Rachel Shine
Spring,TX
Summary
Forward-thinking Senior Manager adept at managing teams of 10 employees with 150 direct reports to accomplish challenging objectives. Imparts clear vision to guide cohesive, high-performing teams. Versatile Senior Manager specializing in Customer satisfaction and business goals and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Versatile Senior Manager specializing in customer service and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Dedicated customer focused professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Proactive and meticulous
Sr Manager with over 20 years of experience in the customer service industry. Proficiencies in inventory control, sales, staff training and development. Customer-oriented team player with expertise generating optimal satisfaction levels while building profits and client generation. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure executive level Sr Manager position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
5
5
years of professional experience
Work History
Senior Manager
DIRECTV
04.2022 - Current
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Evaluated hiring, firing, and promotions requests.
- Demonstrated exceptional adaptability in navigating complex situations or rapidly changing environments with ease.
- Consistently met or exceeded annual performance targets set by senior leadership.
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
- Recommended and implemented successful strategies to maximize revenue.
- Achieved operational excellence by streamlining processes and implementing best practices.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Balanced competing priorities efficiently while maintaining focus on critical tasks requiring immediate attention.
- Provided strong leadership to enhance team productivity and morale.
- Identified cost improvement changes and cost savings plans to increase company savings.
- Spearheaded change management efforts for seamless adoption of new systems or processes among employees.
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
- Executed appropriate staffing and budgetary plans to align with business forecasts.
- Implemented innovative solutions to overcome challenges, leading to enhanced productivity levels.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
- Brainstormed and developed sales strategies to achieve short and long term sales revenue objectives.
- Held monthly meetings to create business plans and workshops to drive successful business.
- Mentored junior staff members for skill development and career progression within the organization.
- Consolidated vendors and renegotiated contracts to optimize costs.
- Produced staffing matrix to provide adequate coverage of department.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Enhanced company reputation by driving successful initiatives that addressed client pain points effectively.
- Increased customer satisfaction with timely project deliveries and seamless communication.
- Promoted a culture of continuous learning through regular workshops, seminars, and training sessions for staff.
- Championed process improvement initiatives that led to significant cost savings without compromising on quality standards.
- Implemented and developed operational standards, policies and procedures.
- Developed strategic plans for business growth, resulting in increased revenue and market share.
- Utilized data-driven insights to make informed decisions that resulted in higher returns on investments.
Attendance Coordinator
AT&T
05.2020 - Current
- Managed confidential agent records, ensuring the privacy and security of sensitive information.
- Performed clerical duties by typing correspondence and notices.
- Streamlined attendance reporting processes for improved efficiency and time management.
- Assisted in planning and executing center wide initiatives aimed at promoting the importance of consistent attendance among employees.
- Assisted in planning and executing center-wide initiatives aimed at promoting the importance of consistent attendance among employeees.
- Maintained open communication channels with employees, resulting in improved employee accountability for attendance.
- Collaborated with managers to identify patterns of absenteeism, leading to targeted intervention strategies.
- Worked directly with employees and managers regarding attendance issues.
- Analyzed historical data on absenteeism trends to inform future prevention plans, ultimately reducing chronic absences in targeted populations.
- Organized regular meetings with faculty members to discuss current attendance challenges and propose solutions.
- Assisted in developing an effective tardiness policy to reduce late arrivals and improve punctuality.
- Facilitated re-entry procedures for employees returning after extended absences due to illness or personal circumstances.
- Prepared computer reports on employee statistics and attendance records.
- Partnered with other Sr mangers to develop and implement multi-tiered strategies addressing both individual employee needs and systemic attendance challenges.
- Contacted employees regarding absences based on attendance policies.
- Entered employee information in computer files.
- Enforced Directv policies regarding attendance.
- Served as a liaison between Directv, regarding absenteeism concerns and interventions.
- Counseled emsployees about rules and policies
Manager
AT&T
05.2019 - Current
- Cross-trained existing employees to maximize team agility and performance.
- Onboarded new employees with training and new hire documentation.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maintained professional, organized, and safe environment for employees and patrons.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Ensured compliance with industry regulations and legal requirements by implementing comprehensive policies and training programs for staff members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Championed diversity and inclusion efforts within the workplace, resulting in an inclusive environment that fostered creativity and innovation among employees from various backgrounds.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Improved safety procedures to create safe working conditions for workers.
- Managed and motivated employees to be productive and engaged in work.
- Drove operational efficiency through data-driven decision-making processes, leveraging analytics tools for informed strategy development.
- Established team priorities, maintained schedules and monitored performance.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Defined clear targets and objectives and communicated to other team members.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Customer Service Representative
AT&T
09.2018 - Current
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Provided primary customer support to internal and external customers.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Processed customer service orders promptly to increase customer satisfaction.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Streamlined call center processes for improved efficiency and reduced wait times.
Education
Associate of Arts - Science, Technology, And Society
University of Phoenix
Tempe, AZ09.2013
Skills
- Strategic Planning
- Reporting Oversight
- Data Analytics
- Talent Development
- Partnership Development
- Operations Planning
- Cross-Functional Collaboration
- Data-Driven Decision-Making
- Cross-Functional Communication
- Process Improvement
- Corporate Communications
- Team Leadership
- Change Management
- Performance Management
- Stakeholder Engagement
- Training and Development
- Operations Management
- Schedule Management
- Staff Management
- Employee Development
- Staff Development
- Performance Tracking and Evaluation
- Onboarding and Orientation
- Schedule Oversight
- Team Development
- Needs Assessment
- Performance Reviewing
- Computer Skills
- Problem Resolution
- Idea Development and Brainstorming
- Good Judgment
- Teamwork and Collaboration
- Work Planning and Prioritization
- Decision-Making
- Interpersonal Relations
- Performance Evaluations
- MS Office
Timeline
Senior Manager
DIRECTV
04.2022 - Current
Attendance Coordinator
AT&T
05.2020 - Current
Manager
AT&T
05.2019 - Current
Customer Service Representative
AT&T
09.2018 - Current
Associate of Arts - Science, Technology, And Society
University of Phoenix
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