Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Languages
A little about Desma Draper
References
Timeline
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Desma Draper

Desma Draper

Danville,VA

Summary

Team-oriented Operations Support Specialist with many years of experience delivering operational analysis and technical and administrative support. Proactive self-starter excels at wide range of operational support, including sales, manufacturing, and finance functions. Dedicated to solving problems and meeting both complicated and mundane business needs with creative and team-oriented drive.

Overview

19
19
years of professional experience

Work History

Operations Support Analyst

Verizon Connect
Cary, North Carolina
04.2022 - Current
  • Subject matter expert as a member of the BuSS Order Processing team, providing pre-sale account support to our Connect and Wireless business sales customers.
  • Diagnosing and triaging account issues while educating Verizon representatives on internal errors in the BuSS end-to-end process. Whether it’s in person or over the phone, I provide a first-class experience to our stakeholders.
    •. Utilization of SFDC, ECPD, B360, ACSS, BuSS, and other system databases to research, document, and validate conclusions for VZ Connect, as well as VBG, and VCG, identified gaps.
  • Delivering end-to-end process handoffs for government orders. Partnering with internal departments to ensure customer orders are processed accurately and timely.
    •. Aligning with the Sales Operations team to manage and assist with tracking all work and tasks.
    Driving a culture of urgency and task delivery to meet established deadlines.
    • Maintaining a strong knowledge base of Verizon Connect's business, organization, and strategy. • Interacting with various stakeholders at different levels within the organization.

Coordinator Of Business Operations

Verizon Wireless
Cary, North Carolina
01.2019 - 04.2022
  • Drive Digital First Utilization, conducting trainings for my business and Thinkspace Management Center. Build relationships internally and externally.
  • Utilizing OMNI, ACSS, EWI, WFM Web, and EPOD for account information. • Special Projects. I was a VPP SME. Reporting Compile reports for sales. Utilizing the BI Reporting tool to generate reports. MYBIZ customizations and maintenance requests for new MB customers based on client needs. Lead MyBiz customer training awareness campaigns to create attendance at the Digital Marketing team weekly sessions for customers.
  • Lead on any and all customer special requests for billing, training, welcome calls, etc. SFDC reports and calling campaigns (CBO led) based on sales rep/team needs and/or results. Responsible for Greenfield win My Business introduction calls. Calling, emailing, or sending U.S. mail to existing customers. Creating account profiles and entering orders for new and existing customers. Processing purchase orders for government customers. Partnering with internal departments to ensure customer orders are processed accurately and timely. Researching and resolving customer billing inquiries and discrepancies, and communicating results to our customers. Delivering training on self-service tools and products to customers. Performing account analysis and creating reports for customers on usage, pricing, and competitive comparisons.
  • Interacting with various stakeholders at different levels within the organization. Customer Retention: Responds to requests from field sales staff for information, i.e., price plan analysis and customer information, while providing administrative and sales support, i.e., proposals, marketing information, handling customer service issues, problem solving, and follow-up on customer service issues; develops and coordinates customer training, education, and support regarding wireless phones, accessories, and services. Provides pre-sale support.
  • Order Processing: Processes all appropriate documentation for new orders, renewals, and ensures policies and procedures are met with regard to sales activations. Ensures equipment activation and delivery. Supports customer extranet activations. Training/Meetings: Continuously update knowledge of wireless products, services, and industry trends. Participate in training opportunities on products and services, and attend sales meetings. SPECIAL PROJECTS – PRO-ACTIVE ACTIVITIES: Lead or partner with the Sales Organization on the Renewal project where appropriate. Proactively work with the Federal team regarding expiring Purchase Orders to avoid gaps. Daily inventory stock updates to the CBO organization and Sales teams. Drive WPS service addition to Government accounts. 1X to LTE transition in NEM. Zero Usage plan to repurpose across NEM. Project Management as assigned. Calling, emailing, or sending US mail to existing customers.

Customer Service Call Center Supervisor

Fanueil
Martinsville, Virginia
03.2018 - 01.2019
  • Provided support to agents during peak volume periods or when additional assistance was needed.
  • Coordinated customer service staff to ensure prompt resolution of customer inquiries.
  • Conducted regular one-on-one meetings with team members to discuss progress and development needs.
  • Resolved escalated customer complaints in a timely manner.
  • Ensured compliance with applicable laws and regulations related to customer service.
  • Maintained up-to-date knowledge of products, services, and industry trends to provide accurate information to customers.
  • Documented detailed reports of daily activities within the call center environment.

Production Operations Manager

Sodexo USA
Martinsville, Virginia
03.2017 - 12.2017
  • Conducted regular meetings with team members to discuss safety procedures, product standards, and performance expectations.
  • Provided technical support for troubleshooting machine malfunctions during production runs.
  • Prepared detailed documents outlining each step of the production process.
  • Identified potential process improvements to reduce costs and increase efficiency.
  • Managed budgets related to purchasing parts, equipment, labor costs.
  • Developed and implemented processes to ensure quality control of all production operations.
  • Facilitated communication between staff members across different shifts.
  • Maintained positive relationships with vendors to secure competitive prices for supplies and materials.
  • Maintained accurate records of inventory levels, purchases, and sales orders.
  • Created a comprehensive training program for new employees in the production department.
  • Investigated customer complaints related to product quality or delivery issues.
  • Supported audit reviews and initiated corrective actions.
  • Reviewed individual employee performance to correct issues and enhance productivity.
  • Issued work orders for repairs to plan maintenance of equipment, machinery and vehicles.
  • Promoted employee safety awareness based on understanding of regulatory mandates and organizational best practices.

Production Operations Manager

Crothall Services Group
Roanoke, Virginia
10.2016 - 03.2017
  • Prepared detailed documents outlining each step of the production process.
  • Identified potential process improvements to reduce costs and increase efficiency.
  • Developed and implemented processes to ensure quality control of all production operations.
  • Maintained positive relationships with vendors to secure competitive prices for supplies and materials.
  • Maintained accurate records of inventory levels, purchases, and sales orders.
  • Established standard operating procedures for all production operations.
  • Evaluated employee performance and provided feedback on areas needing improvement.
  • Created a comprehensive training program for new employees in the production department.
  • Researched new technologies that could improve the productivity of the facility.
  • Implemented cost-saving measures such as reducing energy consumption and streamlining processes.
  • Managed materials to meet production goals and specific customer demands.
  • Supported audit reviews and initiated corrective actions.
  • Oversaw inventory and physical counts and performed periodic cycle counts to verify outgoing orders.
  • Reviewed individual employee performance to correct issues and enhance productivity.
  • Coached and mentored employees to develop and enhance career skills.
  • Facilitated communication between departments to ensure project alignment.

Assistant General Manager

Extended Stay America
Durham, NC
12.2014 - 10.2016
  • Assisted in the recruitment process by conducting interviews with prospective candidates.
  • Prepared weekly schedules for staff members based on their availability.
  • Ensured compliance with all applicable laws and regulations related to employment practices.
  • Resolved customer complaints in a timely manner while maintaining a professional demeanor.
  • Analyzed sales data to identify trends and opportunities for growth.
  • Provided training, guidance, and support to staff members on proper procedures and policies.
  • Developed and implemented effective strategies to maximize sales and profits.
  • Developed marketing plans to promote products or services offered by the company.
  • Ensured that customer service standards were met or exceeded at all times.
  • Monitored inventory levels and placed orders for new stock as needed.
  • Motivated and led team members to work together to achieve targets.
  • Managed store cash intake with high accuracy and prepared daily bank deposits.
  • Fostered performance-oriented environment focused on promoting team collaboration, personal accountability and long-term business success.
  • Helped team develop specialized projects, events and promotions.
  • Supported annual profit goals by streamlining processes and improving staff knowledge of optimal procedures.
  • Managed team schedules, delegations, and performance evaluations to optimize productivity.

Call Center Supervisor

NCO Financial
Greensboro, North Carolina
07.2014 - 12.2014
  • Assigned tasks to agents based on their skillset and availability.
  • Managed staff scheduling to ensure adequate coverage during peak hours.
  • Provided guidance, training, coaching and mentoring to call center team members.
  • Participated in hiring interviews and selection process for new team members.
  • Monitored calls for quality assurance purposes.
  • Identified areas where additional training was needed among existing staff members.
  • Created incentives for employees who achieved high performance standards.
  • Conducted performance reviews of call center staff and documented results.
  • Facilitated individual coaching sessions with CSRs to realign productivity goals.
  • Worked with training team to maintain frontline agent and tier I and II agent product support and certification training initiatives.
  • Trained and supervised new employees to promote overall team productivity and consistent service.
  • Coordinated with IT department to troubleshoot and resolve technical issues impacting call center operations.
  • Prepared reports on team performance, customer feedback, and operational metrics for senior management.

Contact center operator II

Carilion Roanoke Memorial Hospital
Roanoke, Virginia
08.2012 - 07.2014
  • Respond to and manage complex inbound and outbound calls, emails, and chats regarding appointments, billing, insurance, medical services, and general information.
  • Schedule, reschedule, and cancel patient appointments, adhering to clinic protocols, and optimizing physician schedules.
  • Provide essential information about medical procedures, office policies, and service availability.
  • Verify patient demographics, insurance information, and benefits, updating records in the electronic health record (EHR) system.
  • Collect required patient demographic and financial data elements, determine financial responsibility, and secure pre-payment for services.
  • Complete pre-certification requirements by obtaining authorization from the insurer or healthcare facility.

Medical Records Clerk

Sovah Health - Danville
Danville , Va
12.2011 - 03.2012
  • Scanned paper records into digital format.
  • Performed quality assurance reviews of medical records for accuracy and completeness.
  • Assisted in developing processes for maintaining current information in patient's files.
  • Retrieved patient medical records in response to requests from authorized personnel.
  • Collected, compiled and maintained statistical data on hospital utilization, beds occupied.
  • Verified insurance eligibility prior to releasing protected health information.
  • Reviewed patient charts for accuracy and completeness.
  • Resolved any discrepancies found in the review process.
  • Prepared reports summarizing patient information as requested by physicians or other healthcare providers.
  • Responded to inquiries from patients, physicians and other healthcare providers regarding medical records.
  • Entered data into electronic health record systems.
  • Updated patient files with new medical information as needed.
  • Monitored compliance with state and federal regulations regarding release of information.

Call Center Operations Manager

TELVISTA
Danville, Va
09.2006 - 02.2011
  • Oversaw daily activities including staffing, scheduling, monitoring workloads.
  • Analyzed and monitored key performance metrics to ensure quality assurance standards were met.
  • Coached employees on techniques for handling difficult customers or situations.
  • Resolved escalated customer complaints in a timely manner.
  • Conducted regular team meetings to provide guidance, training, and feedback on performance.
  • Developed and implemented strategies to improve customer satisfaction, reduce wait times, and increase efficiency.
  • Performed other duties as assigned by senior management team.
  • Maintained up-to-date knowledge of products and services offered by the company.
  • Reviewed reports regularly to analyze call center performance against established goals.
  • Developed strategies to improve customer satisfaction and loyalty.
  • Recruited, trained, evaluated and supervised personnel as needed.
  • Generated detailed reports on call center productivity levels for management review.
  • Implemented new technologies that improved overall customer experience.
  • Assessed employee performance through regular one-on-one meetings and evaluations.
  • Ensured compliance with applicable regulations, policies, and laws related to customer service operations.

Education

Associate of Science - Administrative Office Minor Medical Office

National Business College
Danville, VA
06-2012

High School Diploma -

Fieldale Collinsville High School
Collinsville, VA
06-1989

Bachelor of Science - Psychology

Liberty University
Lynchburg, VA

Skills

  • Order processing
  • Salesforce management
  • Quality control
  • Data analysis
  • Systematic troubleshooting
  • Customer relationship management
  • Effective communication
  • Problem solving
  • Team leadership
  • Training development
  • Time management
  • Operations management
  • Expense reporting
  • Scheduling
  • Compliance monitoring
  • Reporting and documentation
  • Customer engagement
  • Problem-solving aptitude
  • Adaptability
  • Customer service
  • Relationship building
  • Problem-solving
  • Teamwork
  • Performance management
  • Active listening
  • Interpersonal skills
  • Teamwork and collaboration
  • Excellent communication
  • Adaptability and flexibility
  • Incident management

Affiliations

  • I volunteer at the homeless shelter in Roanoke VA.
  • I am very active in my church, Singing on the praise team and I dance with the praise dance team.
  • I am also committed to working with Veterans who suffer from trauma.

Accomplishments

I have received several recognizing you awards since joining VZ Connect.

I received supervisor of the month and supervisor of the year at Telvista and NCO.

I served in the United States Navy receiving an Honorable Discharge.

Languages

English
Full Professional

A little about Desma Draper

  • I am creative, intuitive and I have a positive attitude.
  • I am team oriented, a true team player. Always willing to go above and beyond what is asked.
  • I am a hard worker. I demonstrate discipline, dedication and commitment.

References

References available upon request.

Timeline

Operations Support Analyst

Verizon Connect
04.2022 - Current

Coordinator Of Business Operations

Verizon Wireless
01.2019 - 04.2022

Customer Service Call Center Supervisor

Fanueil
03.2018 - 01.2019

Production Operations Manager

Sodexo USA
03.2017 - 12.2017

Production Operations Manager

Crothall Services Group
10.2016 - 03.2017

Assistant General Manager

Extended Stay America
12.2014 - 10.2016

Call Center Supervisor

NCO Financial
07.2014 - 12.2014

Contact center operator II

Carilion Roanoke Memorial Hospital
08.2012 - 07.2014

Medical Records Clerk

Sovah Health - Danville
12.2011 - 03.2012

Call Center Operations Manager

TELVISTA
09.2006 - 02.2011

Associate of Science - Administrative Office Minor Medical Office

National Business College

High School Diploma -

Fieldale Collinsville High School

Bachelor of Science - Psychology

Liberty University

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