Summary
Overview
Work History
Skills
Timeline
Pandora Pruse

Pandora Pruse

64 Pony Express Dr. Unit A,Florida

Summary

Successful at continually exceeding Sales and Service objectives/targets. Knowledgeable standards and winning strategies to drive success and accomplish business goals. Expert in customizing approaches to fit the businesses, markets and target customers. Experienced at building top sales teams that perform above target and have positive morale. Responsible for training and mentoring new employees to perform high quality customer service. Prepared monthly reports for records, closed terminated records, completed final audit of charts and insured that all documentation has been received and filed. Committed to high standards of product inspections and customer service with extensive knowledge of sales processes. Adept at collaborative with various departments for comprehensive quality control and process compliance.

Overview

21
21
years of professional experience

Work History

Trainer/Quality Assurance Manager

American Red Cross
05.2021 - Current
  • Performed root cause analysis to identify and resolve quality issues and defects.
  • Created and maintained quality management systems to align with industry standards.
  • Collaborated with cross-functional teams to develop and implement process and system improvements.
  • Implemented new quality assurance and customer service standards.
  • Conducted process and system audits to identify areas of improvement and enforce compliance with industry standards.
  • Monitored staff organization and suggested improvements to daily functionality.
  • Assessed product quality by monitoring quality assurance metrics, reports and dashboards.
  • Developed and implemented comprehensive quality assurance plans to monitor product quality and adherence to regulatory standards.
  • Recorded, analyzed, and distributed statistical information.
  • Evaluated interactions between associates and customers to assess personnel performance.
  • Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
  • Played key role in on-going call flow design, reevaluation and optimization to keep pace with company growth.
  • Oversaw development and implementation of improvements to support and network operations.

Trainer/Team Lead Sales/Service Hybrid

Progressive
06.2020 - 05.2021
  • Identified and acted on growth opportunities and development options for business.
  • Supported sales account managers by providing accurate and detailed reports.
  • Expanded sales revenues by identifying opportunities and executing customized marketing plans.
  • Communicated project expectations to team members and stakeholders to set tone for high productivity level.
  • Monitored project progress, identified risks and took corrective action as needed.
  • Maintained open communication by presenting regular updates on project status to stakeholders
  • Coordinated team members, consultants and material resources across multiple projects and departments.
  • Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
  • Analyzed project performance data to identify areas of improvement.

TRAINER/TEAM LEAD

TTEC
07.2019 - 12.2019
  • Successfully completed train the trainer course
  • Hold current Health Care License for Florida
  • Played a major role in gaining eHealth's steady stay
  • Trained multiple classes for immediate production
  • Completed TTec trainer, management, and nesting certifications
  • Tracked and reported on all students certification, training completions and attendance
  • Taught new team members correct procedures for all areas of operations.
  • Set positive example for team members by providing high-quality, efficient service.
  • Documented training and progress on database to enable tracking history and maintain accurate records.
  • Designed and executed training programs for new and existing crew members to provide knowledge, skills and techniques in performing tasks.
  • Researched training programs to stay up to date with current trends and relevant with job responsibilities and requirements.
  • Analyzed training requirements of crew members to identify areas for improvement, bridge gap and provide resources.
  • Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
  • Established and maintained quality control standards.
  • Facilitated virtual, in-person and blended learning sessions.

TEAM LEAD

AMERICAN RED CROSS, RSG, TTEC
03.2016 - 08.2019
  • Recruited, interviewed and hired talented individuals that would bring dynamic sales expertise to the organization
  • Launch Retail LOB, driving an increase in revenue for our business
  • Successfully coached employees on cross-selling additional products and services to maximize revenue opportunities
  • Communicated IT issues immediately; gathering required information and providing consistent feedback to resolve issues quickly and minimize impact to service level
  • Consistently scored above 90% with NPS and Employee surveys
  • Conducted ongoing agent development to help employees achieve job satisfaction and growth within their current roles
  • Maintained company compliance
  • Consistently met deadlines and requirements
  • Planned and directed staff training, monitored sales team performance and evaluations, analyzed sales data and reported information to area managers
  • Developed solutions to sales challenges and maximized business opportunities
  • Communicated the progress of monthly and quarterly initiatives to internal and external sales teams
  • Trained all incoming sales team members
  • Fostered a positive work environment by consistently treating all employees and customers with respect and consideration
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Coached team members in techniques necessary to complete job tasks.
  • Worked different stations to provide optimal coverage and meet production goals.
  • Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
  • Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
  • Developed monthly and daily production output plans to deliver on customer service and financial metrics.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Worked with team to identify areas of improvement and devised solutions based on findings.
  • Promoted high standards through personal example to help each member understand expected behaviors and standards.
  • Held weekly team meetings to inform team members on company news and updates.
  • Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
  • Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.

ASSISTANT MANAGER

Community Bank
05.2012 - 03.2016
  • Managed multiple priorities in a fast-paced environment
  • Performed IT support by troubleshooting, updating devices and supporting software needs
  • Educated customers about the brand to incite excitement about the company's mission andvalues
  • Built relationships with customers to increase likelihood of repeat business
  • Completed all daily tasks and special assignments with an efficient and quality-driven approach
  • Answered escalated calls promptly and resolved all customer complaints in a professionalmanner resulting in an increase of customer satisfaction

OWNER OPERATOR

Waynesburg Music
12.2011 - 12.2014
  • Optimized inventory levels to stay with current demand
  • Developed and implemented detailed business plan to get operations running on the bestfoundation
  • Created successful marketing and promotions plans that drove revenue growth
  • Established and maintained strong procedures for daily operations
  • Drafted budgets, monitored warehouse costs and reduced expenses when possible
  • Monitored security and handled incidents in accordance to policy and procedure

OWNER OPERATOR

Pandora's Family Day Care
01.2003 - 05.2011
  • Organized implemented and engaged in recreational activities such as games and puzzles
  • Identified signs of potential emotional or developmental concerns in children and brought themto parents' or guardians' attention
  • Communicated with parents through enrollment, tours, newsletters, conferences and directpersonal communication
  • Analyzed, constructed and calculated daily accounting records, including payroll and salestransactions
  • Maintained accurate and detailed records, including staff and child files on enrollments,attendance, health and safety, emergency contact information and incident reports
  • Implemented innovative programs to increase employee loyalty and reduce turnover

Skills

  • Quality Assurance
  • Data Analysis
  • Pre-Implementation Audits
  • Presentation Design
  • Exceptional Multitasking Skills
  • Time Management
  • Customer Service Process Improvement
  • Policy Reinforcement
  • Professional Relationships

Timeline

Trainer/Quality Assurance Manager - American Red Cross
05.2021 - Current
Trainer/Team Lead Sales/Service Hybrid - Progressive
06.2020 - 05.2021
TRAINER/TEAM LEAD - TTEC
07.2019 - 12.2019
TEAM LEAD - AMERICAN RED CROSS, RSG, TTEC
03.2016 - 08.2019
ASSISTANT MANAGER - Community Bank
05.2012 - 03.2016
OWNER OPERATOR - Waynesburg Music
12.2011 - 12.2014
OWNER OPERATOR - Pandora's Family Day Care
01.2003 - 05.2011

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Pandora Pruse