Possesses 12 years of experience in managing on-site and field operations as well as customer service. Drives consistently high levels of efficiency, productivity, and service. Develops and directs high-performing teams through training, coaching, and motivation. Builds and maintains positive rapport with employees and customers. Employs strong analytical, problem-solving, and decision-making skills.
Areas of Expertise
Total Quality Management Performance Improvement Operations Management
Business Development Training/Development Customer Satisfaction
Project Management Human Resources Conflict Resolution
1 Decreased customer complaints response time from 30+ days to less than 10 days.
2 Improved efficiency and customer satisfaction by implementing a new telephone system.
3 Consistently exceeded service and satisfaction targets to retain 80% of a customer base.
4 Eliminated an overtime budget while maintaining productivity and service standards.
5 Created and conducted hands-on training enabling staff to achieve installation and service goals.
6 Implemented best practices allowing for the successful transition from a work center to a
Regional Transit Authority
Customer Service Manager
Managed a call center operation with eight representatives, one complaint specialist, and one supervisor. Researched and responded to customer concerns verbally and in writing. Trained and coached personnel.
Supervised 33 maintenance administrators in a center averaging 1,500 calls per day. Coached employees on productivity and customer service expectations. Developed and monitored performance improvement plans and schedules. Maintained personnel records pertaining to counseling or disciplinary actions. Ensured compliance with federal and state laws for customer service initiatives. Evaluated hiring/firing decisions and identified high-potential field management personnel. Conducted new-hire orientations.
Performed across all aspects of screening, call center operations, input, testing, and problem analysis. Researched and resolved issues with irate customers to facilitate satisfaction and continued business.
Loyola University Southern University
Master of Business Administration Bachelor of Science-Business Management