Gregory Howard
Rochester,NY
Summary
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Youth Detention Officer
Monroe County
07.2021 - Current
- Managed all juvenile correctional facility operations
- Established and maintained contact with parents and guardians
- Inspected all detention facilities twice a day and noted any issues
- Coordinated with counselors and state officials on each case
- Supervised all transfers for court dates and medical appointments
- Prepared and updated reports on each juvenile offender
- Coordinated efforts with guidance counselors to develop a customized program
- Managed daily operations of all youth programs aimed at correcting discipline issues
- Ensured that all academy regulations and procedures were upheld and enforced
- Performed regular inspections of youth quarters to check for banned items
- Supervised group outings to ensure the safety of all individuals
- Worked with outside youth services agencies on a per-case basis
- Prepared individual assessment reports.
Site Manager
AeroSafe Global
Rochester, NY
01.2021 - 03.2022
- Managed employee pool by hiring, retaining, terminating, evaluating performance and counseling employees to improve performance
- Conducted new hire orientation on company policies, procedures, and expectations for all employees
- Partnered with operations management to create and maintain job descriptions and manage both internal and external job postings
- Worked closely with hiring managers, human resource managers, and executive leadership to determine hiring needs, trends and recruiting strategies
- Experience working with and processing workforce timesheets, both manual and eTimekeeping
- Experienced creating/developing best practices to promote positive customer and employee engagement
- Able to function in complex, evolving and fast-paced environments
- Oversaw operations of temp employees ranging in number from 50-60 employees per day in departments of both shipping and receiving.
MPSC Implementation Coordinator
Paychex, Inc
Rochester, NY
01.2020 - 01.2021
- Provide excellent customer service for multiple Paychex products
- Build Great customer relationships
- Assured customer claims and complaints were resolved relatively, effectively, and in accordance with Paychex policies and procedures
- Proactively educated and informed clients, and initiates improvements based on client feedback
- Solved complex problems, Always took a new perspective on existing solutions
- Cultivate strong relationships with clients and internal and external partners to deliver quality service
- Proactively identifies opportunities to enhance clients' service experience
- Project manages new case implementation activities and serves as a liaison between the Sales team, Account Managers, and customers
- Identified and implements opportunities for process improvements
- Demonstrated advanced skill level with systems and software packages, which include HRIS, Salesforce, Flex, Core Advanced, CRM, and ORS
- Serves as a mentor for less experienced teammates
- Documented all interactions and uses the information to improve service
Direct Sales Supervisor
Charter Communications
Rochester, NY
11.2017 - 11.2019
- Collaborated with direct reports to maximize customer satisfaction, streamline procedures and improve bottom-line profitability
- Recruited, hired, and trained new employees, including monitoring and review of individual performance
- Identified business prospects through cold calling, networking, marketing and database leads with our CRM
- Established and administered annual budget with effective controls to prevent overages, minimized burn rate, and support sustainability objectives
- Managed high-value existing and new business partnerships to deliver on objectives and maximize corporate revenue, support, and awareness
- Managed day-to-day operations, including supervision and assignment delegation for 20 sales reps.
Contact Center Supervisor
Maximus INC
Rochester, NY
07.2016 - 10.2017
- Successfully launched NYSOH call center; interviewed, hired and trained 2000+ call taking agents
- Coached and developed agents ensuring all calls were taken meeting ISO and Quality compliance requirements
- Identified individual development needs with appropriate training
- Developed client relationships while exceeding service standard goals
- Worked with the training team to maintain front-line agent and tier 1 and II agent product support and certification training initiatives
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings
Assistant Branch Manager
Citizens Bank
Rochester, NY
08.2015 - 07.2016
- Oversaw sales forecasting, goal setting and performance reporting for all accounts
- Consistently exceeded monthly sales quotas by more than 95% by pursuing leads and expanding prospect list
- Identified and qualified customer needs, developed sales strategies and negotiated and closes profitable projects with an 85% success rate
- Educated customers on a variety of loan products and available credit options to promote valuable decision-making
- Prepared operational and risk reports detailing financial metrics to help management make proactive decisions
- Monitored daily operations and supported Branch Manager in necessary duties.
Customer Success Manager
DIRECTV
Rochester, NY
02.2010 - 10.2015
- Retained clients to build brand awareness and generate leads while managing internal and external product marketing campaigns and programs
- Developed training and promotions, analyzed sales, manage trade shows, purchased media, and provide creative services
- Contributed to planning and production of industry events, advertising, direct mail, telemarketing, and sales collateral
- Directed development of all collateral, including data sheets, web content, case studies, direct mail, sales and channel training.Increased revenues by 150% within 1 year as Sales Manager
- Supervised leadership force of 10 managers and 60 sales associates
- Developed and implemented a training program to increase employee productivity and product knowledge
- Formalized sales process to enhance operations and promote the acquisition of new customers.
Education
SAP Functional Consulant - Information Technology Project Management
Coursera
03.2023
High School Diploma -
East High School
06.2003
Skills
- Crisis Intervention
- Interpersonal Communication
- Stress Management
- Eagerness to Learn New Technologies
- Analytical Thinking and Problem Solving
- Project Management
- Amazon Web Services
- CRM Software
- Data Analysis
- Presentations and Demonstrations
- Salesforce Software
- Microsoft Office
- Sales Expertise
Certification
- Certified SAP Consultant Coursera - 2023
Timeline
Youth Detention Officer
Monroe County
07.2021 - Current
Site Manager
AeroSafe Global
01.2021 - 03.2022
MPSC Implementation Coordinator
Paychex, Inc
01.2020 - 01.2021
Direct Sales Supervisor
Charter Communications
11.2017 - 11.2019
Contact Center Supervisor
Maximus INC
07.2016 - 10.2017
Assistant Branch Manager
Citizens Bank
08.2015 - 07.2016
Customer Success Manager
DIRECTV
02.2010 - 10.2015
SAP Functional Consulant - Information Technology Project Management
Coursera
High School Diploma -
East High School
- Certified SAP Consultant Coursera - 2023
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