Gretta M. Silva-Ane
Maricopa,AZ
Summary
Dynamic professional with a proven track record at Parker & Sons Water Dept, excelling in team leadership and strategic planning. Enhanced appointment generation and quality through effective coaching and developed SOPs that improved training processes. Skilled in call analysis and customer support, fostering collaboration and driving performance in fast-paced environments.
Overview
9
9
years of professional experience
Work History
Service Dispatcher; Lead Sales Coordinator; Sales Coordinator Supervisor
Parker & Sons Water Dept
Phoenix, AZ
04.2023 - Current
- Managed five Sales Coordinators, enhancing team performance through targeted coaching and training.
- Processed 20-30 outbound calls daily to schedule service appointments for water treatment systems.
- Reviewed and analyzed calls and tasks performed by Sales Coordinators, providing actionable feedback.
- Adjusted weekly schedules of Sales Coordinators and Consultants to optimize appointment capacity.
- Created comprehensive reports on Consultant Key Performance Indicators (KPIs) and other relevant metrics.
- Developed new Standard Operating Procedures (SOPs) to enhance training processes within Water Sales Department.
- Facilitated interdepartmental meetings to propose strategies for increasing appointment generation and revenue.
- Promoted through roles from Service Dispatcher to Lead Sales Coordinator, demonstrating leadership capabilities.
FOC; Admin; Industrial Employment Specialist; Account Manager
Express Employment Professionals
Flowood, AZ
08.2021 - 04.2023
- Managed largest account at Chandler office by overseeing recruitment and quality control checks on associates.
- Conducted heavy incoming call responses from applicants and client companies to provide timely assistance.
- Matched job applicants with suitable positions based on staffing needs of various client companies.
- Performed quality control checks to ensure services and rates met client expectations.
- Facilitated onboarding process by distributing and explaining paperwork prior to interviews.
- Coached associates on resume development, attendance, and professionalism for enhanced employability.
- Verified employment history and eligibility through E-Verify and background checks using GlobalSafety/GlobalSoft.
- Handled payroll processing by accurately inputting hours and verifying Kronos reports weekly.
Teacher, One Year Old Room; Teacher, Five and Six Year Old Room
Play and Learn Childcare Center
Richmond, KY
09.2020 - 08.2021
- Developed weekly lesson plans for one-year-old, five, and six-year-old children to enhance gross and fine motor skills.
- Maintained effective classroom management and schedules for diverse age groups.
- Organized events and activities tailored to one-year-old children and other age groups at childcare center.
Front Desk Assistant
Seabury Athletic Center, Berea College
Berea, KY
08.2017 - 08.2020
- Optimized member experience for student and community members within a 100,000+ square foot athletic center.
- Executed strict cash handling protocols for membership and locker rental transactions.
- Scheduled athletic competitions and events, including receptions and banquets.
- Coordinated end-of-day cleanup and closing procedures for the athletic center.
Assistant Teacher
Child Development Lab (CDL), Berea College
Berea, KY
05.2017 - 08.2017
- Assisted Lead Teacher in developing lesson plans and activities for 12-15 students in kindergarten through third grade.
- Designed educational activities and events to enhance student learning outcomes.
- Managed daily schedules, ensuring consistent routines for optimal student engagement.
Education
Bachelor of Arts - Vocal Music Education
Berea College
Berea, KYBerea, KY
Skills
- Service scheduling
- Call analysis
- Customer support
- Standard operating procedures
- Team leadership
- Account management
- Appointment generation
- Verbal and written communication
- Problem solving
- Strategic planning
- Time management
- Adaptability
- Customer request management
- Teamwork and collaboration
- Critical thinking
- Computer literacy
- Prioritization
- CRM software
- Spanish translation
- Quality assurance
- Coaching and training
- Conflict resolution
References
- Mr. Kiel Emberton, Associate Director, Seabury Center, Berea College, 101 Chestnut Street, Berea, KY, 40403, (217) 549-6041, embertonk@berea.edu, Former Supervisor
- Mr. Joe Saleem II, Assistant Sports Information Director, Women's Soccer Head Coach, Berea College, 101 Chestnut Street, Berea, KY, 40403, (618) 520-7371, sleemj@berea.edu, Former Coach, Former Supervisor
- Ms. Cyan Almodovar, Orlando, FL, (407) 770-9370, Personal/Friend
Languages
- Spanish
- English
Volunteer Community Leadership
- Vice President, Communications & Coordination Officers, Concert Choir, Berea College, 08/01/17, 05/01/20, Served as part of the Concert Choir leadership team; communicated rehearsal times and requirements; coordinated mentoring and leadership development activities.
- Varsity Member, Leadership Team, Women's Soccer Team, Berea College, 08/01/16, 05/01/19, Planned team building activities for the team; supported new players; and contributed to the team's healthy, competitive, and inclusive learning environments.
Timeline
Service Dispatcher; Lead Sales Coordinator; Sales Coordinator Supervisor
Parker & Sons Water Dept
04.2023 - Current
FOC; Admin; Industrial Employment Specialist; Account Manager
Express Employment Professionals
08.2021 - 04.2023
Teacher, One Year Old Room; Teacher, Five and Six Year Old Room
Play and Learn Childcare Center
09.2020 - 08.2021
Front Desk Assistant
Seabury Athletic Center, Berea College
08.2017 - 08.2020
Assistant Teacher
Child Development Lab (CDL), Berea College
05.2017 - 08.2017
Bachelor of Arts - Vocal Music Education
Berea College