Pamela Birt

Astound Communications

Long Island City, New York

04.2000 - 06.2024

Managed team of 15 employees, ensuring high productivity and quality standards where yearly goals and objectives were not only met but exceeded .
Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
Managed staff scheduling and projects assignment, ensuring adequate coverage.
Analyzed key performance indicators to identify effective strategies.
Collaborated with other departments to coordinate workflow processes and to ensure effective project alignment.
Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflow.
Monitored employee productivity levels to identify areas of improvement.
Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
Resolved escalated customer complaints in a timely manner while ensuring customer Net Promoter Scores remained within standards
Addressed and resolved interpersonal conflicts within the team, to maintain a harmonious and collaborative work environment at all times.
Implemented quality control measures, significantly reducing error rates.
Identified opportunities for process improvements, leading to cost reductions and increased productivity.
Acted as the market’s primary employee recognition and appreciation liaison, by coordination annual virtual and in person events.