Experience

TransPerfect Legal Solutions

• United States
• Legal Services
• 200 - 300 Employee

• Litigation Support Analyst

  • Jun 2019 - Present



Harriet Carter Gifts, Inc.

• Customer Service Supervisor

  • Sep 2010 - Mar 2019

  Monitored and coached call center agents to ensure a high quality of service, including leading the implementation of new computer-based training software to ensure efficient operator performance. Supported up-selling and cross-selling efforts to increase company revenue, provided quality control for customer orders, and handled escalated customer service issues in a courteous and professional manner to maintain customer loyalty. Screened, interviewed, trained, and evaluated new call center agents, which included maintaining learning-management system and training documents using Microsoft Office. Ensured agents understood and complied with all call center objectives, performance standards, and policies, and performed consistent, timely, and well-documented coaching if needed so that the department aligned with all company-defined procedures.Led the implementation of new Time-Management and Payroll software in the call center by training both supervisor- and operator-level users, creating easily-followed documentation for work procedures, providing helpful feedback, and reporting bugs to help software be a success in the company. Verified team members’ weekly timesheet and payroll entries to ensure correct payment across the entire department. Learned and leveraged computer programs, including Powershell v5.1, Windows Group Policy editor, Windows Admin Center, and various batch commands to facilitate the maintenance of call center computers over the network and to automate program updates for over 100 machines, which decreased machine downtime and increased system and network security. Worked closely with IT department to maintain the uptime of the customer payment processing software to ensure successful deposit of funds.



Valley View Bible Church

• Volunteer Music Leader

  • Jul 2010 - Apr 2017

  Congregational song leadingSeasonal program support and artistic directingWeekly service order planningSpecial music individuals/groups coachingSpecial music and congregational hymn arranging Congregational song leadingSeasonal program support and artistic directingWeekly service order planningSpecial music individuals/groups coachingSpecial music and congregational hymn arranging



Colorcon®

• United States
• Pharmaceutical Manufacturing
• 700 & Above Employee

• Material Handler

  • Oct 2006 - Sep 2010

  Operated all warehouse equipment, including fork trucks, pallet jacks, scissor lift, and company truck, to efficiently transfer material to designated locations.Managed required material report and replenish materials in the warehouse and production staging areas via RF terminals using custom-built SQL program.Documented material receipts, transfers, shipments, and labeling according to cGMP procedures to ensure company complied with FDA policies.Performed basic proactive and reactive maintenance on warehouse equipment to minimize downtime.Utilized essential waste-management protocols for hazardous and non-hazardous waste to reduce environmental impact.

• IT Help Desk Systems Specialist

  • Oct 2007 - Jun 2009

  Provided part-time technology support including solving basic computer issues over the phone and through remote login through categorical step-by-step elimination of possible causes and routing more complex issues to specialized personnel to maximize efficiency.Built and deployed Windows XP-based personal computers to company employees, including creating and maintaining Windows XP images with Ghost v11 to facilitate immediate re-deployment with minimal downtime.Created and maintained up-to-date company-wide asset management database of all computer-related hardware to help track user assignment and end-of-life upgrades, and keep costs down.Updated Help Desk procedures to facilitate changing needs and reduce confusion.Maintained computer workstations involving salvaging and organizing working parts from returned machines to expedite repair of machines still in use.



Independent Contractor

• Australia
• 400 - 500 Employee

• Construction Supervisor

  • Feb 2006 - May 2006

  Managed use, maintenance, and instruction for all heavy equipment operations including Lull, skid-steer, and backhoe to deliver materials to workers, and maintained organized access to all on-site materials and equipment.Communicated between site workers, delivery personnel, and site manager to ensure sufficient on-site material.Maintained material storage and waste disposal for site workers to maximize efficiency and increase safety. Managed use, maintenance, and instruction for all heavy equipment operations including Lull, skid-steer, and backhoe to deliver materials to workers, and maintained organized access to all on-site materials and equipment.Communicated between site workers, delivery personnel, and site manager to ensure sufficient on-site material.Maintained material storage and waste disposal for site workers to maximize efficiency and increase safety.



Paramount Roofing

• United Kingdom
• Construction
• 1 - 100 Employee

• Crew Chief

  • Aug 2005 - Jan 2006

  Delivered contracting and roofing projects, including planning, installation, quality assurance, and maintenance to fulfill obligations and meet customer demands.Managed successful communications between subcontractors, clients, site managers, and company president to ensure customers and subcontractors had correct expectations, and to address sudden issues arising during the project. Delivered contracting and roofing projects, including planning, installation, quality assurance, and maintenance to fulfill obligations and meet customer demands.Managed successful communications between subcontractors, clients, site managers, and company president to ensure customers and subcontractors had correct expectations, and to address sudden issues arising during the project.



Andrus Children's Memorial

• Milieu Therapist

  • Jan 2001 - Jan 2003

  Provided safe learning environment for elementary age children with varied psychotic disorders stemming from abuse.Tutored elementary school children in various subjects. Provided safe learning environment for elementary age children with varied psychotic disorders stemming from abuse.Tutored elementary school children in various subjects.



Self-Employed

• Lawn Service

  • Jan 1994 - Jan 2003

  Lawn Care and Facility MaintenanceProvided various lawn and facility care for over 25 residential accounts as well as 10 acres of church grounds.Cleaned and maintained all work equipment. Lawn Care and Facility MaintenanceProvided various lawn and facility care for over 25 residential accounts as well as 10 acres of church grounds.Cleaned and maintained all work equipment.