Experienced department manager with a proven track record of leading teams and achieving operational excellence. Skilled in implementing strategic initiatives to improve productivity and efficiency. Strong problem-solving abilities and a knack for making effective decisions to drive business success.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Image Review Manager
Alliance One / Central Florida Expressway Authority
08.2022 - Current
Manges and is responsible for day-to-day activities of one or more unit of operations.
Strategic planning and execution to enhance profitability, productivity and efficiency throughout operations.
Prepare and review operational analysis and reports on a daily/weekly/monthly basis.
Manage and develop a team of two Supervisors in line with organizational management processes, with the focus on developing a highly motivated team.
Implements processes to ensure that the team can manage their operations intra-day, by day, week, and month to prioritize their actions for the day.
Participate in monthly and quarterly Business review Meetings with the client.
Continuously investigate and introduce process improvement measures and either signing off actions or raise to higher level if appropriate.
Customer Service Supervisor
Egis/Alliance One / Central Florida Expressway Authority
04.2016 - 08.2022
Monitor and document the quality of transactions processed as well as incoming and outgoing telephone calls and provide continuous feedback to staff. Assist escalated walk-in customers as well as complete escalation call backs as required.
Utilize performance management information to monitor, coordinate and schedule the activities of staff in assisting the Customer Service Manager with the achievement of the designated KPIs.
Ensure daily personal performance measures are available and effectively utilize information to manage the workforce for continuous improvement. Emphasize and enforce the importance of CSC KPIs and while supporting business processes and decisions implemented by Management.
Take ownership of the various customer channels ensuring an effective allocation of the workforce to handle volumes within contractual requirements.
Responsible for effective human resources management; including but not limited to, providing oversight and coordination of training, coaching, mentoring, providing input and recommendations for salary increases, promotions, and corrective actions, i.e. disciplinary and terminations. Reviews, approves, and maintains timesheets and leave requests for staff.
Adhere to and support company policies, procedures and contractual requirements when communicating with customers and the CSC team. Lead by example by maintaining a high standard of department and adherence to company policies. Provide input and/or assistance in formulating new policies and procedures; recommends changes to existing policies and procedures to improve operations and to support changing business requirements.
Trainer
Xerox/Egis/Central Florida Expressway Authority
03.2015 - 04.2016
Training of all new hires.
Developing and updating the training material.
Create and maintain training records and the training register.
Monitoring and grading both recorded and live phone calls.
Quality observation audits on non-compliance issues from the call monitoring
Conducting new hire interviews and making hiring decisions.
Training established employees on new and updated policies and procedures.
Customer Service Representative
Xerox/Central Florida Expressway Authority
11.2010 - 03.2015
Deliver World Class Customer Service.
Maintain the standards for QA, Talk Time and After Call Work.
Process Images as a secondary duty.
Maintain the standards for schedule adherence.
Education
Bachelor of Science - Game Design
Full Sail University
Orlando, KY
06.2014
Associates of Science - Visual Communications
ITT Technical Institute
Orlando, FL
05.2009
Skills
Proficient in customer service
Effective multitasking and prioritization
Effective team leadership and productivity management
Extensive experience in managing teams
Prioritization and organization skills
Experienced in Word, Excel, PowerPoint, and Outlook
Skilled in CFXWAY software
Proficient in enhancing business practices through customer service knowledge
Certification
Benchmark Portal Contact Center Supervisor
Timeline
Image Review Manager
Alliance One / Central Florida Expressway Authority
08.2022 - Current
Customer Service Supervisor
Egis/Alliance One / Central Florida Expressway Authority