Annitra Ross
Richardson,TX
Summary
Operation Manager with 26+ year experience, motivated and organized with excellent customer service that exceeds expectations and leads to increased revenue opportunities. Committed to developing strong hiring practices and training programs to create a positive work environment that rewards high performers. Thrives in a fast-paced environment with the ability to manage multiple projects. Operations Management Strategic Planning Process Improvement Customer Service Training Development & Delivery Inventory Control Multi-site Operations Quality Assurance
Overview
27
27
years of professional experience
Work History
PSIgen Imaging Supervisor
Kofile Technologies
12.2020 - Current
- Document Scanning and Indexing Operations, Oversee day to day operations, preparation, scanning and indexing QC.
- Oversee Scan machines, Kodak's, OPEX, WideTek, Bookeye, Zeutschel and ScanOptics.
- Additional responsibilities including payroll, monitored productivity, and work performance reporting to diversify skillset and keeping up KPI daily Reports.
- Designated trainer, performing quality control, coaching, and professional training that ensure the highest standard of client interaction.
- Hiring process to identify top candidates and a follow-on onboarding and training program to provide every new employee with the tools to be successful.
- Help with (SOP) “Statement of Procedures” expectations, and to update them on new partnership opportunities.
- Client SLA /Quality ratings expectations 95.5% to 97.5 %.
Concierge Manager, Customer Service
The Drakestone- High-Rise Residence
Houston, Tx
10.2019 - 12.2020
- Directly supervises and provides guidance, training and support to the Front Desk Staff
- Sets and adheres to the highest standards of performance and instills them in the staff by personal follow-up to ensure that the service is being delivered
- Demonstrates a routine and effective ability to adjust to changing circumstances
- Manages the scheduling and operations of the Front Desk
- Provides training for all new hire Front Desk Agents assigned to property
- With the guidance and approval of the General Manager, conducts all necessary performance evaluations, corrective counseling, recruiting and/or terminations
- Keeps track of activity logs for shift, incident reports for the Manager's review
- Assists in investigations, tape/log reviews for any unusual incidents
- Helps General Manager with any special requests, i.e
- Administrative work, mailings, etc
- Demonstrates excellent customer service, communication and time management skills
- Monitors Emergency Response System
- Greets and directs residents, guests and invitees
- Monitors and controls Electronic Security Control Systems
- Responds to emergency situations in a timely and efficient manner
- Monitors and controls access to the building
- Maintains (DAR) daily log, records and forms
- Resolves and follows-up on all complaints/issues
- Maintains a safe and secure environment throughout the building/property(s) and safety procedures
- Trained on Yardi
- Fair Housing Training
Customer Service Specialist (Retention)
AT&T Call Center
Houston, TX
03.2018 - 10.2019
- Answers inbound call from customers with billing issues, technical issues, or general questions regarding service
- Assists customers questions and concerns on all products and services offered by the Company through research and resolution using various tools and systems
- Handles telephone, multiples systems CRM, Clarify, RIO, OMS, OPUS, Telegence
- Coordinates with all sales channels for retention efforts on existing customer base
- May sell all products and services offered by the Company
- May help collect past due balances or take payments from customers who have been disconnected
- Processes credit applications and activates service
- Maintains appropriate records, prepares required reports, and updates customer accounts
- Performs other duties as assigned by management.
Transaction Processing Manager
Xerox/Conduent
Dallas, Texas
06.2013 - 06.2017
- Xerox/Conduent - Document Scanning and Indexing Operations, Oversee daily paperless operations and supervise 44 employees in the processing of mortgages documents for corporate clients Fannie Mae, Colonial and Sonyma companies
- Excellent knowledge of Conventional/FHA/VA loans, Disclosures and Origination loans
- Additional responsibilities including payroll, monitored productivity, and work performance reporting to diversify skillset
- Designated trainer and coach, performing quality control, coaching, and professional training that ensure the highest standard of client interaction
- Created a new hiring process to identify top candidates and a follow-on onboarding and training program to provide every new employee with the tools to be successful
- Host weekly meeting with clients and business partners to review business needs and “Statement of Work” expectations, and to update them on new partnership opportunities
- Fair Housing training
- Developed strong working relationship with major corporate clients to improve customer satisfaction Quality/SLA ratings from 92% to 100%.
Production Control Manager
ACS/Xerox
10.1994 - 06.2013
- Document Scanning and Indexing Operations, Ran day to day scanning operations, performed daily operations for Homecomings, Associates, Nationstar and SunTrust mortgage companies
- Go-to troubleshooter for backlogged Conventional/FHA/VA loans files
- Assisted with essential Human Resources functions and served as department trainer for new employees
- Designated trainer and coach, performing quality control, coaching, and professional training that ensure the highest standard of client interaction
- Hiring new top candidates and a follow-on onboarding and training program
- Host weekly meeting with clients and business partners to review business needs, expectations, and to update them on new partnership opportunities
- Developed strong working relationship with major corporate clients to improve customer satisfaction, Quality and SLA’s
- Led a three-month project processing over 4 million car titles from all locations in the United States for a major automotive company without a single title loss or discrepancy
- Went above and beyond expectations on a four-month project for processing SunTrust (RESPA) accounts, which resulted in the award of a major SunTrust contract.
Education
High School Diploma -
Big Sandy, High School
Business Management -
Mountain View College
Dallas, TXSkills
- Operations Management
- Strategic Planning
- Process Improvement
- Customer Service
- Inventory Control
- Quality Assurance
- Training Development & Delivery
- Some Technician Skills
- Multi-site Operations
- MS Excel
Timeline
PSIgen Imaging Supervisor
Kofile Technologies
12.2020 - Current
Concierge Manager, Customer Service
The Drakestone- High-Rise Residence
10.2019 - 12.2020
Customer Service Specialist (Retention)
AT&T Call Center
03.2018 - 10.2019
Transaction Processing Manager
Xerox/Conduent
06.2013 - 06.2017
Production Control Manager
ACS/Xerox
10.1994 - 06.2013
High School Diploma -
Big Sandy, High School
Business Management -
Mountain View College
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