Proactive and goal-oriented professional pursuing full-time role that presents a challenge with excellent time management and problem-solving skills. Known for reliability, adaptability, with swift capacity to learn and apply new skills. Proven expertise in operations management and staff training, boosting team performance and customer retention through innovative strategies. Skilled in management and interpersonal relations, who consistently achieves and surpasses goals.
Overview
16
16
years of professional experience
Work History
ASIC Associate IV
WNS Global Services
Cuyahoga Falls , Ohio
01.2022 - Current
Trained ASIC skills to WNS staff working from Philippines.
Continued ASIC chat services keeping up on metrics and goals.
ASIC Associate IV
Allstate Insurance Company
Cuyahoga Falls, Ohio
11.2015 - 01.2022
Worked closely with documentation team to provide feedback for edits for ASIC Information documents. This increased volume and decreased call/chat length.
Helped design and lead a program named The summit within ASIC then throughout Allstate departments we encountered. It was successful to get staff to
create inter-team meetings to work on the root cause of issues. Worked on helping the team accomplish their job easier and more efficiently and also communications between the teams helped processing considerably from receiving the same errors. This was great for morale by getting the people face to face (or zoom) together.
Answered phones/chat and handled Agency Services questions and helped resolve where to find information, providing it, or explaining and helping figure out
their questions.
Very fast paced work, ever changing information. Exceeded in all metrics, trained to top of ASIC learning skills. Helped others to succeed by having "sit-alongs" with them. Never complacent.
Retail Store GM
Family Video
05.2008 - 11.2015
Delivered exceptional customer experiences and built loyalty through consistent great service, grassroots events held on weekends, game & or theme nights etc.
Handled problematic customers and clients to assist other employees and maintain excellent customer service.
Enhanced employee retention, providing ongoing training and development
opportunities. Provided thoughtful guidance to personnel in navigating and
resolving snags in productivity.
Enhanced employee retention, providing ongoing training and development opportunities. Provided thoughtful guidance to personnel in navigating and
resolving snags in productivity.
Recruited, hired, and trained personnel
Fostered a positive work environment to improve team morale and productivity levels.
Schedules and flexibility Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Monitored financial performance, set budgets and controlled expenses to provide stability and long-term growth.
Developed and implemented strategies to increase sales and profitability.
Guided team members to maintain high productivity and performance metrics
Grassroots events Supervised creation of exciting merchandise displays to catch
attention of store customers.