Flora Riley

• Inspire, lead, and coordinate diverse cross-functional teams to deliver complex Agile projects on time, fostering innovation, accountability, and continuous improvement.
• Exercise sound judgment in managing project budgets, resource allocation, and scope/timeline decisions to maximize business value, stakeholder satisfaction, etc.
• Successfully manage multiple high-priority projects for top clients by leveraging adaptability, resilience, and best-in-class Agile practices.
  Implement and launch enterprise Service Desk, ITSM, and digital solutions (e.g., ServiceNow, AI, CRM platforms), driving successful change management and user adoption.
• Communicate effectively with stakeholders, apply proactive risk management, and maintain thorough project documentation to ensure transparency, quality, and ongoing process improvement, etc.

• Directed day-to-day operations for between 20-25 Tier I and Tier II service desk agents, overseeing performance and development for a diverse technical support team.
• Ensured strict adherence to Service Level Agreements (SLAs), optimizing team productivity and maintaining high customer satisfaction.
• Prioritized and delegated daily tasks, triaged escalated issues, and provided coaching, counseling, and constructive feedback to foster motivation.
• Conducted employee performance evaluations, delivered annual merit reviews, and maintained key administrative functions.
• Performed root cause analyses and drove continuous improvements in helpdesk operations.
• Collaborated with Recruiting to interview and onboard qualified candidates.
• Built and maintained a cohesive, high-performance team environment through effective leadership and transparent communication.
• Supported quality assurance processes, including live call evaluations.
• Contributed to special projects and initiatives as needed.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.

• Managed, mentored, and developed a high-performing team of 25–30 CSRs and Case Managers, consistently achieving strong results and fostering professional growth.
• Utilized data-driven performance monitoring and real-time reporting to optimize call center operations (200–400 calls/day), maintaining high service levels and efficiency.
• Proactively recruited, onboarded, and trained new team members, supporting program growth and creating an inclusive, welcoming team culture.
• Handled escalated calls and resolved complex customer issues with empathy, professionalism, and advanced problem-solving skills.
• Fostered open communication, collaboration, and conflict resolution, ensuring a positive work environment and supporting team engagement, inclusivity, and adaptability, etc.

• Oversaw all aspects of daily store operations, including inventory and cash control, opening/closing procedures, and ensuring a safe, welcoming environment for both customers and employees. Set ambitious sales targets, tracked team performance, and implemented data-driven strategies (including cold calling and in-store promotions) to consistently drive revenue growth.
• Recruited, trained, and developed a high-performing staff team, providing ongoing coaching, performance management, and fostering a positive work culture.
• Enforced cost control measures and robust loss prevention practices to safeguard company assets and maximize profitability.
• Built strong community partnerships, executed local marketing campaigns, and maintained an organized, visually appealing store to attract and retain customers, typically managing between 5 and 25 in-store customers daily depending on promotions, etc.

• Led, trained, and developed a high-performing team of 14–17 network technicians, promoting a culture of technical excellence, safety, and ongoing professional growth.
• Directed project coordination, network capacity planning, and resource allocation to enhance scalability, reliability, and uptime, in alignment with organizational requirements and future growth, etc.
• Developed and enforced network operation standards, policies, and best practices to ensure security, compliance, and optimal performance.
• Managed maintenance schedules, logistics, and fleet operations for field teams, ensuring efficient workflows, supply chain alignment, and real-time quality/safety compliance.
• Acted as Project Manager for major initiatives (e.g., multi-state Direct TV merger), overseeing cross-functional collaboration, technical integrations, and delivering projects on time and within scope.
• Resolved escalated customer and technical issues, prioritizing timely resolution and high levels of service satisfaction.
• Inspected network installations to guarantee adherence to technical standards, regulatory guidelines, and company policies, etc.

Coursework Completed 1998-2001

• Continuing education in Business Management