Ellen Payne
Bronx
Summary
With over 20 years of extensive expertise in operations management and team supervision, excelling in communication and coordination. Leveraging skills in Excel and PowerPoint to enhance customer service and optimize data management processes, driving organizational success. Passionate about applying innovative solutions to support and elevate organizational goals. Positive, collaborative, and solutions-oriented professional with strong organizational and leadership skills. Comprehensive understanding of team dynamics and project management, expertise in conflict resolution and performance optimization. Commitment lies in fostering a productive work environment and driving team success.
Overview
17
17
years of professional experience
Work History
Supervisor
Global Contract Services
06.2023 - Current
- Collaborated on a Supervisory team at a in Inbound Call Center with over 800 associates
- Facilitated and led remote associates on how to effectively communicate and utilize their customer service skills in a call center that handles approximately 8000 to 12000 inbound calls on a daily basis
- Provided coaching strategies to a team of 50 plus agents daily while evaluating team performance while offering constructive feedback
Coordinator, Administrative Supervisor
GVC LTD.
08.2014 - 07.2021
- Managed transportation for special needs children, ensuring seamless communication with stakeholders
- Maintained scheduling system data, optimizing driver and mechanic schedules for efficiency
- Collaborated with drivers and education departments to resolve route issues and enhance service
- Addressed complaints from parents and schools, improving satisfaction with transportation services
Operations Manager
GVC II (Access-A-Ride Paratransit Division)
11.2007 - 06.2014
- Administered and oversaw the daily operations of Access A- Ride, a Paratransit Transportation company
- Represented and enforced the policies and processes were in accordance with the organization's missions
- Managed the information flow and efficiency between mechanics and dispatchers
- Organized the day-to-day processing of accidents and incidents reports and communicating with NYCT Paratransit Superintendents
Education
CUNY
Managers certificate course -
ADEPT
Transportation and mapping course -
ADEPT
Associate of Applied Science - Medical Administration
Monroe College
Bronx, NY08.2023
Skills
- Microsoft Word
- Excel
- PowerPoint
- Supervision
- Customer Service
- Communication
- Data Management
- Problem Solving
- Coordination
- Operations Management
- Customer service
- Staff development
- Team building
- Conflict resolution
- Data analytics
- Coaching and mentoring
Timeline
Supervisor
Global Contract Services
06.2023 - Current
Coordinator, Administrative Supervisor
GVC LTD.
08.2014 - 07.2021
Operations Manager
GVC II (Access-A-Ride Paratransit Division)
11.2007 - 06.2014
Managers certificate course -
ADEPT
Transportation and mapping course -
ADEPT
Associate of Applied Science - Medical Administration
Monroe College
CUNY
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