Results-oriented Program Manager enthusiastic about taking on new challenges. Successful at developing innovative strategies to capitalize on dynamic market conditions. Strategic planner and clear communicator with a data driven and adaptable approach.
Overview
11
11
years of professional experience
Work History
Program Manager
TLC Associates
Americus, GA
01.2020 - 05.2023
Contributed to strategy initiatives management across multiple programs through accountability, communication and reporting.
Planned and led team meetings to review business results and communicate new and ongoing priorities.
Completed accurate and efficient data entry and database updates to support business operations.
Input client information into spreadsheets and company database to provide leaders with quick access to essential client data.
Adhered to strict data confidentiality policies to prevent information leakage.
Interviewed prospective employees and provided input to HR on hiring decisions.
Mediated conflicts between employees and facilitated effective resolutions to disputes.
Reporting and planning financial P&L
Created reports and audited spreadsheets to maintain concise records.
Communicated regularly with management to discuss quality trends.
Trained and led staff on proper QA standards.
Recommended improvements to systems and procedures for increased productivity.
GEME Vaccine Scheduling,
MCI
Work From Home , Work FromHome
12.2020 - 05.2021
Managed high volumes of inbound and outbound calls in fast-paced environment to build, cultivate and establish lucrative client relationships.
Maintained accurate records of incoming calls in internal database.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Monitored compliance risk controls to identify deviations and offer recommendations.
Maintained composure and patience in dealing with aggressive customers.
Five 9
Front Desk Receptionist
Southern Point Staffing LLC
Leesburg, GA
11.2020 - 02.2021
Received incoming calls and coordinated with staff to fulfill customer requests.
Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
Greeted visitors to provide information and direct to appropriate personnel.
Answered multi-line phone system and managed calls by routing to proper extensions or taking messages.
Explained policies and procedures to visitors.
Completed basic bookkeeping and document filing.
Signed for packages, recorded deliveries and distributed to personnel.
Scheduled appointments and maintained and updated appointment calendars.
Kitchen Order Packer
Sunnyland Farms
Albany, GA
09.2020 - 11.2020
Work as a team to package products
Assist fulfillment with moving inventory as requested
Worked with management in maintaining and organizing all cleaning and shipping supplies
Additional expectations as approved/designated by management
Packaged bulk and private label orders
Followed procedure to ensure cleanliness of workspace
Assistant Call Center Manager
Teleperformance
Albany, GA
10.2013 - 07.2020
Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
Developed quality assurance standards and established targets for all staff.
Monitored performance by reviewing relevant reporting data and producing statistical reports.
Delivered constructive call process feedback.
Completed accurate and efficient data entry and database updates to support business operations.
Compiled data from source documents prior to data entry.
Shift Leader
Video Warehouse
Albany, GA
12.2011 - 08.2013
Handled escalated customer concerns and emergencies in absence of manager or supervisor.
Counted cash on hand at shift change and closing to determine shortages or overages and prepare bank deposit statements.
Delegated tasks to employees and monitored activities and task completion.
Educated customers about offerings, promotions and pricing to boost sales.
Coached team members to increase productivity and reduce workplace accidents.
Upheld company standards and compliance requirements for operations.
Managed daily workflow and scheduled staff for adequate coverage.
Assisted general manager with operations game plan and company initiatives implementation.