Algie Baptist

Performs financial and budgetary activities and ensure the effective and ongoing operation of the business.

Designing and managing activities that allow the company to continue delivering value. These activities typically consist of managing the operations process, inspecting for quality, and maintaining and transporting materials.

Provides operational support to various teams. This group defines and supports internal processes and procedures while facilitating the development of relationships. Ensures the accurate compilation, analysis, and/or reporting of data relating to business groups being supported.

Provides operational support to various teams. This group defines and supports internal processes and procedures while facilitating the development of relationships. Ensures the accurate compilation, analysis, and/or reporting of data relating to business groups being supported.

Completing WorkForce Management tickets received by our key stakeholders(PSO), and Store managers to correct promotions.
-Provide support for promotion escalations and enablements not available to front-line employees.
-Reading Correspondences and using critical thinking to resolve complex issues; working with customers and re-establishing the Verizon Brand
-On The Spot SPC chat pilot program- assisting our PSO agents in real-time promotion fallouts through Live Engage. Offering education where possible to enhance the customer experience, both internal and external. Collaborating with internal and vendor partners to ensure gaps and trends are considered and addressed to create unified processes, policies and experiences while ensuring the best experience and interests are considered for our customer and /employees at all times.
-Able to Multitask working Live Engage Chat while completing tickets
-Pilot program for promo empowerment. Coaching peers on existing processes as SME.
-Partnering in Slack with teammates; coaching self-sufficiency and recommending solutions on more complex scenarios while staying engaged in moral boosting team conversations
-Process Expert AYS project. Completing RASP tickets for the promo empowerment team. Submitting examples to existing AYS tickets and adding new tickets for submitted errors.
-Completing and documenting 55+ tickets and updating 55+ tracking Sheets providing raw data for accurate reporting and data analytics.
-Completing and filtering RASP tickets to assist the Process analysts and Revenue Assurance.
-Created a Project tracker- designed to collaborate with others to create content that will improve processes and frontline experiences
-Develop changes to the requalification process to lessen the customer impact in receiving a large debit for promotion corrections in Peer to Peer partnership.
-Developed a process for leadership to use to improve overall ticket times by pairing CSST agents for group coaching to increase efficiencies in completing tickets
-Collaborated with an analyst to identify areas of improvement in readiness for sunsetting of the Supervisor Device Trade-In google form.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Contributed to sales growth by upselling products and services based on individual customer requirements.
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Exceeded performance metrics consistently, earning recognition as a top performer within the team.
• Participated in training programs to enhance product knowledge and customer service skills.
• Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
• Developed feedback system for customers to share their service experience, leading to actionable improvements.
• Boosted team morale by consistently recognizing colleagues' contributions and achievements.
• Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
• Trained new Customer Service Representatives on company policies, procedures, and best practices.
• Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
• Fostered positive customer service culture within team which led to higher customer satisfaction rates.
• Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
• Educated customers about billing, payment processing and support policies and procedures.
• Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
• Implemented and developed customer service training processes.
• Cross-trained and backed up other customer service managers.
• Reduced process inconsistencies and effectively trained team members on best practices and protocols.
• Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.

• Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
• Planned, designed, and scheduled phases for large projects.
• Met project deadlines without sacrificing build quality or workplace safety.
• Established effective communication among team members for enhanced collaboration and successful project completion.
• Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
• Identified plans and resources required to meet project goals and objectives.
• Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
• Coordinated cross-functional teams and resolved conflicts, maintaining a positive work environment throughout the project lifecycle.
• Managed projects from procurement to commission.
• Coordinated material procurement and required services for projects within budget requirements.
• Negotiated contracts with vendors and suppliers, securing quality materials at competitive prices for efficient use of resources.
• Maintained compliance with industry standards and regulations, conducting regular audits and updates to project practices.
• Completed projects within tight deadlines, coordinating team efforts and prioritizing tasks effectively.
• Promoted innovation within project teams, encouraging exploration of new tools and methodologies to enhance project outcomes.
• Monitored project progress, identified risks and took corrective action as needed.
• Facilitated workshops to collect project requirements and user feedback.

• Mentored junior team members, contributing to their professional growth and ability to handle complex cases independently over time.
• Led activities of the team in daily operations, providing assistance in complex problem resolution.
  - Supported new hire supervisors with coaching and team management.
  - Conducted coaching sessions to improve customer interaction quality.
• Developed training materials for new hires, resulting in a faster onboarding process and higher retention rates.
• Enhanced team performance by coaching colleagues on best practices in customer service.
• Championed a culture of continuous learning and improvement within the team, resulting in consistently high-performance metrics.
• Championed adoption of new tools or methodologies among peers, accelerating efficiency gains through early adoption efforts.
• Streamlined support processes for quicker issue resolution and increased productivity.
• Optimized scheduling for better coverage during peak hours, reducing wait times for customers seeking assistance.
• Provided coaching and mentoring to employees.
• Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
• Analyzed and evaluated training effectiveness and program outcomes.
• Utilized variety of instructional design methodologies to create effective learning experiences.

• Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
• Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
• Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
• Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
• Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
• Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
• Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
• Managed diverse team, promoting inclusive work environment that leveraged individual strengths.
• Led successful project completions under tight deadlines, coordinating effectively across multiple teams.
• Implemented rewards and recognition program that significantly increased employee engagement and satisfaction.
• Achieved significant improvements in operational efficiency, introducing and enforcing quality control measures.
• Boosted team morale and performance, organizing regular training sessions and motivational meetings.
• Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
• Collected, arranged, and input information into database system.
• Educated staff on organizational mission and goals to help employees achieve success.
• Devised and implemented processes and procedures to streamline operations.
• Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
• Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.