Cynthia Thomas

· Support NOCC and Regional Operations Command Center, Field Technicians, and Field Management

· Ensure customer escalation cases and work order requests are responded to timely.

· Responsible for ensuring Field Technicians are assigned orders and provided scheduled routes daily.

· Responsible for ensuring Validations, Service Reviews, General Operations & Maintenance case actions are processed timely.

· Deliver Mid and Year End Performance Reviews

· Manage staff to ensure SLAs are achieved.

· Support other ROCC territories to ensure Center SLA are met.

· Partner with Field Service Supervisors and Manager daily to address opportunities and communicate business updates.

· Utilized problem solving skills to support staff and clients to resolve issues.

· Partner with Call Center, Account Managers, Escalations Team, Contract Agencies,

· Mentor to selected Lead staff and Supervisors.

• Created corrective actions based on adverse KPI trends.
• Analyzed data from daily reports to identify trends in production performance metrics.
• Directed operations staff by providing guidance, training, and support in order to meet company objectives.
• Analyzed, compiled and presented statistical, financial, and production processing reports to senior leadership.
• Maintained open communication with team members and stakeholders, resulting in successful project outcomes.
• Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
• Provided technical expertise in the design and implementation of automated systems used in the operations department.
• Assessed employee development needs and provided feedback on their progress towards meeting goals.
• Published customer satisfaction results from feedback forms and correspondence.
• Prepared staff work schedules and assigned team members to specific duties.
• Improved morale and management communication by creating employee recognition and rewards practices.
• Developed initiatives for process improvement and reviewed and assessed ongoing operations.
• Managed scheduling, training and inventory control.

• Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
• Provided guidance to team members on how to handle difficult customer situations while maintaining excellent customer service levels.
• Delegated work to staff, setting priorities and goals.
• Coordinated events such as product launches or promotional activities within the center.
• Collaborated with senior leadership teams on initiatives that would improve overall operations at the center.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Ensured compliance with company policies and procedures as well as local regulations and labor laws.
• Reviewed and submitted accurate bi-weekly payroll to satisfy human resources obligations and maintain high employee satisfaction.
• Created operational plans for the center in order to maximize efficiency and productivity.
• Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.

· Responsible for overall development, implementation, and management of Point-of-

Sale Support Department

· Manage multiple projects simultaneously and successfully. Recognized for meeting

and exceeding project deadlines, deliverables, and expectations.

· Responsible for increasing employee knowledge of POS equipment, troubleshooting

skills, and for reduced terminal replaced by 50%

· Accountable for improving statistical achievement of customer abandonment rate

and service level by 30%

· Facilitate workshops, classes, and seminars on company products, processes,

policies, and systems.

· Assist in developing, enhancing, and implementing online websites allowing

customers the opportunity to reference new and existing accounts.

· Developed coaching tools to assist Customer Service Representatives with high-end

clients. (Ex: Wal-Mart and GAP)