Joyce Mayhew

• Managed daily tasks, adhered to AHT, 40-45 call requirement, use of logic, multi tasking, toggling between multiple systems, and clearly communicating resolutions in an effective manner while delivering a great customer experience.
• Answered transferred customer calls from Level 1 and 2 CSRs regarding concerns or questions related to their accounts.
• Logged detailed actions taken on accounts and conversations with customers into database.
• Provided a high level of professional and courteous service using empathy when needed. while conducting account investigations.
• Adhered to confidentiality requirements and laws to ensure information was disseminated only to authorized individuals.

• Assisted in helping new operators, sharing knowledge of best practices and promoting a culture of teamwork amongst peers.
• Consistently met or exceeded performance targets while maintaining strict adherence to attendance, productivity, and handling time regulations.
• Collaborated with other departments to optimize process workflows.

• Established trusting relationships with regular customers through friendly interactions and personalized assistance during their time at the ballpark.
• Removed trash, cleaned, swept, disinfected and mopped floors to maintain customer safety, health and for a professional appearance.
• Replenished shelves regularly to meet customer demand and maximise sales.
• Performed cash and card transactions to complete customer purchases.
• Demonstrated flexibility in scheduling availability by creating various shifts as needed, supporting overall staff coverage requirements when necessary.
• Expedited long lines during peak hours by swiftly processing transactions, minimizing wait times for customers.
• Worked with students to maintain a high level of attention to detail while handling cash and processing financial transactions to reduce discrepancies in cash reconciliations.

• Setup 3 registers each morning
• Made coffee and ran vacuum
• Worked flexible schedule and extra shifts to meet business needs
• Operated cash register for cash, check, and credit card transactions with excellent accuracy levels
• Greeted customers entering store and responded promptly to customer needs
• Put away stock as time permitted

• As a Black Belt, assumed responsibility for training 45 Learning and Development (L&D) employees as Green Belt process improvement certified.
• This involved gaining the voice of the customer, completing the charters, gathering and analyzing data, making recommendations for improvement, implementing the changes and briefing management on all aspects of the project.
• The exiting L&D strategies, policies and guidance were reviewed to develop and recommend program revisions through execution, tracking, and monitoring appropriate interventions pertaining to significant L&D program issues. Through it all I was able to provide expert consultative and advisory services in the fields of Adult Education and HR Management.
• Developed strong relationships between management and staff members through open communication channels, leading to improved collaboration across all departments.
• Worked on numerous process improvement projects resulting in significant savings.

• Maintained program and project management, which included accountability for the management of all professional soft skills. All existing training was modified, edited and updated to included new techniques and approaches. New training courses with these skills were procured.
• Analyzed and advised management of the effectiveness of several leadership development programs which included "Professional Business Skills" and my involvement with the analyzes of the structural characteristics of the bodies of knowledge of all programs.
• Assisted with program development by identifying interrelated problems, then provided expert knowledge of Adult Education, HR management theories, concepts, practices, laws, regulations, procedures. Drew conclusions and made recommendations for improvement of agency wide Learning and Development (L&D) programs.
• Established and maintained effective working relationships with supervisors, managers, and the L&D staff by providing expert consultative and advisory services and coordinating all logistical details for leadership development activities. Both oral and written communication skills are needed to prepare reports, charts, graphs and studies; develop, coordinate and provide program training.

• Was competitively selected to serve A Process Improvement Specialist in a one year developmental assignment. As a developmental Black Belt a team was led in value stream and process mapping, defined a customer's critical to quality factors, defined and implemented process improvement key initiatives which resulted in significant improvement in service delivery, reduced operational unit cost, increased quality, and increased the effective and efficient use of DFAS resources.
• Reviewed an operational problem located in Contract Services Directorate (CSD). The focus of the project was to reduce the travel and training dollars by analyzing the data, design and develop a training curriculum. Assisted with defining the project scope. priorities and staff necessary to complete the project using the Lean/Six and Project Management methodology. Data was formatted for use in charts and presentations. The cost savings for this project was $610,000 and assisted me with earning my Lean6 Black Belt certification.

Was competitively selected as a Leader in Motion (LIM) in HR Shared Services, Learning and Development. During time as a LIM, participation in monthly group meeting, attended classes was required; and facilitated a quarterly meeting in September 2007, while completing duties as a HR Specialist. The LIM program was successfully completed in May, 2008.

• Was primarily responsible for all leadership development programs. Modified, edited and updated content of existing training to include new techniques and approaches. Designed, developed, implemented and facilitated training for the "Transition to Supervision" and Collaboration between Supervisors and Leads" modules within the first six months of employment. Also designed and developed a twelve month leadership development program for non-management employees.
• The necessary oral and written skills needed to develop, coordinate, and prepare training instructions were applicable. A leadership article or book review was periodically submitted for publication in the Defense Business Journal (DBJ) electronic magazine.