote and updated method & procedures documents according to new quality objectives; observed calls and delivered quality coaching and feedback to reps and supervisors thru written forms and individual meetings.
Performed account audits verifying accuracy of representative's work and company requirements.
Managed productivity statistics by analyzing employee metrics and behaviors. Prepared reports based on these stats to set goals with management for the team to meet or exceed objectives.These were created and maintained daily, weekly, monthly and yearly.
Prioritized tasks according to deadlines, service levels and team goals.
Fortified teams by providing ongoing trainings, one-on-one coaching and observations, monitoring customer engagement by monitoring calls, surveying and reporting customer/employee feedback.
Verizon WirelessTampa, FLActivations/ Channel Support Representative
Handled activations/upgrades using EROES and NETACE for direct and indirect agents for commissioned based sales including credit applications.
Monitored accuracy for commission payouts, audited accounts.
Assessed customer needs in order to boost company sales and achieved this by suggesting & promoting alternative products and services.
Consistently communicated with Indirect Account managers when dealing with complex account issues for accelerated proficient resolutions.
University of PhoenixAssociate of Arts: BusinessExtensive training in: Leadership, Project Management, Ethics, and Conflict Resolution, Creating Stellar Customer Service, Risk Assessment and Management, Customer Satisfaction is Worthless, Customer Loyalty is Priceless, Ethics in Management, Teamwork, Collaboration & Conflict Resolution, Writing Advantage & Presentation Advantage, Business as Unusual for Employees, Core Skills for Developing Leaders, Start in Project Management, Intro to Oral Presentations and Employment Law. SQL training
Proficient in the following systems: Peoplesoft HR & FS, Excel, Word, Publisher, Powerpoint, Outlook, some experience with running SQL queries to troubleshoot system issues, Biztalk, Recruitmax, KTrac, Shared documents.
Able to multi task and work with multiple systems simultaneously.