GerDina Brown-Williams
Detroit,MI
Summary
Friendly customer service tech ready to expand my life's work ethic with opportunities in the airline, customer service, and/ or hospitality industries using my bright personality.
Overview
36
36
years of professional experience
Work History
Workforce Management Specialist
MGM Grand Detroit Casino
Detroit, MI
08.2023 - 05.2024
- Created scheduling solutions for departments that account for current business demands as well as exceptions.
- Collaborated with department leaders to ensure accurate staffing levels and to formulate efficiency strategies.
- Suggested schedule changes.
- work as a team completing daily schedule operations, such as leave requests, vacation requests and call offs.
PBX Operator
MGM Grand Detroit
Detroit, MI
02.2023 - 08.2023
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Provided training and coaching to new PBX operators.
- Took messages from callers and accurately relayed details to intended staff.
- Completed connections between callers, departments and professionals.
Technical Associate
AT&T
Southfield, MI
01.2014 - 12.2022
- Worked for the Manager's of the Technicians, by creating the tech's schedules, updated the tech's non- productive and productive time, and changing the tech's schedule via requested ticket handling.
- Entered, retrieved and manipulated information from various computer and operational support systems.
- Prepared, maintained, and conducted analysis of various reports, records, and /or work schedules.
- Coached my peers when help was needed with learning new processes related to scheduling.
- Taught new hires the scheduling process.
Directory Assistance Operator
AT&T
Mount Clemens, MI
04.1988 - 01.2014
- Searched alphabetical directories to answer requests.
- Listened to customer requests, referring to alphabetical or geographical data bases to answer questions and provide telephone information.
- Completed connections between callers, departments and professionals.
- Payroll
Education
High School Diploma -
Southwestern High School
Detroit, MI06.1985
Business Administration
Davenport University
Dearborn, MISkills
- Call handling, Data Entry, Excel, Great Communication Skills, Kronos, Microsoft Office, Microsoft Teams, Microsoft Work, Payroll, Q Drive, Spreadsheets, Virtual Roster, and Workday
Timeline
Workforce Management Specialist
MGM Grand Detroit Casino
08.2023 - 05.2024
PBX Operator
MGM Grand Detroit
02.2023 - 08.2023
Technical Associate
AT&T
01.2014 - 12.2022
Directory Assistance Operator
AT&T
04.1988 - 01.2014
High School Diploma -
Southwestern High School
Business Administration
Davenport University
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