SANDY PIERRE
Willingboro,NJ
Summary
Senior Supervisor skilled in correspondence and managing complex projects with general oversight. Effectively communicates within and outside function to gain cooperation on operational processes, practices and procedures. Documented leadership success in making moderate to substantial improvements to enhance staff training and productivity and achieve goals. Hard-working Supervisor with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.
Overview
23
23
years of professional experience
Work History
Senior Supervisor
Conduent Inc. E-ZPass
01.2017 - Current
- Manage 100+ employees remotely for past 3 years.
- Fostered effective communication by providing constructive feedback and sharing knowledge across business lines.
- Identified areas of conflict among team members and immediately worked to resolve those issues using negotiation and active listening.
- Coordinated, supervised and evaluated work of subordinates and reallocated staff and resources to meet performance requirements.
- Recruited, hired and trained staff and provided ongoing feedback and performance evaluations for development.
- Trained new hires and provided positive reinforcement and helpful feedback that boosted morale and efficiency within department.
- Analyzed metrics to identify areas of opportunity, drive performance improvements and consistently exceed operational goals.
- Maximized personal competency through continuous professional development.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Correspondence Team Leader
Xerox & Local Solution Inc. E-ZPass
10.2009 - 01.2017
- Effectively and efficiently manage day to day Correspondence operations in coordination and cooperation with Supervisor
- Provide or coordinate training for employees and work with employees to correct deficiencies in performance
- Conduct formal performance evaluation annually and recommend promotions, merit, raises, or performances improvement plans to Supervisor for incorporation into employee's final annual appraisal
- Assign, direct, and review work of Correspondence staff including providing technical assistance, mentoring, and maintaining continuity of workflow in coordination and cooperation with Supervisor
- Hold informal review of each Correspondence employee under Team Leader's supervision on monthly basis
- Resolve escalated account maintenance and dispute issues
- Process client escalations received via emails, electronic Service Requests, and phone calls
- 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.
Quality Review/Assurance Analyst
Xerox & Local Solution Inc. E-ZPass
06.2008 - 10.2009
Correspondence Associate
Xerox & Local Solutions Inc. E-ZPass
10.2007 - 05.2008
Customer Service Cashier
ACS Transportation Solutions Group E-ZPass
08.2000 - 10.2007
Education
High School Diploma -
Port Richmond High School
Staten Island, New York06.1993
Skills
- Microsoft office
- Exceptional ability to work in team
- Exemplary communication, organizational, and leadership skills
- Scheduling and Coordinating
- Collaborate Cross-Functionally
- Staff Supervision
- Product and Service Knowledge
- Customer Relationship Management
- Overseeing Employees
- Payroll Preparation
- Customer Service and Satisfaction
- Employee Performance Evaluation
- Customer Relations
Accomplishments
- Documented and resolved thousands of customer escalations which led to excellent collaboration with the Tunnels, Bridges, and Terminals at The Port Authority of New York and New Jersey.
Languages
French
Native or Bilingual
Kreyol
Native or Bilingual
Timeline
Senior Supervisor
Conduent Inc. E-ZPass
01.2017 - Current
Correspondence Team Leader
Xerox & Local Solution Inc. E-ZPass
10.2009 - 01.2017
Quality Review/Assurance Analyst
Xerox & Local Solution Inc. E-ZPass
06.2008 - 10.2009
Correspondence Associate
Xerox & Local Solutions Inc. E-ZPass
10.2007 - 05.2008
Customer Service Cashier
ACS Transportation Solutions Group E-ZPass
08.2000 - 10.2007
High School Diploma -
Port Richmond High School
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