Innovative Assistant Manager consistently praised by management for providing top-notch Improvement in Smart App Adoption, leadership development and production improvement to assigned team. Well-educated in Team Development and patient troubleshooting, root cause analysis and corrective action implementation. Available 40+ hours per week. Assistant Manager experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.
Hi, I’m
Tabitha Banks
Syracuse,NY
Summary
Overview
9
years of professional experience
Work History
Wipro, Ltd
Assistant Manager
11.2015 - 05.2023
Job overview
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills.
- Prepared detailed reports daily on updates for business progress.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Took on additional job duties, including Operational /and Monthly Business Review's / On Site Client Training during unexpected Leave of Assist Vice President , resulting in meeting project target date.
- Cultivated productive and safe atmosphere while supervising team of 30+ employees working with New Client Application equipment.
- Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
- Reduced corporate costs by developing and implementing improved merchandising, receiving and maintenance procedures.
- Maintained team /coaching's with use of: Zoom-WebEx-Teams. For Remote Staff/Agents.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Knowledge Systems & Research Inc.
Customer Service Agent
04.2014 - 08.2016
Job overview
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Sought ways to improve processes and services provided. Increased metrics by 25 calls by hour
- Facilitated communications through management of inbound and outbound customer calls.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Addressed customer account discrepancies and concerns.
Education
Hartford Dept of EducationHartford, CT
High School Diploma
University Overview
ITT Technical Institute - Syracuse,NYLiverpool, NY
from Computer And Information Sciences
University Overview
- Dean's List 1999-2000
- Relevant Coursework: Network Engineer
- Internship with Financial Aide
Skills
- Performance improvement
- Troubleshooting skills
- Supervision
- Operational improvement
- Business operations
- Problem resolution
- MS Office
- Process improvement
Accomplishments
Accomplishments
- Collaborated with Wipro Executive Team in the development of New Business.
- Handled a team of (33) agents
- Partnered with HR shared Services on Company Wide Ramp downs
- Facilitated team progress meetings, weekly one-on-one .
Timeline
Assistant Manager
Wipro, Ltd
11.2015 - 05.2023
Customer Service Agent
Knowledge Systems & Research Inc.
04.2014 - 08.2016
Hartford Dept of Education
High School Diploma
ITT Technical Institute - Syracuse,NY
from Computer And Information Sciences
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