Cynthia Haymon
Gary,IN
Summary
Director of Ministerial Staff Core Competencies Strategic Planning | Project Management | Program Development | Community Outreach | Policy and Procedure | Training and Leadership | Cross-Functional Management | Research | Cost Benefit Analysis | Budgeting | Collective Bargaining | Campaign Marketing | Contract Negotiation | Recruitment | Proficient in Microsoft Office Suite
Overview
35
35
years of professional experience
Work History
Pastor Resurrection House Baptist Church of Northwest Indiana
Owner/Operator Public/Private Management Consultant
CGM Consultants
- Assist homeowners in modification of existing home loans
- Management Public and Private Consulting
- Contract Negotiations
Owner/Operator
Consulting, CGM Cleaning and Janitorial Services, LLC
Chief Clerk
Metra – Northeast Illinois Railroad Corporation
2013.05 - Current
- Implement and coordinate both strategic and tactical plans to enhance performance
- Provide executive administration, budgeting, and collective bargaining negotiations
- Provide research and cost benefit analysis
- Preparing statistics on employment and customers for retention purposes
- Detail routes, timetables, cargo and tracking conditions for year-end audits
- Maximize resources to achieve customer satisfaction and increased productivity, meet deadlines and goals.
- Contract Negotiation for craft workers to insure that Union and Metra were inline with updated information for each craft
- Participated in discipline procedures for crafts with hearings and follow up with disciplinary actions given.
- Create budget and monthly reports to Chief Mechanical Officer within the Mechanical Department
- Communicates equal employment/affirmative action information to employees; applies job-related criteria in selecting, orienting, assigning, training, counseling, evaluating, and disciplining subordinates; assists employees in preparing for promotion as described in the Metra's Affirmative Action Program; directs training and rotational programs for employees;
- Direct subprofessional accounting activities such as: purchasing, preparation of expense statements, payroll administration, accounts payable and receivable, petty cash funds, cash receipts, remittance reports, deposit certificates, pricing and coding materials, and computing benefits, salaries, rates, and assessments; may direct subordinates operating complex automated data systems related to payroll and personnel records; may prepare budget requests; acted as custodian of records; arranged conferences and meetings involving the preparation of agendas and minutes; conferred either bureau, department, City, or private and public representatives to discuss department activities; arranged and coordinated activities involving the repair and maintenance of facilities, equipment, and property; and assigned to other duties for training purposes or to meet technological changes or emergencies.
Call Center Supervisor/Acting Project Manager
Maximus – COVID
2020.01 - 2020.07
- Supervise the work of CSRs to ensure adherence to quality standards, deadlines, following procedures, and correcting errors and resolving problems as needed
- Interview and recommend hiring and promotion of contact center staff, through partnering with Human Resources
- Develop work schedules and assign duties to direct report personnel to ensure efficiency
- Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources
- Discuss job performance concerns with employees to identify causes and impacts
- Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get their rest and meal breaks
- Provide support and identify training needs and development opportunities through weekly coaching sessions with direct reports
- Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports’ quality performance and trending call types
- Provide coaching on a regular basis,
- Participate in meetings and recommend changes to policies and procedures
- Assume leadership responsibility for departmental tasks and contact center activities as required
- Support and enforce contact center expectations
- Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products
- Ensuring agents understand and comply with all call center objectives, performance standards, and policies
- Answering agent questions regarding best practices or difficult calls
- Identifying operational issues and suggesting possible improvements
- Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary
- Preparing reports and analyzing data to assist management as they determine call center goals
- Working with other supervisors and management team members to support agents and maximize customer satisfaction
- Communicated factual and procedural HR information clearly both orally and in writing
- Gathered and analyzed basic facts
- Assist with conclusions regarding HR processes
- Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work
- Assist direct reports with escalated issues or cases as needed.
Office Manager
University of Illinois
1988.06 - 2012.10
- Strategic Planning
- Performance and Productive Improvement
- Organizational Design
- Infrastructure Development
- Functioned in Project Management role
- Long Range Planning
- Conducted cross-functional management for initial and follow-up contact
- Coordinated marketing campaigns and special events
Laborer
City of Chicago
2006.06 - 2007.09
- Maintains streets, sanitation, and refuse pick-up for Chicago
- Addressed quality of life and health issues including graffiti removal, rodent control, tree trimming, and abandon care removal
- Upgraded and repositioned departmental data storage
- Created unique research method to guide new service request and updates
- Department requisition and day-to-day operation of log sheets for the Graffiti Department
- Developed strategy to integrate mapping systems for laborers and drivers to determine the amount of work that is complete per team.
Education
Master of Arts - Public Administration
Keller Graduate School of Management
Chicago, IL05.2024
Bachelor of Science - Criminal Justice
Chicago State University
Chicago, IL12.2007
Skills
- Customer Loyalty
- Efficient Service
- Professional Relationships
- Schedule Coordination
- Office Organization
- Safety Rules
- Individual Sessions
- Evaluate Performance
- Call Center Strategy
- Management Training
Additional Information
- , Awarded Black Essence Award for Community Service and Ministry Director of Youth Ministry Director of Women’s Ministry
Timeline
Call Center Supervisor/Acting Project Manager
Maximus – COVID
2020.01 - 2020.07
Chief Clerk
Metra – Northeast Illinois Railroad Corporation
2013.05 - Current
Laborer
City of Chicago
2006.06 - 2007.09
Office Manager
University of Illinois
1988.06 - 2012.10
Pastor Resurrection House Baptist Church of Northwest Indiana
Owner/Operator Public/Private Management Consultant
CGM Consultants
Owner/Operator
Consulting, CGM Cleaning and Janitorial Services, LLC
Master of Arts - Public Administration
Keller Graduate School of Management
Bachelor of Science - Criminal Justice
Chicago State University
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