Skilled in developing and motivating individuals and high performing teams. Background includes experience in operations management, customer service delivery, personnel administration and labor relations. Effective in the implementation and execution of attendance policies. Lead explanation and review of corporate policies such as codes of conduct and employee handbook. Proficient at delivering, interpreting and applying policy as the company requests. Partnered with management peers in the hiring and employee churn process. Dedicated to service excellence related to internal and external customer base. Strong interpersonal skills. Adept in problem solving, initiating and implementing plans of action. Adept at strategic planning, goal setting and execution. High energy level, excellent follow-up skills, strong attention to detail. Self-motivated to be a major contributor.
Overview
34
34
years of professional experience
Work History
Quality Documentation Specialist
Raytheon Technical Services Company
Mountainhome, PA
05.2022 - Current
Communicated with production team members about quality issues.
Organized test data for report generation and analysis.
Adhered to safety and clean area procedures to comply with agency and regulatory mandates.
Completed supporting documentation for testing procedures and material certification data.
Completed Certificate of Conformance as needed
Master Scheduler
Raytheon Technologies
Mountainhome, PA
06.2021 - 05.2022
Responsible for scheduling jobs to shop floor to meet customer deadlines
Updated and researched production, purchasing and quality for weekly meetings
Coordinated with material handlers to ensure inventory was available to start jobs
Coordinated with purchasing to ensure vendor supplied parts were on schedule.
Created and monitored production schedules from start to finish.
Performed analysis of materials to maximize product planning, capacity, product completion and delivery efficiency meeting customer and site requirements.
Customer Service Associate
Raytheon Technical Services Company
Mountainhome, PA
08.2019 - 06.2021
Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Offered basic technical support for clients on wide range of company products.
Maintained accurate and current customer account data with manual forms processing and digital information updates.
Office Manager
Newman, Corveleyn, Wolfe & Fareri P.C
Stroudsburg, PA
07.2011 - 05.2019
Responsible for leading support staff of 18 staff members, all of which are direct reports
Responsible for weekly payroll input, checks and deposits as well as financial tracking of corporation and partnership as well as title company
Assignment also included In Charge responsibilities, administrative duties, office delegations, special projects, and revenue generations and cost control
Complete calculation and input of weekly payroll
Enter accounts payable for weekly payment
Process all checks and deposits for firm
Human Resource manager to all support staff members
Created detailed job process manual for office manager position
Process all 401K contributions, loans, withdrawals and employer contributions in coordination with Pension Advisory group and 401K company
Reconciled Juris software completely for first time since inception
Worked with Juris support and accountant to ensure we were in agreement
Provide each shareholder with end of month reports, fee sheets, pre-paid balances and trust history
Point of contact for all support staff for attendance issues, vacation, compensation and bonuses
Coordinated with outside consultant to arrange retreat to improve business processes
Enter, import and post all time entries for month
Responsible for printing pre-bills, distributing to attorneys and editing pre-bills into bills posting and mailing final bills
Process yearly raises and bonuses as directed by shareholders
Prep agenda and make arrangements for shareholders meetings
Renew all attorney registrations and licenses
Point of contact for all health, professional liability, workers compensation, umbrella and life insurance policies and renewals
Responsible for ordering all office supplies
Customer Service Representative
ESSA Bank & Trust
Canadensis, PA
02.2010 - 07.2011
Responsible for performing a variety of duties as they pertain to consumer service for Branch offices as well as coordinating with other departments; providing branch manager with any pertinent information to immediate supervisor; responding to inquiries/requests for information; providing guidance and on-the-job training to Customer Service Representative(s) assisting immediate supervisor with administrative tasks to support branch operations
Complete documentation and perform point-of-sale processing on all types of new accounts, e.g
Loans, deposits, etc
Provide assistance and maintain ongoing business relationships with present customers in order to maintain loyal customer base
Provide customer service information on timely basis in order that it may be included as part of monthly and year-to-date performance reports
Maintain thorough knowledge of features and benefits of all Bank products/services in order to ascertain customer needs and offer appropriate services to meet those needs
Assist customers in obtaining specialized services from other departments such as investments and trust services
Maintain awareness of new business opportunities with customers; actively refer customers to appropriate customer service personnel as warranted when these opportunities are available
Provides assistance to business banking customers in establishing new deposit accounts and other business products.
Supervisor
National Wireless, Cingular Wireless
Scranton, PA
04.2004 - 07.2009
Helped open Scranton LSC to handle live calls from, customers
Participated in stadium training classes in order to ensure having the appropriate force to handle all calls
Member of a team that has consistently met all contractual requirements of our client.
Maintained excellent attendance record, consistently arriving to work on time
Used critical thinking to break down problems, evaluate solutions and make decisions
Customer Service Partner
LiveSource - Verizon
Scranton , PA
04.2004 - 07.2009
Responsible for leading teams of 70 Directory Assistance Operators
Up to 30 of which were direct reports
Train and develop associate' s skills in order to meet and exceed all standards of job requirements including CST and revenue objectives
Coach, motivate, observe and analyze performance
Provide continuous feedback and yearly appraisals
Review and discuss quality results by monitoring CQM reports, customer verbatims and daily errors
This assignment also included In Charge responsibilities, administrative duties, office delegations, special projects, and revenue generations and cost control
Accomplishments Include:
Tracking and Maintaining Non-wage dollars for 2 LiveSource centers
Actively participated in operator hiring, initial training and final evaluations
Trained over 30 associates during 9-month period
Followed all attendance protocol as it related to FMLA, disabilities and attendance policies and practices.
Consultant
Verizon
Stroudsburg, PA
05.1993 - 04.2004
Responsible for handling requests from existing or new customers or their agents (where applicable) for installation, disconnection, or changes of telephone systems and services
Meeting or exceeding corporate requirements for sales objectives through identification of customer needs and recommendation of telephone product and services to accommodate same
Discussing, investigating, and resolving disputes, complaints and inquiries regarding customers' service, billing, rates, adjustments, policies, etc
Establishing and assessing customer credit information
Interacting with other departments and telecommunications customers by telephone, in writing or via system to implement new communication systems or resolve disputes and problems
Meeting or exceeding deadlines that satisfy customer requirements and needs promptly, accurately and pleasantly, realizing that some customers may be irate
Accomplishments Include:
Frequently assumed Team Leaders responsibilities when they were unavailable
Regularly led training meetings to update consultants with new practices and procedures
Handled commitments to customers, adjustments, issued service orders and investigated accounts at customer requests for peers that were having difficulties
Compiled CCI results for CSSC team members to help create action plans for improvement and recognition for outstanding performance.
Education
Some College (No Degree) - Family and Consumer Sciences
Marywood University
Scranton, PA
Bachelor of Science - Fashion Design, Business concentration
University of Philadelphia
Philadelphia, PA
12.1990
Skills
Computer Skills
Windows, Microsoft Office, Word, Excel and PowerPoint, Lotus Notes, BOSS, Sop-doe, AMTS, Peoplesoft
Cleaning and Sanitation
Quality Management Systems
Perceptual Speed
Quality Control Data Compilation
Attentive and Observant
Continuous Improvement
Adaptability and Flexibility
Inspection and Testing Reports
Microsoft Excel
Spelling Abilities
Timeline
Quality Documentation Specialist
Raytheon Technical Services Company
05.2022 - Current
Master Scheduler
Raytheon Technologies
06.2021 - 05.2022
Customer Service Associate
Raytheon Technical Services Company
08.2019 - 06.2021
Office Manager
Newman, Corveleyn, Wolfe & Fareri P.C
07.2011 - 05.2019
Customer Service Representative
ESSA Bank & Trust
02.2010 - 07.2011
Supervisor
National Wireless, Cingular Wireless
04.2004 - 07.2009
Customer Service Partner
LiveSource - Verizon
04.2004 - 07.2009
Consultant
Verizon
05.1993 - 04.2004
Some College (No Degree) - Family and Consumer Sciences
Marywood University
Bachelor of Science - Fashion Design, Business concentration
University of Philadelphia
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